In a people business you have to be for the people. I’ve spoken about this before, but I don’t think you can say it enough. It’s a hard balance to achieve. Clients are the basis of our business, so it goes without saying that we have to focus on them and their needs. But you can’t forget your own people.
With everyone under the gun these days it’s easy to lose sight of how a client’s fears around their business can spill over into their own accountability zone. I’m not saying there is a lot of finger pointing happening, but when a client is getting pressure they tend to pass that pressure on, it’s a normal human response. It’s also a normal human response for the owner of a company to pass that pressure down.
I say do your best to stop the madness. When things start to spiral, and they can, take a step back, look at historical data and make your decisions. I know this is something I have to do since I can tend to get myself into a lather. I think it’s critical to keep your own people accountable since that’s what’s happening with your clients, but it’s also important to remember to temper fear. Your long-term strategy is to grow good people, not just to keep your clients happy.