When I first started as a professional service provider, I worked for a large, very well established civil engineering firm. I was the first marketing person they had ever hired so I was fortunate to be able to set up the department and get their marketing programs put into place.

One day I approached my boss, the president of the company, about establishing a Client Relations program to monitor client satisfaction. This was the next marketing program that needed to be established in the firm. After I explained how it would work and the valuable information we would receive from it, he told me “no”.

He felt that if their clients were unhappy, then they would tell them so and as long as the firm didn't hear from their clients, they could assume everything was going fine. In the three years I worked there I was never able to change his mind.

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