Recently, I caught up with a colleague who has a finance related role in a large industrial company. During the conversation he mentioned how conscious he is of work safety these days. I was curious as to why this would be of such interest to an elegantly dressed office dweller working well back from the front line. He told me that the CEO was passionately committed to employee safety and dedicated to eliminating days lost to worker injury. Due to the company policy of commencing every meeting with a safety topic, all employees are not just informed but engaged in this objective.

This got me thinking. If a large, diverse workforce can become totally focused on safety, the same principle could readily be applied to professional services. What if you as the leader of your firm made a similar commitment to outstanding client service? What if every team meeting commenced with an earnest discussion on improving your client experience? What if every team member knew the current performance indicators of client delight? What a service powerhouse your firm could become!