Many in the service industry fall into the trap of prioritizing hospitality over professionalism, mistaking immediate agreeableness for long-term business respect. This approach, while well-intentioned, can result in a weakening of professional boundaries, making it challenging to manage expectations and deliver outcomes effectively.
Instead, a professional must resist the urge to simply have clients like them and focus on building mutual respect and trust. This involves prioritizing what is best for the client and their goals, which may include setting clear boundaries, being transparent about expectations, and communicating honestly—especially when delivering difficult news.
Below is an email exchange between our team and Justine, a trusted consultant for PD. Her objective was to audit a critical operational process and provide actionable recommendations.
An hour before our scheduled meeting, a team member suggested postponing due to several urgent, high-stakes projects that required our immediate attention. Additionally, we didn’t complete our homework from the previous meeting, providing us an additional reason to postpone.
Rather than agreeing to our request, Justine held our team accountable to making the meeting happen – politie and firm. So much so, we felt the need to showcase the email response as a masterclass in professionalism.
Justine’s Email
Translation and Strategy
Hi Lt Worf, Lt Cmdr. Data, and Wesley,
Starts with a friendly greeting, addressing each recipient by name, which sets a respectful tone for the communication. Short and sweet.
I feel similarly about getting more client input before continuing.
Acknowledges and validates the team’s concerns, showing that their opinions are heard and considered.
This is an important, not urgent project, I get it. For us to stay on track, we need to lean in and troubleshoot how to get more responses and set a target for the number we’re aiming for.
Clarifies the project’s status (important but not urgent) and emphasizes the need for a proactive approach, encouraging teamwork and problem-solving.
I recommend that we have a shorter, virtual meeting today to refresh our game plan, keep the energy alive and moving forward.
Proposes a practical solution to address the concern, suggesting a compromise (a shorter meeting) to maintain momentum without derailing schedules.
Let’s keep it to 30 minutes with Lt Cmdr. Data, Wesley, and I. How’s 1:30-2? Can you send me a meet link?
Specifies the meeting duration and participants, making the request time-specific and actionable, while also taking on the responsibility of organizing it.
Lt Worf – since you’re getting pulled into other things, before the meeting can you share via email a few points about how we increase client response and any thoughts about the engagement of the PMs in this?
Acknowledges Lt Worf’s workload and asks for input in a way that allows for contribution without requiring immediate time commitment.
Ideally, we don’t change meetings like this last minute. I know we all are busy and have a lot on the go, but it’s hard for me to accommodate last minute changes. Especially since we planned this 3 weeks ago with a clear next steps and a timeline.
Politely expresses the inconvenience caused by last-minute changes, and reinforces the value of planning and adhering to agreed schedules.
Can we have an agreement to have any meeting changes communicated 48 hours in advance?
Suggests a reasonable and specific solution to prevent similar issues in the future while also encouraging consensus among the team.
I know we can get this reimagined and cleaned up with our commitment and I’m excited to take it over the finish line together.
Emphasizes teamwork, commitment, and a shared goal to boost morale and encourage collaboration, ending on a positive note.
Once we meet this afternoon, we’ll update our timeline and find the next time to meet in person.
Thanks,
Justine R
Outlines next steps in a structured approach.
The balance between being a gracious host and a competent and respected professional is nuanced. The email response by Justine is a great example of how one can navigate difficult conversations. It’s important to ensure that while clients may appreciate your congeniality, it’s one’s professionalism that fosters a strong and collaborative partnership.
This topic of balancing professionalism with hospitality has been thoughtfully explored by industry experts. For those seeking to delve deeper, the following books are indispensable resources:
These books provide further insights into the nuanced art of the professional services industry. They offer practical advice for strengthening relationships, built on respect and trust.
