We are in the business of servicing clients. We support them through new system setup and onboarding, training, and configuration. We aid them when things break or there are bugs in the software. We assist them when they have legislative questions or are seeking general product knowledge and clarification on product use cases. We do this in the context of business-to-business relationships. On average, our clients are with us for 8+ years. So, these tend to be long-term, partnership-like relationships.

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There are a number of things I’ve seen work quite well at work, despite the fact that they really shouldn’t. For some reason, this really amuses me. The list below is not exhaustive but provides a few common examples.

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The meeting starts. You have one hour and 8 topics on the agenda. You look at the list and say… “let’s start with what T-shirt colour we want for our new swag order, that should be really quick”. 45 minutes later you decide black is a safe choice and move on to item #2. 10 minutes later you open your outlook to see when everyone has time for a follow-up meeting to cover items #3 through 8, including such topics as “how do we save client X?” and “next year’s fiscal budget”.

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