The Art of Client Service

“Account management is the care and feeding of the relationship.”

Great work doesn't survive without a strong relationship. Even the best ideas get killed when the client doesn't trust the person presenting them.

“Bad news is not like wine. It doesn’t get better with age.”

Being honest about a mistake early saves everything. People usually forgive an error but they never forgive a cover up.

“Strategy is the art of sacrifice.”

Briefs are often just a starting point. The real goal is finding the problem the client hasn't even noticed yet.

Notes should be sent immediately after every meeting. It prevents small misunderstandings from turning into expensive disasters later on.