The other day I read an article in Harvard Business Review titled Leadership, Managing In A (Permanent) Crisis. When I reached the end, I thought, "here's yet another basic toolkit for leaders." The problem is great tools only work for those who can truly embrace their utility. Leadership is about who, not just what. A leader will never use tools effectively, for very long, or rely on them during a crisis if the tools don't fundamentally align with you they are.
So let's put it in the context of client service. When we talk of client service, we are referring to people serving people. This blog, or any other resource for that matter can offer all the ideas and tools you could ever need. In the end though, your fundamental beliefs about people and basic human nature will serve among the biggest influences on your behavior. It occurred to me that between CSI Season 1 and Season 2, I 've written about 500 blog posts related in some way to client service.
While I've consistently advocated adopting a client service mindset versus a more prescriptive approach, I've never once talked about the most basic question: How do you really feel about people in general? Are they basically good, or do you always have to watch your back? Or is it a simple case of yin and yang - "seemingly disjunct or opposing forces that are interconnected and interdependent in the natural world, giving rise to each other in turn."
I'd like to explore this concept in my next few posts. In the meantime, I plan to post the question on LinkedIn, and I invite your feelings on the subject as well. Thanks!