The Art of Client Service

Chapter 4Transforming a Career into a Calling

Charlie Rose interviewed the Princeton University professor, historian, and civil war author James McPherson about his latest book on Confederate President Jefferson Davis, but the conversation soon turned to a larger-than-life figure: President Abraham Lincoln. Rose asked, “How big was Lincoln's ego?” to which McPherson responded, “Lincoln did not have an ego problem at all; quite the opposite. He was quite ready to recognize that other people might know more than he did on certain questions. He was quite ready to take advice and to seek advice. He was thick-skinned about criticism…. Lincoln did not have this outsized sense of honor…. Lincoln was willing to work with his critics…”

A lack of ego. A willingness to admit what he did not know. Open to the advice of others. Largely immune to criticism. Able to work with people who disagreed with him.

If I didn't know better, I would have thought McPherson was describing a truly extraordinary account person, not someone who unquestionably is among this country's greatest leaders of all time.

The qualities that define President Lincoln transcend personality, speaking to a deeper, more fundamental character. You don't necessarily need to be a great leader to be someone who aspires to, strives for, and ideally is defined by these qualities. You just need to be someone committed to delivering great client service.

If you are one of these people, I suspect you will find that you are pursuing ...