The Art of Client Service

The previous editions of this book were important; this edition is essential. It is the closest we'll ever get to a formal guide for a profession that is by its very nature impossible to formalize, teaching you everything that the people who shout loudest in our industry don't know they don't know. At a time when agencies are fighting on many fronts and client service is facing an existential dilemma, Solomon puts to paper why client service is the way forward, not backwards.

Brilliant ideas die without brilliant client service. As a creative leader who's worked at top agencies across London and the US, I've learned that the relationship is what creates space for brilliant work to survive. Robert Solomon understands this better than anyone. The Art of Client Service isn't theory. It's the craft that makes great work possible. Every account person I've ever loved working with, who's partnered with me to deliver award winning work, understood what's in these pages.

AI will never replace the need for great client service professionals and no amount of technology will ever take the place of people in agencies who can provide the kind of insightful proactive leadership that client organizations so desperately need on behalf of their brands. In this critically important new edition of The Art of Client Service, Robert Solomon draws upon his years of perspective and experience to teach client service professionals at all levels how to add more value to every aspect of their job. Most importantly he shows why managing client projects is not the same thing as managing client relationships.

Robert is the master of client service. In a world where AI is all the buzz, people forget it's the human touch that truly matters the most. Robert exemplifies business savvy mixed with meaningful human interaction which is why there is no one better to author this book than him. The Art of Client Service is chock full of valuable insights and anyone in a service based business can learn from this great read.

Client servicing is the art of balancing sharp thinking with empathy, building relationships and staying agile while keeping the bigger picture in view. It's about showing up and making every moment count. This echoes Robert Solomon's philosophy in The Art of Client Service: true impact comes from combining intellect, adaptability and humanity to create lasting connections.

After decades in agency account service, I can say without hesitation that Robert Solomon has written the definitive guide to client relationships. The role is changing faster than ever yet the timeless principles in this book ring as true today as they ever have. It is required reading for anyone who wants to do this work with excellence and integrity.

Robert Solomon's The Art of Client Service has become my go to recommendation for anyone serious about the craft. It's a clear eyed guide to building the trust and influence that makes meaningful client work possible and Robert's thoughtful updates for the age of Zoom and AI notetakers give a timeless book fresh relevance without diluting what made it great.

To say my third edition of Robert Solomon's classic The Art of Client Service is dog eared, highlighted, annotated and well loved is an understatement. While tools may change, the fundamentals of what makes an excellent account service professional remain the same. And until AI can replicate the human art of client service, Solomon's work stands the test of time. Do not just read this book, live it.

There are books you read once and shelve. Then there are books you keep coming back to because the fundamentals don't change but the context does. The Art of Client Service is the latter. What makes this edition different is that Robert Solomon doesn't pretend AI isn't happening. He faces it head on and makes a compelling case that technology eliminates mediocre account management, not the craft itself. The new Value It Up section alone is worth the price of admission.

In the 10 years since the third edition was published, the business of advertising has become exponentially more complex. As a result the role of client service has grown dramatically more complex as well. This new edition of a classic book is needed now more than ever.

Robert Solomon's The Art of Client Service remains the most foundational resource in my library. Solomon's principles are timeless because they focus on the heart of the business: relationships and trust. This is why the book is required reading at our agency.

Robert Solomon provides a guide for balancing between agency output and the nuances of account management. It distills the relationship dynamics into actionable commandments, proving that becoming a trusted advisor is less about technical perfection and more about empathy, honesty and reliability.

Do as I do and buy it for each of your client facing employees and colleagues. You might consider buying one for each of your clients too so they can better appreciate what it takes to do what you do.

The Art of Client Service remains highly relevant in an evolving industry. Robert Solomon captures the fundamentals that drive successful partnerships: proactive communication, multidisciplinary thinking and a focus on solving the right problems, not just delivering outputs.

A timely treatise of timeless wisdom. Updated for the times. Robert Solomon writes with inspiring clarity.

The Art of Client Service is the first book we give to new employees on how to approach account management. Robert takes what has become increasingly complex and translates it into actionable steps that help agencies get better at serving clients.

Even as the way we work continues to evolve, the core principles stand the test of time. Strong relationships, thoughtful communication and how we show up remain at the core of meaningful work.

Not being an account person, and spending a lot of my career not working on accounts, Robert shifted my thinking to understand that everyone is an account person and everyone has expectations and relationships to manage.