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

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
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30 31
S M T W T F S
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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