Simple Truths of Service: Are you focused on your clients?
Mar 02,2016
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 is often necessary to remind ourselves why we are here to begin with. It is not for meeting a calendar full of deadlines, leadership training, tax and audit training, recruiting or web...

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