Serving the Client to Thrive.

• Jurisdiction: United States
• Date: 01 September 2016
• Author: Sexton, Roy

The customer is always right." Cliches stick because they have some grain of truth--or, at least, they once did. But is the customer always right? And, if so, doesn't that turn every organization into, in essence, a vending machine? "I'd like my Diet Coke and Reese's Pieces, please. And now."

I would argue that serving our clients--be they external or internal--is to sometimes say no with grace and context in our ongoing mission to help them achieve their long-range business goals and solve their...