Marketing and Client Service: Your staff must “buy into” them.

Now more than ever. We’ve repeatedly said about Client Service (or “ease-of-use“) and your employees: “Buy into it or leave”. Your firm can be cool-hip-irreverent about everything else. But not Client Service. Same for Marketing–which in service professions you are always doing anyway as you work. See Tom Kane and WAC’s “Rule 3: Ensure Everyone Knows That The Client Is The Main Event“. Make CS and marketing details part of your evaluation criteria for all employees, and all working shareholders.