Client focus is not achieved by liking your customers, smiling when delivering service, or being gracious and kind. In fact, those characteristics are table-stakes— and despite that, are still inconsistently delivered. To be sure, behavioral tactics and processes can make an extraordinary impact with a bit of effort. Client-focus, however, results from careful questioning and listening, followed by designing and deploying services that are completely and fully engineered and aligned to the existing or emerging needs of our clients, and in turn our client’s customers.
We model those behaviors with our clients and then nurture those capabilities as part of a carefully designed growth intervention.