Pure Lucht
Leadership Lessons Learned by John Lucht

Ken Blanchard’s book, The Simple Truths of Service, provides some excellent insights on client service that seem pretty obvious. But like many such insights, what seems obvious is not necessarily consistently practiced. In one part of his book, he says, “No one can make you serve customers well. That’s because great service is a choice.” He’s right, but as simple and clear as that truth is, it can be difficult to put into practice.

As I pondered Blanchard’s statement, I was reminded of something our founding partners, Jim Howard and Joe Smith used to say often: “Clients are the reason for our work, not an interruption of it.” I think perhaps this is the preface to Blanchard’s statement. It...

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