The Art of Client Service
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The document discusses the importance of building strong relationships with clients through positive emotional experiences and trust. It emphasizes managing expectations, having regular communication through meetings and follow ups, addressing issues promptly, and focusing on the human element of client relationships. The goal is to provide what clients need, not just what they want, and turn any mistakes into opportunities to strengthen the relationship.
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The Art of Client Service
- 1. GREAT RELATIONSHIPS = GREAT WORK THE ART OF CLIENT SERVICE © Hunter Territo / Xdesign, Inc - If duplicating please reference appropriately
- 2. THE ART OF CLIENT SERVICE
- 3. THE ART OF CLIENT SERVICE
- 4. FAVORITE IS BETTER THAN BEST THE ART OF CLIENT SERVICE
- 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. THE ART OF CLIENT SERVICE
- 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. THE ART OF CLIENT SERVICE
- 9. CULTURE IS KING THE ART OF CLIENT SERVICE
- 10. THE ART OF CLIENT SERVICE Source: Zendesk
- 11. THE ART OF CLIENT SERVICE Source: Zendesk
- 12. CUSTOMER SERVICE IS THE BEST FORM OF ADVERTISING THE ART OF CLIENT SERVICE
- 13. THE ROLE OF THE ACCOUNT EXECUTIVE THE ART OF CLIENT SERVICE
- 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. THE ART OF CLIENT SERVICE CLIENT AGENCY
- 16. THE ART OF CLIENT SERVICE CLIENT AGENCY YOU
- 17. WHY IS THIS SO IMPORTANT? THE ART OF CLIENT SERVICE
- 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. “Relationships are more important than technical expertise.” THE ART OF CLIENT SERVICE Source: Robert Solomon - The Art of Client Service
- 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. GOOD WORK & GREAT WORK THE ART OF CLIENT SERVICE Source: Robert Solomon - The Art of Client Service
- 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. MANAGE EXPECTATIONS THE ART OF CLIENT SERVICE
- 24. STRATEGY THE ART OF CLIENT SERVICE
- 25. THE ART OF CLIENT SERVICE
- 26. BUDGET THE ART OF CLIENT SERVICE
- 27. THE ART OF CLIENT SERVICE
- 28. TIMELINE THE ART OF CLIENT SERVICE
- 29. THE ART OF CLIENT SERVICE
- 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. 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. NO SURPRISES THE ART OF CLIENT SERVICE
- 33. LESSONS LEARNED IN CLIENT SERVICE THE ART OF CLIENT SERVICE
- 34. FIND A CONNECTION WITH THEM THE ART OF CLIENT SERVICE
- 35. ORGANIZATION, CLARITY, & TRANSPARENCY THE ART OF CLIENT SERVICE
- 36. UNDERSTAND THE CLIENT’S CULTURE THE ART OF CLIENT SERVICE
- 37. DEFINE SUCCESS THE ART OF CLIENT SERVICE
- 38. KEEP A PAPER TRAIL THE ART OF CLIENT SERVICE
- 39. MEET REGULARLY TO STAY ON TASK THE ART OF CLIENT SERVICE
- 40. MAKE YOURSELF AVAILABLE THE ART OF CLIENT SERVICE
- 41. HAVE AN AGENDA FOR EVERY MEETING THE ART OF CLIENT SERVICE
- 42. DEFINE ACTION ITEMS THE ART OF CLIENT SERVICE
- 43. DEFINE WHO IS RESPONSIBLE (DRI) THE ART OF CLIENT SERVICE
- 44. DEFINE WHO HAS FINAL APPROVAL THE ART OF CLIENT SERVICE
- 45. DISCOVER WHY, NOT HOW THE ART OF CLIENT SERVICE
- 46. THE ART OF CLIENT SERVICE
- 47. BRING CLIENTS IN AS EARLY AS POSSIBLE THE ART OF CLIENT SERVICE
- 48. DON’T COMMIT BEFORE CONSULTING THE ART OF CLIENT SERVICE
- 49. DEAL WITH ANTICIPATED PROBLEMS THE ART OF CLIENT SERVICE
- 50. OWN UP TO YOUR MISTAKES THE ART OF CLIENT SERVICE
- 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. TURN A MISTAKE INTO AN OPPORTUNITY THE ART OF CLIENT SERVICE
- 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. HELP THEM WITH SERVICES YOU DON’T PROVIDE THE ART OF CLIENT SERVICE
- 55. GIVE THEM WHAT THEY WANT... THE ART OF CLIENT SERVICE
- 56. BUT, ALWAYS GIVE THEM WHAT THEY NEED THE ART OF CLIENT SERVICE
- 57. ALWAYS FOLLOW UP THE ART OF CLIENT SERVICE
- 58. HAVE QUARTERLY STATUS MEETINGS THE ART OF CLIENT SERVICE
- 59. REMEMBER THE HUMAN / PERSONAL SIDE THE ART OF CLIENT SERVICE
- 60. BALANCE THE PERSONAL AND BUSINESS SIDE THE ART OF CLIENT SERVICE
- 61. ENJOY EVERY MOMENT OF IT THE ART OF CLIENT SERVICE
- 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. “It’s that simple, and it’s that hard.” THE ART OF CLIENT SERVICE Source: Danny Meyer - Setting The Table