Client Service

May 7, 2013

Start at the End – Don’t Forget About the Finish Line

For the past four months, I have been training for my second half-marathon. Through the wintry months when it felt like I was bordering frostbite to […]
March 5, 2013

Managing Expectations: The Art of Account Service

I am often asked by my legions of fans – ahem, interns – what I believe is the most important aspect of client service. My first […]
December 14, 2012

Listen! It’s one of the keys to a successful relationship.

Back in the days before smartphones and tablets and Twitter (oh my), I would depend on the good old fashioned printed newspaper for much of my […]
September 11, 2012

Smooth Sailing Ahead: The Importance of an Effective Onboarding Process

Congratulations! You’ve won a new account! Now comes the hard part – ensuring a successful onboarding process so that you make a good first impression and […]
April 23, 2012

Minutes – Not Hours – Can Make a Difference

In the good old days (and I’m really dating myself here), a full-color one-page print ad required a minimum of two weeks just for production – from typesetting to trimming with an X-acto™ knife to mounting and pasting onto a board to 4/c film separation with real film! This took much, much longer for a multi-page brochure. And God help us if we needed to make a change.