During our recent regional Jam Sessions that we held in Chicago and in Columbus, Ohio, we spent some time talking about What Client's Love. I've had a few people ask me to reiterate some key points from that presentation, so I'll incorporate them into this blog over the next few weeks. This first topic is regarding one of the traits that client's love, Integrity.
Clients love quality. A product's quality is easy to understand, but in the service industry, what is "quality"? The heart of a product's quality is its structural integrity. It doesn't fall apart. The parts of a product are integrated and the integrity of its parts allow it to perform perfectly.
The heart of service quality is also integrity, but the elements are different. Your service is your promise to perform a task. The integrity of a service is the integration between the word and the deed, the promise and the performance. When they match, you have integrity. Integrity is Quality!!
Integrity: We need to hire for it, demand it and deliver it fearlessly. Our integrity defines our character, the quality of our service and the value we drive. When your client recognizes you for having integrity, a transformation takes place. You are no longer just a service provider, you become their service provider.
