What Kind of Account Person Are You? A Knight or a Pawn.

Yesterday, someone asked what account managers should read after Robert Solomon’s book The Art of Client Service*. I wish I could have pointed to one magical book. If I had, I probably would not be penning this entry tonight. So here is what I’ve been thinking about for the past 24 hours.

Let’s start with figuring out what role you want to play. An account manager provides exceptional customer service and effectively executes deliverables.  Account leaders solve their clients’ most challenging problems by leveraging their extraordinary leadership skills to help the agency deliver outcomes that exceed expectations.

If you didn’t pick being an account leader, consider the following. One of the greatest threats to an agency is the lack of great account leaders. This year, 40% of clients will break up with their current agency. When accounts leave an agency, account jobs are soon to follow.

The number one reason clients leave is because they require transformative leadership from their agency and aren’t getting it. The agency is taking orders and not adding value when this is the case. It's a lack of account leadership that is to blame.

If that isn’t reason enough, the account people working at the best agencies on the best assignments and getting paid the most are account leaders. They are the most valuable partners to their teams, agencies, and clients.

Do you want to be a knight or a pawn?

*The Art of Client Service” is a book I give to account leaders when they join my team. It contains over 50 two- to three-page lessons you will draw upon throughout your career.  This blog will continue to offer a perspective on how you can be a shining knight to your clients and agency by showing up as an account leader.