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Case Study
  • Service

Professional Leadership: Walking the Tight Rope

Leaders must give customers what they need, not just what they ask for

Publication:
Lean & Six Sigma Review
Date:
November 2021
Issue:
Volume 21 Issue 1
Pages:
pp. 16-19
Author(s):
Harvey, Jean

Abstract

Professionals serve through leadership rather than subservience. It is sometimes difficult without practice to recognize the line between being a responsible professional, leading clients to what they need rather than to what they want, and being like a service worker interested in the most rapid turnover and the highest sales volume. When sales are more important than service, professionalism may be sacrificed. The true professional may seek a no-sale if it is in the client's interests.

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