Clients First is not a project you implement and then go on to the next fix. Clients First eliminates the need to fix things. My uncle used to say that a job worth doing well is worth doing twice. I was a teenager working in his service station at the time, and he was being softly sarcastic, but he gave me a sense of pride in doing a job well. Clients First gives you that feeling of accomplishment.
Clients First feeds upon that pride. Each time you serve a client well, it fills you up like a sugar rush, and 10 minutes later you are hungry again. You want that next client, that next opportunity. You don’t have to drive yourself; Clients First drives you with a nagging hunger to serve.
Clients First is a journey with no end, a destination you never reach. Yet all journeys have a beginning. The steps are there. Look for that beginning to the path. Find a moment of commitment that is yours alone. Resolve to do what is right, to do whatever it takes to keep a single client. Do what is best for that person. Think only of what he or she wants, and make that goal yours. Tell the truth and serve your client. When you have done this, you make the commitment to do it again.
We build our business one client at a time. Live in the moment and serve that one client in front of you. Enjoy the journey. Forget about the clock. Manage your schedule. Be on time. But if you need to push an appointment or reschedule another client, then do it. The one thing all clients will excuse is that you ...