Experienced professionals know that there is no single best service approach for each and every client. Of course clients bring their unique personalities to the client-professional relationship. And they each respond to some communication styles better than others. The work of Alessandra, Wexler and Barrera is one useful example of how to approach working with your clients.

If the Banking Royal Commission has shown us anything it's the importance of culture in influencing behaviour. As we all know, as organisations grow, more and more decisions affecting clients and customers need to be delegated away from a central base of leaders. Those decisions, of course, need to get the balance right

The Net Promoter System is a management philosophy that commits to earning the passionate loyalty of both clients and employees. Employees, of course, are critical to the success of all organisations, but in professional services this is doubly true, because in this industry your people are your product. 

The main reason clients switch professional service firms - according to accountants recently surveyed by the NAB - is "I didn't have a personal relationship and wanted one."  The only thing is, this doesn't at all match the views of businesses.

In Bain and Co's recent work on analysing the drivers of purchase decisions in B2B transactions, it's perhaps not surprising that emotional factors, not just rational factors, figured highly.