Can we learn anything about account management from AMC’s Mad Men? Lets start by questioning what it is that we really love about the show. Sure, those whiskey-infused morning advertising meetings and the banter between Don Draper and his partners are amusing, but I think the reason we are eager to view the next episode is because we are intrigued by the various business relationships and the behavior of management that makes or breaks deals in the advertising world.

When working with multiple clients, it’s important to learn what is the most effective form of communication for that client. More often than not it will vary from person to person and not firm to firm. There will be some global technologies that a firm uses and are important to know and understand early in a client/partner relationship, particularly if you are working on building a website or designing an electronic annual report. But at the end of the day people just like to be asked – “What is the best way for me to communicate with you?”

Simply because your title doesn’t say Marketing Strategist or Director of Strategy does not mean you should sit on your hands and not suggest strategic solutions to your internal and external clients. Consider this for example:

"Somewhere along the line, I will screw up. I won't return a call, answer an email or give you the attention you deserve. So when that happens, will you do me a favor and let me know? You mean a lot to me and I really value our relationship."

In doing research on a couple of presentations for LMA and AAM, I had the opportunity to speak to a number of in-house marketing professionals at law and accounting firms regarding the client experience they were receiving from their service providers (vendors). Many with “long-term” existing relationships were generally happy; while others felt that their providers had strict policies regarding how clients had to adhere to “their” policies and processes. As a result, the firm didn’t have much of a chance to express their firm’s needs, culture and their goals. While this may work with some service providers it could never work in a marketing communication firm.

When I was young I remember my father teaching me the difference between wants and needs. Whenever I would ask for something he would sometimes reply, “Now, do you need that or do you want that.” Now that I’m the adult I remember his words and while I still make impulse buys, when I’m considering a major purchase the lesson of wanting or needing always sticks in the back of my mind. Just ask my wife! 

Lebron James and even Roy Hobbs (“The Natural”) have each been labeled as the chosen one, are you? As part of your client service program, are you calling prospects that did not choose you for an interview or as the winning agency or firm? If not, this is an important step in uncovering what your firm has done well and potential areas for improvement.

It’s that time of year again. Your desk and inbox are flooded with holiday cards. I know there are folks who have very strong feelings about whether or not print or digital is the best medium to send thanks and best wishes at holiday time. Personally, I feel like both can be done well. The problem is few ARE actually done well. The majority of cards I see—be they paper or pixil—are utterly generic and impersonal. And what does that say about how you view your relationship with the recipient?

When it comes to branding, why do professional service firms like the Home Depots of the world? From large management companies to PR firms, they all say they can handle your brand. Even though it's not their specialty. So is it really all about size and the guarantee on a box?

What is a guarantee? Or better yet, why do people like it "on the box?" Simple, because it makes a man feel good. As Chris Farley was quoted movie Tommy Boy (1995):

Do you describe your firm as “trusted advisors” but fail to incorporate client teams to better serve them?  

In a recent informal poll conducted by Moiré Marketing Partners on LinkedIn, we found that marketing professionals understand the importance of client teams. 57% of respondents indicated that communication amongst team members and the client was most important and 42% indicated that creating a team culture was most important in building client teams, when compared to commitment to the firm brand, mutual respect and capitalizing on cross-market opportunities.