The Art of Client Service

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Great Work comes from great relationships that are built upon trust.

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  • Greetings Hunter! It has been awhile since we've been in contact. I hope you're doing well. John Wiley & Sons just published a substantially revised, updated edition of "The Art of Client Service." If you email me your address at robert@solomonstrategic.com, I'll send you a copy, with compliments. Best, Robert
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The Art of Client Service

  1. 1. GREAT RELATIONSHIPS = GREAT WORK THE ART OF CLIENT SERVICE © Hunter Territo / Xdesign, Inc - If duplicating please reference appropriately
  2. 2. THE ART OF CLIENT SERVICE
  3. 3. THE ART OF CLIENT SERVICE
  4. 4. FAVORITE IS BETTER THAN BEST THE ART OF CLIENT SERVICE
  5. 5. “What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory.” THE ART OF CLIENT SERVICE Source: Jeb Blount - “People Love You”
  6. 6. THE ART OF CLIENT SERVICE
  7. 7. “Experience has a major impact on buying decisions. When customers have a positive emotional experience, it anchors them to your brand, your product or service, and ultimately to you.” THE ART OF CLIENT SERVICE Source: Jeb Blount - “People Love You”
  8. 8. THE ART OF CLIENT SERVICE
  9. 9. CULTURE IS KING THE ART OF CLIENT SERVICE
  10. 10. THE ART OF CLIENT SERVICE Source: Zendesk
  11. 11. THE ART OF CLIENT SERVICE Source: Zendesk
  12. 12. CUSTOMER SERVICE IS THE BEST FORM OF ADVERTISING THE ART OF CLIENT SERVICE
  13. 13. THE ROLE OF THE ACCOUNT EXECUTIVE THE ART OF CLIENT SERVICE
  14. 14. “An employee of an ad agency who acts as the main link between one or more clients and the rest of the agency. The executive is primarily responsible for the day to day running of one or more clients' campaign.” THE ART OF CLIENT SERVICE Source: American Association of Advertising Agencies (4As)
  15. 15. THE ART OF CLIENT SERVICE CLIENT AGENCY
  16. 16. THE ART OF CLIENT SERVICE CLIENT AGENCY YOU
  17. 17. WHY IS THIS SO IMPORTANT? THE ART OF CLIENT SERVICE
  18. 18. “When you spend time with potential customers (aka - clients) you get to hear about their struggles first hand. You learn things you could never find in a survey, database, (aka - creative brief) or questionnaire.” THE ART OF CLIENT SERVICE Source: Jason Fried - (Re)Birth of a Salesman
  19. 19. “Relationships are more important than technical expertise.” THE ART OF CLIENT SERVICE Source: Robert Solomon - The Art of Client Service
  20. 20. which builds builds THE ART OF CLIENT SERVICE RELATIONSHIP GREAT WORK TRUST which leads to Source: Robert Solomon - The Art of Client Service
  21. 21. GOOD WORK & GREAT WORK THE ART OF CLIENT SERVICE Source: Robert Solomon - The Art of Client Service
  22. 22. “Great work entails risk. Most clients do not to take risks...If they are going to take that risk, they are much more likely to do so with agency people they trust.” THE ART OF CLIENT SERVICE Source: Robert Solomon - The Art of Client Service
  23. 23. MANAGE EXPECTATIONS THE ART OF CLIENT SERVICE
  24. 24. STRATEGY THE ART OF CLIENT SERVICE
  25. 25. THE ART OF CLIENT SERVICE
  26. 26. BUDGET THE ART OF CLIENT SERVICE
  27. 27. THE ART OF CLIENT SERVICE
  28. 28. TIMELINE THE ART OF CLIENT SERVICE
  29. 29. THE ART OF CLIENT SERVICE
