Business Quote by David H. Maister
““It is important to note that while goods are consumed, services are experienced. The professional service provider is (or should be) as much in the business of managing the client’s experience with respect to professional services as in the business of executing technical tasks. Much””
About This Quote
Source Book: The Trusted Advisor, 2000
Professional services should focus equally on delivering technical work and managing client experience.
In simple terms: Balance technical execution with client experience.
Key Takeaway
Prioritize client experience alongside service delivery.
Themes
service design
client experience
professionalism
Mood
analytical
strategic
Type
advice
theory
When to use this quote
- consulting engagements
- service contracts
- client workshops
- feedback loops
Key Concepts
experience management
value creation
relationship building
Questions to Reflect On
- How can firms embed experience into technical work?
- What metrics capture client experience?
A Different Perspective
Clients may resist experience‑focused changes.
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![“If the State does not acquire supremacy over [vast private] enterprises, it becomes their puppet, and they become the real State.” quote by Bertrand Russell](https://sms4smile.com/quotes/img-quotes/bad/bertrand-russell-69_acquire_if-the-state-does-not-acquire-supremacy_1379.jpg)