"Dick didn't hesitate. “Well, for all I know the real problem is the CEO. If that's the case, and he's not willing to deal with that, then we don't want to be in there wasting our time and energy, and their money, rearranging deck chairs on the Titanic.” I laughed. “I'd be glad to waste their money rearranging the deck chairs, as long as they paid me enough.” Dick laughed too. “We've learned over the years that **having a bad client is worse than having none**.” “How could that be if they're paying you?” Dick didn't have to think about it. “Well, for one, i**t prevents you from finding other good clients. And you're unlikely to get a good reference.** In fact, they're likely to tell everyone they know how you weren't able to help them, because they certainly aren't going to admit it was their fault.” He paused. “And, as Michael used to say, **it just makes you feel bad about coming to work. It destroys the culture.**”" (Patrick M. Lencioni, Getting Naked) --- **Tags** — [[quotes]], [[client-service]], [[culture]] , [[referrals]], [[marketing]], **Source** — [[202303281430 - B - Getting Naked]]