Martha Hires—The Good and the Bad of Working with Clients

3 Pages Posted: 30 May 2017

See all articles by Mark E. Haskins

Mark E. Haskins

University of Virginia - Darden School of Business

Abstract

Retiring after 16 years at Evergreen Executive Education, LLC, Martha Hires is reminiscing with a colleague about some of the great and not-so-great client experiences they had shared over the years. Her colleague suggests she make a list of the best and worst client practices to help the firm identify early client-based signals portending a good or bad client engagement to increase the odds for a positive client engagement while also decreasing the odds of a bad one.

Excerpt

UVA-G-0635

Sept. 11, 2013

MARTHA HIRES—THE GOOD AND THE BAD OF WORKING WITH CLIENTS

“It's time to step away…move on…enjoy the grandkids.” Such were the reasons Martha Hires gave in response to the farewell toast her colleagues had offered at her retirement luncheon the day before. It had been a great run, and she had no regrets about having devoted her career to the executive education field or in letting go of it. She now sat in her office on the last Friday of her Evergreen Executive Education, LLC, (EEEL) career with Jack Holmes, reminiscing about some of the great and not-so-great client experiences they had shared over the years. They were not bashful in naming names and laughing out loud. In a few instances, they both experienced a return of the old anger they had set aside when they experienced rude, wrong, and disrespectful behavior from some of their client contacts and executives.

“Do you remember that CEO in Chicago?” asked Holmes. “Wasn't he the one who kept cancelling our scheduled meetings at the last minute and then we found out a year or two later he had been having an affair with an aspiring actress in Los Angeles—heading west to ‘meet with prospective clients' every chance he could, and our meetings were always expendable?”

“Yes, I do,” Hires replied. “When we did meet him, he struck me as cocky and full of himself. I don't think he was ever really behind that leadership development initiative his senior HR leader started. It was probably just as well that we did not have to deal with him directly.”

. . .

Keywords: client engagements, best client practices, worst client practices

Suggested Citation

Haskins, Mark E., Martha Hires—The Good and the Bad of Working with Clients. Darden Case No. UVA-G-0635, Available at SSRN: https://ssrn.com/abstract=2974610

Mark E. Haskins (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States
434-924 -4826 (Phone)

HOME PAGE: http://www.darden.virginia.edu/faculty/haskins.htm

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