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... you can trust me


So what was the turning point when we let fear and our egos influence the level of service that we are providing our clients? How many times have you heard in the service business, we can't use that subcontractor as they will poach the work from us. What about those that say "hey my real value statement to our client is that we self-perform all of the work". Well that is just ridiculous. If service people are truly obsequious hoop jumpers then when did either of these emotions, sometimes justified, impact the way that we choose to deliver value to our clients?  Wouldn't the better approach be to look at the client, find out what they need and do every damn thing that we can in our power to satisfy their requests? If I am a home healthcare person but I don't do home care services or oxygen tank refills shouldn't I recommend people to my client to make sure that they are getting everything they need? Without fear of losing work to somebody else.



The fact  of that the matter is none of us know everything. Those businesses that focus on their core competencies, the things that they just nail, are the ones which are most successful. The trick is just figuring out who is good at what. For years, and even to this day, we  align individuals dictated by their job role to general work areas. Enough is enough let's start qualifying people by the objective, what we need them to accomplish all the way down to the activity. It is only then that we can each be experts in our own ways and leverage one another to provide better service for our clients.  I'm certainly not suggesting we all get in a circle and sing Kumbaya.  Focusing keenly on what our client needs will build trust and the end result will be heightened service levels, increased productivity and higher profitability.
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