the art of client service
DESCRIPTION
Great Work comes from great relationships that are built upon trust.TRANSCRIPT
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
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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