the art of client service

THE ART OF CLIENT SERVICE © Hunter Territo / Xdesign, Inc - If duplicating please reference appropriately

GREAT RELATIONSHIPS = GREAT WORK

THE ART OF CLIENT SERVICE

THE ART OF CLIENT SERVICE

THE ART OF CLIENT SERVICE

FAVORITE IS BETTER THAN BEST

THE ART OF CLIENT SERVICE

“What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory.”

Source: Jeb Blount - “People Love You”

THE ART OF CLIENT SERVICE

THE ART OF CLIENT SERVICE

“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.”

Source: Jeb Blount - “People Love You”

THE ART OF CLIENT SERVICE

THE ART OF CLIENT SERVICE

CULTURE IS KING

THE ART OF CLIENT SERVICE Source: Zendesk

THE ART OF CLIENT SERVICE Source: Zendesk

THE ART OF CLIENT SERVICE

CUSTOMER SERVICE IS THE BEST FORM OF ADVERTISING

THE ART OF CLIENT SERVICE

THE ROLE OF THE ACCOUNT EXECUTIVE

THE ART OF CLIENT SERVICE

“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.”

Source: American Association of Advertising Agencies (4As)

THE ART OF CLIENT SERVICE

CLIENT AGENCY

THE ART OF CLIENT SERVICE

CLIENT AGENCY

YOU

THE ART OF CLIENT SERVICE

WHY IS THIS SO IMPORTANT?

THE ART OF CLIENT SERVICE

“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.”

Source: Jason Fried - (Re)Birth of a Salesman

THE ART OF CLIENT SERVICE

“Relationships are more important than technical expertise.”

Source: Robert Solomon - The Art of Client Service

THE ART OF CLIENT SERVICE

RELATIONSHIP

GREAT WORK TRUST

buildswhich builds

which leads to

Source: Robert Solomon - The Art of Client Service

THE ART OF CLIENT SERVICE

GOOD WORK & GREAT WORK

Source: Robert Solomon - The Art of Client Service

THE ART OF CLIENT SERVICE

“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.”

Source: Robert Solomon - The Art of Client Service

THE ART OF CLIENT SERVICE

MANAGE EXPECTATIONS

THE ART OF CLIENT SERVICE

STRATEGY

THE ART OF CLIENT SERVICE

THE ART OF CLIENT SERVICE

BUDGET

THE ART OF CLIENT SERVICE

THE ART OF CLIENT SERVICE

TIMELINE

THE ART OF CLIENT SERVICE

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

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

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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

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

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THE ART OF CLIENT SERVICE

NO SURPRISES

THE ART OF CLIENT SERVICE

LESSONS LEARNED IN CLIENT SERVICE

THE ART OF CLIENT SERVICE

FIND A CONNECTION WITH THEM

THE ART OF CLIENT SERVICE

ORGANIZATION, CLARITY, & TRANSPARENCY

THE ART OF CLIENT SERVICE

UNDERSTAND THE CLIENT’S CULTURE

THE ART OF CLIENT SERVICE

DEFINE SUCCESS

THE ART OF CLIENT SERVICE

KEEP A PAPER TRAIL

THE ART OF CLIENT SERVICE

MEET REGULARLY TO STAY ON TASK

THE ART OF CLIENT SERVICE

MAKE YOURSELF AVAILABLE

THE ART OF CLIENT SERVICE

HAVE AN AGENDA FOR EVERY MEETING

THE ART OF CLIENT SERVICE

DEFINE ACTION ITEMS

THE ART OF CLIENT SERVICE

DEFINE WHO IS RESPONSIBLE (DRI)

THE ART OF CLIENT SERVICE

DEFINE WHO HAS FINAL APPROVAL

THE ART OF CLIENT SERVICE

DISCOVER WHY, NOT HOW

THE ART OF CLIENT SERVICE

THE ART OF CLIENT SERVICE

BRING CLIENTS IN AS EARLY AS POSSIBLE

THE ART OF CLIENT SERVICE

DON’T COMMIT BEFORE CONSULTING

THE ART OF CLIENT SERVICE

DEAL WITH ANTICIPATED PROBLEMS

THE ART OF CLIENT SERVICE

OWN UP TO YOUR MISTAKES

THE ART OF CLIENT SERVICE

“Whatever mistake happened, happened. And the person on the receiving end will naturally want to tell anyone who is interested all about it.”

Source: Danny Meyer - Setting The Table

THE ART OF CLIENT SERVICE

TURN A MISTAKE INTO AN OPPORTUNITY

THE ART OF CLIENT SERVICE

“While we can’t erase what happened, we do have the power to write one last chapter so at least the story ends theway we want.”

Source: Danny Meyer - Setting The Table

THE ART OF CLIENT SERVICE

HELP THEM WITH SERVICES YOU DON’T PROVIDE

THE ART OF CLIENT SERVICE

GIVE THEM WHAT THEY WANT...

THE ART OF CLIENT SERVICE

BUT, ALWAYS GIVE THEM WHAT THEY NEED

THE ART OF CLIENT SERVICE

ALWAYSFOLLOW UP

THE ART OF CLIENT SERVICE

HAVE QUARTERLY STATUS MEETINGS

THE ART OF CLIENT SERVICE

REMEMBER THE HUMAN / PERSONAL SIDE

THE ART OF CLIENT SERVICE

BALANCE THE PERSONAL AND BUSINESS SIDE

THE ART OF CLIENT SERVICE

ENJOY EVERY MOMENT OF IT

THE ART OF CLIENT SERVICE

“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…”

Source: Danny Meyer - Setting The Table

THE ART OF CLIENT SERVICE

“It’s that simple, and it’s that hard.”

Source: Danny Meyer - Setting The Table