Reply: Ogilvy on Client Servicing

To Shubho's mail, one of my senior Client Servicing guy replied with a point and I completely agree with Reem on this. Here's what he had to say-

Theres nothing wrong in what Ogilvy said. The problem is I think far more acute in offline than in online.
Suits in online also have to do the planners function and sometimes the buying as well. Our company deliberately has the title "client consulting" simply because the nature of the work should be similar to that of what Ogilvy had in mind.
In the Online ad world, suits also need to have two other qualities:
Diligence and Speed:
You can train suits in the above plus host of things like planning, organizing.

But sadly no one can train anyone to be Curious (or "inquisitive" as mentioned your mail). Thats a natural trait. Those who have it, have it.
Good creative ppl I find are always highly curious ppl. Theres a wanting to "know" more about something... anything.
When the suit is more curious than the client, he/she ends up having more info about the brand than the client. And the client slowly starts "depending" on the suit, and this dependency is a powerful force for suits to have. Clients should "want" to spend time with you. You can't "learn" anything without being curious.

One external symptom of lack of curiosity is the dreaded "Headphone"
disease. I have seen suits work in office wearing headphones the whole day. Its just stupid, as so much learning in India happens by just listening to the way good suits "manage" real clients - real problems on the phone or discuss stuff with creative/buying etc. (Besides, headphones also ruin your ear-drum).