Editor's Note: This article is the final part of a two part series by Mel Lester. You can read part one on the importance of creating an "experience" on RainToday.com.

Most professionals recognize the need to carefully manage the technical, financial, schedule, quality, and resource aspects of a work assignment. But what about actively managing client service?

We seem to rely on client managers simply doing the right thing for the client. No planning, little process, few standards, no metrics. Would you entrust your work products to such an unstructured approach?

If you want to consistently deliver superior service to your clients, you need to plan for it and manage the activity like you do the other aspects of your work. This article briefly outlines a basic process for doing so.

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