Well, WAC? could not have said it better. For some time now at Hill & Knowlton’s Client Service Insights (CSI), Leo Bottary has de-mystified the whole thing for us in 22 words in the upper right hand corner of his site. Bottary calls it Insight #1:
Put another way, client service is (1) easy to “get” (2) but hard to do–and only because very few of us will discipline ourselves to think it through and do it.