August 19, 2010
Know the Customers.
Learn the stock price, industry, day-to-day culture, players and long-term goals of the client. Visit offices and plants. Do it free of charge. Learn and keep learning about it. Devise a system to keep abreast.
Rule 7: Know the Client is from our world-famous if nettlesome--we're right about this stuff, so just get over it, and do it--12 Rules. "Client service", by the way, is not about being "nice" to clients. Think of it as (1) a weaving of substance and relationship, (2) a dance, (3) the most difficult discipline you'll master and (4) a hard-acquired "habit"--one over time that is doggedly yet happily repeated. Without it, no one cares you wrote the BNA article, or Matthew Bender tome, on promissory estoppel against the government. Just doesn't matter.
Posted by Holden Oliver (Kitzbühel Desk) at August 19, 2010 12:59 AM