March 18, 2009
Marketing and Client Service: Your staff must "buy into" them.
Now more than ever. We've repeatedly said about Client Service (or "ease-of-use") and your employees: "Buy into it or leave". Your firm can be cool-hip-irreverent about everything else. But not Client Service. Same for Marketing--which in service professions you are always doing anyway as you work. See Tom Kane and WAC's "Rule 3: Ensure Everyone Knows That The Client Is The Main Event". Make CS and marketing details part of your evaluation criteria for all employees, and all working shareholders.
Posted by JD Hull at March 18, 2009 12:07 AM