By Charles H. Green, Contributing Editor
Most client-serving organizations I know make a pretty big deal about client service. For consulting, law, HR, IT, accounting, software, and salespeople in complex businesses – client service is right at the top of their list of virtues. And rightly so.
But, sometimes, things can get a little twisted.
What do you make of:
- The administrative assistant who picks up the Officer's laundered shirts and delivers them to him at the airport at 9PM. Regularly.
- The project manager who hauls the whole team in on Sunday to re-work the slide deck. Regularly.
- The senior officer who drops in on the staff meeting to "send a message about how much leadership cares," but leaves early because "when the client calls, you know…" Regularly.
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