Resource Management

July 18, 2013

Top Tips for Your First Agency Job

Congratulations, new hire! You’re fresh out of college and just landed your first job in an advertising agency. You’re ready to get started and grow your […]
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 […]
October 14, 2011

“Organized Communications” is Key to Success in a Creative Environment

We work in a fast-paced environment that thrives on creativity and inspiration.  At times, it may seem easier and more efficient to bypass established systems in […]
July 19, 2011

Did You Delight Your Client Today?

We all talk about keeping our clients happy and satisfied, but do we delight them? That may sound like an odd objective but let’s look at the definitions. “Satisfied” is defined as “filled with satisfaction, content.” Whereas “delight” is defined as “a high degree of gratification; also extreme satisfaction.” Given these two definitions, I would prefer to delight my clients rather than simply make them happy. This is particularly important in today’s tough economic climate. Companies that have successfully weathered the economic storm are those that understand that service excellence is a business strategy and recognize that delivering on this strategy is a key differentiator.