Art of Client Service by Solomon C. Robert

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By Solomon C. Robert

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Less talented creative people often have just a single idea to offer, so they will fight fiercely for that idea, regardless of its merit, because they are not confident they can produce more. It’s a matter of knowing your creative team. If you know it will fall short in generating ideas, you need to encourage the creative director to add a second or even a third team to the creative development process. This is not an easy conversation to have, but it’s better to deal with this issue at the agency, well before the client presentation, than to go to the client with only the thinnest of presentations.

Nothing is more valuable than meeting your client’s customers and hearing their issues and concerns. Traveling with the salespeople who serve those customers gives you an opportunity to get their frontline perspective on the company, its customers, and its competitors. 30 • Spend time with your clients away from the office. If I have a meeting scheduled with an out-of-town client, I make it a point to arrive the evening before. I schedule a dinner for that evening with one of my key client contacts.

It’s amazing how much you can learn by walking the halls, eating in the cafeteria, and generally seeing first-hand how the company works. • Get out in the field. Nothing is more valuable than meeting your client’s customers and hearing their issues and concerns. Traveling with the salespeople who serve those customers gives you an opportunity to get their frontline perspective on the company, its customers, and its competitors. 30 • Spend time with your clients away from the office. If I have a meeting scheduled with an out-of-town client, I make it a point to arrive the evening before.

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