THE BOOK
Fourth Edition: Table of Contents
A full outline of the fourth edition of The Art of Client Service, forthcoming from John Wiley and Sons.
FOREWARD
Why This Book Matters Now
PREFACE
A Roadmap to Make You More Effective at Client Service; Six Principles that Endure
INTRODUCTION
Ten Years After: Industry Experts Comment on How Client Service and Account Management Has Changed
PART ONE: SHOW UP
Chapter 1: Why Showing Up Is Essential
Chapter 2: What Does it Take to Build Trust with Clients and Colleagues?
Chapter 3: Remote Meetings as both Virtue and Villain
Chapter 4: Your Client Won't Meet In Person; What's Next?
PART TWO: FOLLOW UP
Chapter 5: The Folly of Not Following Up
Chapter 6: Giving Up the Ghost: What Clients Hate Most
PART THREE: SPEAK UP
Chapter 7: Artificial Intelligence as Ally not Enemy
Chapter 8: How Being a Better Writer Will Make You a More Effective Client Service Person
Chapter 9: How Good Writing Builds Trust With Clients and Colleagues
Chapter 10: Getting Creative About Creative Briefs
Chapter 11: The Content of Creative Briefs
Chapter 12: How to Get Everything Wrong About Presentations and How to Get it Right
PART FOUR: VALUE IT UP
Chapter 13: How to Establish a Value Centric Relationship with Your Clients, by Tim Williams
Chapter 14: How to Beat Procurement at its Own Negotiating Game
PART FIVE: MAKE IT UP
Chapter 15: Ideas Are the Currency Clients and Agencies Trade in
Chapter 16: Translating Ideas into Action
PART SIX: NEVER GIVE UP
Chapter 17: Great Client Service People Are Good in the Moment, or Why Client Service Is an Art
Chapter 18: Why Being Good in the Moment Means Exercising Judgment When It Matters Most
Chapter 19: Should I be a Generalist or a Specialist?
Chapter 20: Why You Should Become a Client Service General Practitioner
Chapter 21: Will I Lose My Job to AI?
Chapter 22: What, Why and How: The Skills, Qualities and Capabilities that Define Great Client Service
EPILOGUE
Trust Your Power
AFTERWORD
These Books Will Help, But Only If You Read Them
Solomon Strategic
A micro-conglomerate built around one experienced generalist with a single objective: changing behavior.
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Robert Solomon · Author of The Art of Client Service