Standards…

Your business, just like ours, is not defined by how it works with its largest clients. Nearly every system treats the powerful people with respect whether they work inside or serve from the outside. Normal.

Excellent systems have developed standards and built a culture that focuses on how it treats the small clients and those with little to no power. When you interact with excellence it treats you with respect. Excellence is a habit. It’s not turned on and off based on power, position, or prominence. If you want bigger clients, serve your small ones well. If you want bigger clients, don’t serve ones you can’t afford to serve with excellence. Consistency matters. People move. Unhappy clients talk a lot.

How ‘bout your system, leader? Are your standards different depending on the size and power of your client? What do you think defines excellence? Tell me more…