1 min readEye On The Ball
by Guy Gage | September 4, 2011 | Business
easy to take your eye away from the ball. Not just any ball, but THE ball. You
know; the ball around which everything else revolves. I’m talking about client
service.
In the end, nothing else matters because everything you
do is for the sake of the client. If clients don’t get what they want when they
want it, they will go elsewhere…and take their check with them. In no time, you’re
flat out of business. Being in the client service world, you know all of this.
But what I find interesting is how easy it is to put client interests in the
back seat.
For instance, if your firm is considering new software, entering
a new practice area, or any number of changes, what’s the first consideration? It’s
not how clients would benefit. Too often, the main consideration is how it will
affect you and your firm. If it won’t, you’re all for it. But if it means you
have to learn something new, do things differently, or invest capital, then it
takes months to consider, research, analyze, evaluate, test—all in the hopes
that you will find some reason not to do it…client benefit be damned.
You will find all kinds of reasons, explanations and a
testimonial from someone somewhere to make your case. “We’d better not. It’s too risky. Besides, our clients love us and are
happy with what we do.” You’re thinking like a moron if you use this logic.
Your competition is gearing up to serve clients more fully and you’re fat and
happy with how you did it a decade ago. Slap yourself!
The first consideration is ALWAYS how something will serve
clients better. Once you answer this question in the affirmative, then you
consider the other factors about staffing, processes, investment, etc. You may
decide not to take on the initiative, but at least you prioritized the
considerations correctly.
Get your eye back on THE ball and enjoy a profitable and fulfilling practice.
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