Category Archives: Professional Services

We’re Just Not That Into You: Sending the Right Message Over the Life of a Client Relationship

Last week, Sam Ford published a great article in Harvard Business Review blogs.  It could have been a fairly garden-variety rant about a bad customer service experience with the home improvement retailer Lowe's, but the author translated it beautifully into an analysis of four reasons why the experience went wrong. When I discussed...
Read more