  30. 30. ABC COMPANY Timeline for Printed Piece PROJECT PHASE DATE Creative session with ABC and Xdesign 12.11.2012 All imagery, available press releases, and copy to be provided to Xdesign 12.18.2012 Xdesign to provide initial concepts for cover and style sheets to ABC 12.28.2012 ABC to provide feedback / revisions to concept to Xdesign 1.4.2013 Xdesign to provide revised concept to ABC 1.8.2013 ABC to provide approval on concept to Xdesign 1.11.2013 Xdesign to provide a full proof of piece for review by ABC 1.18.2013 ABC to return proof with edits and revisions to Xdesign 1.23.2013 Xdesign to provide final proof to ABC 1.25.2013
  31. 31. ABC to return proof with edits and revisions to Xdesign 1.23.2013 Xdesign to provide final proof to ABC 1.25.2013 Xdesign to receive final approval from ABC 1.30.2013 Xdesign to provide artwork to printer 2.1.2013 Printed material delivered to ABC from printer 2.15.2013 DECEMBER JANUARY FEBRUARY S M T W T F S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 S M T W T F S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 S M T W T F S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28
  32. 32. NO SURPRISES THE ART OF CLIENT SERVICE
  33. 33. LESSONS LEARNED IN CLIENT SERVICE THE ART OF CLIENT SERVICE
  34. 34. FIND A CONNECTION WITH THEM THE ART OF CLIENT SERVICE
  35. 35. ORGANIZATION, CLARITY, & TRANSPARENCY THE ART OF CLIENT SERVICE
  36. 36. UNDERSTAND THE CLIENT’S CULTURE THE ART OF CLIENT SERVICE
  37. 37. DEFINE SUCCESS THE ART OF CLIENT SERVICE
  38. 38. KEEP A PAPER TRAIL THE ART OF CLIENT SERVICE
  39. 39. MEET REGULARLY TO STAY ON TASK THE ART OF CLIENT SERVICE
  40. 40. MAKE YOURSELF AVAILABLE THE ART OF CLIENT SERVICE
  41. 41. HAVE AN AGENDA FOR EVERY MEETING THE ART OF CLIENT SERVICE
  42. 42. DEFINE ACTION ITEMS THE ART OF CLIENT SERVICE
  43. 43. DEFINE WHO IS RESPONSIBLE (DRI) THE ART OF CLIENT SERVICE
  44. 44. DEFINE WHO HAS FINAL APPROVAL THE ART OF CLIENT SERVICE
  45. 45. DISCOVER WHY, NOT HOW THE ART OF CLIENT SERVICE
  46. 46. THE ART OF CLIENT SERVICE
  47. 47. BRING CLIENTS IN AS EARLY AS POSSIBLE THE ART OF CLIENT SERVICE
  48. 48. DON’T COMMIT BEFORE CONSULTING THE ART OF CLIENT SERVICE
  49. 49. DEAL WITH ANTICIPATED PROBLEMS THE ART OF CLIENT SERVICE
  50. 50. OWN UP TO YOUR MISTAKES THE ART OF CLIENT SERVICE
  51. 51. “Whatever mistake happened, happened. And the person on the receiving end will naturally want to tell anyone who is interested all about it.” THE ART OF CLIENT SERVICE Source: Danny Meyer - Setting The Table
  52. 52. TURN A MISTAKE INTO AN OPPORTUNITY THE ART OF CLIENT SERVICE
  53. 53. “While we can’t erase what happened, we do have the power to write one last chapter so at least the story ends the way we want.” THE ART OF CLIENT SERVICE Source: Danny Meyer - Setting The Table
  54. 54. HELP THEM WITH SERVICES YOU DON’T PROVIDE THE ART OF CLIENT SERVICE
  55. 55. GIVE THEM WHAT THEY WANT... THE ART OF CLIENT SERVICE
  56. 56. BUT, ALWAYS GIVE THEM WHAT THEY NEED THE ART OF CLIENT SERVICE
  57. 57. ALWAYS FOLLOW UP THE ART OF CLIENT SERVICE
  58. 58. HAVE QUARTERLY STATUS MEETINGS THE ART OF CLIENT SERVICE
  59. 59. REMEMBER THE HUMAN / PERSONAL SIDE THE ART OF CLIENT SERVICE
  60. 60. BALANCE THE PERSONAL AND BUSINESS SIDE THE ART OF CLIENT SERVICE
  61. 61. ENJOY EVERY MOMENT OF IT THE ART OF CLIENT SERVICE
  62. 62. “In the end, what’s most meaningful is creating positive, uplifting outcomes for human experiences and human relationships. Business, like life, is all about how you make people feel…” THE ART OF CLIENT SERVICE Source: Danny Meyer - Setting The Table
  63. 63. “It’s that simple, and it’s that hard.” THE ART OF CLIENT SERVICE Source: Danny Meyer - Setting The Table

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