ABSTRACT
If clients are the most important part of our businesses and client satisfaction is one of the principal objectives of doing work for them, what do we need to do to ensure that these principles become embedded into our work practices? There is far more to client management than ‘smile technology’ or splashing out on a new tea tray and cups and saucers for clients in reception. These are often mistaken for being what client care is about, but there is far more to it than that.
