Clients don't expect perfection from the service providers they hire, but they do expect honesty and transparency. There is no better way to demonstrate this than by acknowledging when a mistake has been made and humbly apologizing for it.
Interpretation
Clients value honesty and transparency from service providers more than perfection.
This quote emphasizes that in business relationships, clients prioritize honesty and transparency over flawless performance. Acknowledging mistakes and offering sincere apologies can strengthen trust and rapport between service providers and their clients, highlighting the importance of integrity in professional interactions.
In practice
In a business meeting, to illustrate the importance of transparency, you could share this quote when discussing client relationships.
I know that any group of people can become a team if they do the right things, but I came to realize over time that if you acquire or develop the right kind of people, that process of building a team is going to be much more effective and easier.
The truth is that intelligence, knowledge, and domain expertise are vastly overrated as the driving forces behind competitive advantage and sustainable success.
The kind of people that all teams need are people who are humble, hungry, and smart: humble being little ego, focusing more on their teammates than on themselves. Hungry, meaning they have a strong work ethic, are determined to get things done, and contribute any way they can. Smart, meaning not intellectually smart but inner personally smart.
Team members have to be focused on the collective good of the team. Too often, they focus their attention on their department, their budget, their career aspirations, their egos.
Teamwork remains a sustainable competitive advantage that has been largely untapped because it is hard to measure (teamwork impacts the outcome of an organization in such comprehensive and invasive ways that it's virtually impossible to isolate it as a single variable) and because it is extremely hard to achieve (it requires levels of courage and discipline that few executives possess) - ironically, building a strong team is very simple (it doesn't require masterful insights or tactics).
Your focus should be on creating an environment where growth can occur and then letting nature take its course.
I am the woman I grew to be partly in spite of my mother, and partly because of the extraordinary love of her best friends, and my own best friends' mothers, and from surrogates, many of whom were not women at all but gay men. I have loved them my entire life, even after their passing.
In my house, you got in trouble if you didn't speak up. My mom would be furious at us if we went to school and behaved nicely if someone treated us badly. If we got in trouble because we had yelled at them or told them that they were wrong, my mother would be like, 'Good job.'
So we gave up. I'd finally had enough of chasing after a ghost who did not want to be seen. We'd failed, maybe, but some mysteries aren't meant to be solved.
We gave up everything just to sit at your table.
But on the way home tonight, you wish you'd picked him up, held him a bit. Just held him, very close to your heart, his cheek by the hollow of your shoulder, full of sleep. As it it were you who could, somehow, save him. For the moment not caring who you're supposed to be registered as. For the moment, anyway, no longer who the Caesars say you are.
If you close your eyes and think about where you feel the most safe, you're probably not going to tell me it's in a room full of police. You feel safe where you're around people that love you, when you have food and shelter, when you're being pushed to be your best self and learn.
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