More notes from Managing the Professional Service Firm…

• He points out that the work is only part of the consultant’s service. We are also judged on our responsiveness, attitude, manner, etc. When the quality of the work product is difficult to measure (as with consulting advice), the service aspect is actually more important than the work product. A great lawyer may lose a case and still retain a client. Troublesome architects rarely get their buildings built.
• If you question if you really need to work this hard on service, think about the vendors you use – accountants, doctors, etc. – don’t you wish they provided this kind of service?

Lately, since reading this, I see every business I patronize through this lens. Some firms are able to deliver consistently lousy service simply because of supply and demand, or location, but not forever.