How to Lead a Values-Based Professional Services Firm

7Clients Matter

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

—Sam Walton, founder of Walmart and Sam's Club retail stores

Clients are the inspiration and livelihood of any professional services organization. Yet, so often, as the provider of the services, we lose sight of this fact. How many times have you thought, “If it weren't for the clients, I'd really enjoy this business.” If you don't enjoy client service, you have no business being in a professional services firm.

The Three Keys, as detailed throughout the book, align your firm's purpose—its mission and vision—to a set of values. The communication of these values and purpose through a compelling story leads to the magic of attracting like-minded employees whose increased productivity and loyalty deliver great things for your clients. Clients have been likewise attracted to your firm by shared values, as well as terrific results. In this chapter, we will focus on those clients, both before the selling and during delivery of your services. First, let's look at how clients buy services.

Purpose before Services

In a new client situation, building credibility is an active process. A good sales team must know how to listen for and understand a prospective client's unique situation. In these initial interactions, it is critical that your team communicates your company's purpose. Clients don't buy what you do; they ...