Solomon Strategic

The Book

Fourth Edition: Table of Contents

A full outline of the fourth edition of The Art of Client Service, forthcoming from John Wiley and Sons.

FOREWORD

Why This Book Matters Now

PREFACE

A Roadmap to Make You More Effective at Client Service; Six Principles that Endure

INTRODUCTION

Ten Years After: Industry Experts Comment on How Client Service and Account Management Has Changed

PART ONE: SHOW UP

  • Chapter 1: Why Showing Up Is Essential
  • Chapter 2: What Does it Take to Build Trust with Clients and Colleagues?
  • Chapter 3: Remote Meetings as both Virtue and Villain
  • Chapter 4: Your Client Won't Meet In Person; What's Next?

PART TWO: FOLLOW UP

  • Chapter 5: The Folly of Not Following Up
  • Chapter 6: Giving Up the Ghost: What Clients Hate Most

PART THREE: SPEAK UP

  • Chapter 7: Artificial Intelligence as Ally not Enemy
  • Chapter 8: How Being a Better Writer Will Make You a More Effective Client Service Person
  • Chapter 9: How Good Writing Builds Trust With Clients and Colleagues
  • Chapter 10: Getting Creative About Creative Briefs
  • Chapter 11: The Content of Creative Briefs
  • Chapter 12: How to Get Everything Wrong About Presentations and How to Get it Right

PART FOUR: VALUE IT UP

  • Chapter 13: How to Establish a Value Centric Relationship with Your Clients, by Tim Williams
  • Chapter 14: How to Beat Procurement at its Own Negotiating Game

PART FIVE: MAKE IT UP

  • Chapter 15: Ideas Are the Currency Clients and Agencies Trade in
  • Chapter 16: Translating Ideas into Action

PART SIX: NEVER GIVE UP

  • Chapter 17: Great Client Service People Are Good in the Moment, or Why Client Service Is an Art
  • Chapter 18: Why Being Good in the Moment Means Exercising Judgment When It Matters Most
  • Chapter 19: Should I be a Generalist or a Specialist?
  • Chapter 20: Why You Should Become a Client Service General Practitioner
  • Chapter 21: Will I Lose My Job to AI?
  • Chapter 22: What, Why and How: The Skills, Qualities and Capabilities that Define Great Client Service

EPILOGUE

Trust Your Power

AFTERWORD

These Books Will Help, But Only If You Read Them

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