I cannot underscore it enough. A bad customer is like a bad staff is like a bad entrepreneur (me!) is like a stain on the floor. Do not encourage. Improve. Only that is admirable.
Today's mop list:
- training in spreadsheet software
- training in the maintenance of accounts
- marketing communications, SEO, public profile pages
- internal communications coaching
Nope, not a lot of strategic work, unless you see each reposte as an implementation of higher-level strategy. As for why we do it... well, there was a point in my life when I studied what it means to be a strategy consultant. And then I decided that I would be a much more valuable strategy consultant if I got a lot of experience in ops. Hehe.