s," was replaced with, "It is not our fault." Since they used outside vendors to perform the work, my optician asserted he had no control over the lab they outsourced the job to.

Rather than addressing the problem—and the broken promise—the optician offered me a new t

I call it the "wave and roll."

You walk up to an intersection. You look both ways before you cross when you make eye contact with an oncoming vehicle. You meet the gaze of the driver. Politely and legally, he invites you to cross first. As you enter the crosswalk, you notice that he continues rolling toward the intersection with no reduction in speed.

How safe do you feel?

Your clients—remember those who you are supposed to protect—have a similar experience when you send them incongruous messages. Step into their shoes for a minute. Do you remember the last time you were frustrated with the service you received? Did they promise the moon and then delivery nothing but dust?

Recently, I ordered a new pair of prescription eyeglasses. The optician told me, "We will do anything to earn your business." At this point you might be saying to me, let the buyer beware. And if you did, you would have a good point. I was told the glasses would be ready in a week. They were not. I was told another week, but still no glasses.

"We will do anything to earn your business," was replaced with, "It is not our fault." Since they used outside vendors to perform the work, my optician asserted he had no control over the lab they outsourced the job to.

Rather than addressing the problem—and the broken promise—the optician offered me a new ta

notice that he continues rolling toward the intersection with no reduction in speed.

How safe do you feel?

Your clients—remember those who you are supposed to protect—have a similar experience when you send them incongruous messages. Step into their shoes for a minute. Do you remember the last time you were frustrated with the service you received? Did they promise the moon and then delivery nothing but dust?

Recently, I ordered a new pair of prescription eyeglasses. The optician told me, "We will do anything to earn your business." At this point you might be saying to me, let the buyer beware. And if you did, you would have a good point. I was told the glasses would be ready in a week. They were not. I was told another week, but still no glasses.

"We will do anything to earn your business," was replaced with, "It is not our fault." Since they used outside vendors to perform the work, my optician asserted he had no control over the lab they outsourced the job to.

Rather than addressing the problem—and the broken promise—the optician offered me a new t

minute. Do you remember the last time you were frustrated with the service you received? Did they promise the moon and then delivery nothing but dust?

Recently, I ordered a new pair of prescription eyeglasses. The optician told me, "We will do anything to earn your business." At this point you might be saying to me, let the buyer beware. And if you did, you would have a good point. I was told the glasses would be ready in a week. They were not. I was told another week, but still no glasses.

"We will do anything to earn your business," was replaced with, "It is not our fault." Since they used outside vendors to perform the work, my optician asserted he had no control over the lab they outsourced the job to.

Rather than addressing the problem—and the broken promise—the optician offered me a new t

siness." At this point you might be saying to me, let the buyer beware. And if you did, you would have a good point. I was told the glasses would be ready in a week. They were not. I was told another week, but still no glasses.

"We will do anything to earn your business," was replaced with, "It is not our fault." Since they used outside vendors to perform the work, my optician asserted he had no control over the lab they outsourced the job to.

Rather than addressing the problem—and the broken promise—the optician offered me a new t

s," was replaced with, "It is not our fault." Since they used outside vendors to perform the work, my optician asserted he had no control over the lab they outsourced the job to.

Rather than addressing the problem—and the broken promise—the optician offered me a new target for my ill will and disappointment, the lab.

Plausible deniability may work in presidential politics, but regardless of who was at "fault," I was out a pair of glasses and the words on the computer screen were getting mighty blurry. A client was unprotected. Coincidently, an acquaintance in another industry had recently shared his reason for outsourcing what was once an internal function. "So that my customers will not get mad at me." A sentiment apparently shared by my optician.

Shouldn't the emphasis be on keeping the client from getting mad as opposed to getting mad at you?

Eventually, I got my glasses. But, my optician lost a repeat customer. And now I am sharing their poor example of customer service with you to illustrate how you can better keep your clients happy, well served, and protected.

To ensure you do not send mixed signals, I will leave you with three considerations.

First, align yourself with your clients. Regard them as partners.

Your job is to meet your clients’ needs, to protect them. If not, then what purpose does