Have you asked your clients if they were frustrated by anything you or the firm did? Have they ever complained about how hard it is to reach you or someone on your team?

A not-so-secret secret—your clients and others DO have issues with the kind of service you are providing (or lack thereof). You may not be hearing about it. But they are telling me and others. Let’s remember—everything you do must be viewed through the eyes of your clients—not through your eyes as to what is convenient or works best for you. This includes your “back-office set-up.” It’s all about your clients—right?

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