(1). An unofficial procedure that a small, smug subset of employees deems better than those of their peers.
“Well, as a best practice, my team always sends each of our clients a personalized holiday card and a little tin of cookies. Our client retention rate is 0.1% better than the firm average, so it’s clearly worth it.”
(1). Someone who was involved with a client for such a short time their absence won’t be noticed. In other words, fire away!
“Hey Mike, what’s up? Susan’s leaving the firm? That’s too bad. How do I want to tell the client? Well … I mean … Susan was more of a shooting star in the relationship, so I’m not sure we need to say anything.”