With thanks to Dan Hull’s What About Clients for bringing this my attention (here is the post), those interested in client service should spend time thinking about "Insight #1" on Leo Bottary’s Client Service Insights. Appearing right on the top banner, it states "Client service excellence isn’t about doing what no one else can do; it’s about doing what anyone can do, but just doesn’t."
There is no silver bullet. There is no magic pill. There is no unique idea that will set you apart from everyone else–or if there is, the uniqueness will last only until others discover your idea and copy it. But like everything else of value, execution is everything. I’ve written about this before–here and here–but the point is so important that I don’t hesitate to write about it again. Focus and a willingness to work harder at the basics of client service will differentiate you from the majority who just can’t be bothered or refuse to make the kind of commitment needed to really execute.
The simple fact is that client service really is about culture. Dan Hull’s firm has created rules and lives by them. Those who don’t live by them don’t stay. There are a few other firms who make the institutional commitment, but far too few. Instead, we have those who talk the talk and at many firms we find some islands of service amidst oceans of apathy.
If you care, break a sweat.