The past few months at E&V Strategic Communications have been filled with pivotal moments and valuable lessons, making now the perfect time for reflection. As part of my onboarding at E&V, I was handed The Art of Client Service by Robert Solomon.While I wouldn’t call myself an avid reader, this book immediately drew me in. I finished it in three weeks and found myself reflecting on how it related to the day-to-day experiences I’ve had at E&V.
It’s one thing to read a book and aspire to apply its lessons, but it’s rare to find an environment where those lessons are brought to life. Through agency meetings, team conversations, and even informal chats over lunch, I realized that E&V is that rare environment where professional growth is encouraged and actively integrated into our daily routine. Working at a place that fosters this kind of learning culture has been incredibly rewarding.
Here are a few of the key takeaways from The Art of Client Service that resonated with me and how I’ve seen them in action at E&V:
Details Matter
Solomon’s book emphasizes that while agencies can teach you a lot, mastering the finer details—clarity, precision, and organization—ultimately comes down to the individual. It’s about taking personal responsibility for the quality of your work. This principle came to life for me at E&V, where we often talk about “being thoughtful” in everything we do. Whether it’s crafting a client email or preparing a proposal, the idea of intentionality has taken on new meaning. I’ve learned that being thorough in every action and decision is essential to delivering excellence.
Relationships Are Key
Great work is important, but it’s the relationships we build that truly elevate the experience. It’s not just about understanding a client’s business, but also about connecting with our clients as people. This was especially evident during the recent hurricane-relief efforts, where strong relationships helped navigate difficult times. Personal connections made all the difference in helping our clients manage challenges and reinforced the importance of building bonds that go beyond the work itself.
Small Gestures, Big Impact
Another lesson from the book that stood out to me is how small gestures can have a lasting impact. It’s easy to overlook how much a thoughtful act can mean, but at E&V, this is a priority. Whether it’s surprising the team with donuts on a rainy day or sending a handwritten thank-you note to a colleague, these small moments shape a positive and collaborative culture.
The Power of Questions
One of the most impactful lessons from The Art of Client Service is the value of asking thoughtful questions. Good questions don’t just provide answers—they lead to deeper discussions, foster collaboration, and build stronger relationships. Over the past few weeks, I’ve seen this play out in meetings and client interactions. Asking the right questions sparks new ideas, helps us better understand our client’s needs, and ultimately leads to successful outcomes. It’s a reminder that curiosity and communication are powerful tools.
A Full-Circle Moment
As I reflect on these lessons, I’m reminded of a recent experience that brought everything full circle. After finishing the book, I decided to reach out to Solomon himself. I sent the author a message thanking him for the insights in his book, not expecting a reply. To my surprise, he not only responded, but even shared my reflections on his LinkedIn page!
Seeing that connection come to life was incredibly fulfilling—another example of how relationships, even the ones you least expect, can shape your journey. It reinforced the power of building connections, something I’ve come to appreciate even more through my time at E&V.
As I continue this journey, I feel deeply grateful to be part of a team that encourages learning and growth and embodies the values of thoughtful work, strong relationships, and a supportive culture. I’ve learned so much already, and I’m excited for what’s to come. I hope others find a space to grow, as I have here at E&V, where learning and personal development are truly at the organization’s core.
– Alena Jain, E&V Fellow
