Tailoring Service to the Client’s Requirements

Edwards Deming revolutionized the world of quality when he reduced the definition to simply “meeting customer requirements.” Combined with lean thinking, that means we should always be clarifying what the client actually wants (vs. what we offer in our “standard” package) and be willing to tailor our offering to their standards. In some cases that means doing more (and charging accordingly), in some cases differently (customization is part of the game), and in some cases it means doing less (and reducing our fees). None of our brands is a one-size-fits-all and we have to get away from thinking of our SOPs as unchangeable—innovation and service require us to constantly rethink what we do and how we do it while always listening to and aligning with our customer.