Jan 22, 2025

Who’s the Client? Understanding Who We Truly Serve

This is a challenge most independent schools and colleges encounter. When faced with tough strategic decisions, we often fixate on who will feel the impact. Leaders start analyzing how various stakeholders—parents, students, faculty, and staff—might respond, and before long, they’re tangled in a cycle of change management.

Here’s the honest truth: the real “client” in any major decision is the mission of the organization. Consider this—people come and go. Students graduate, parents move on, and faculty retire. However, the mission remains constant. It serves as the foundation and guiding principle for everything.

Effective leaders understand this. They recognize their responsibility lies in protecting and advancing the mission, not in prioritizing any specific group. It may not always feel easy, but it ensures decisions are meaningful and sustainable.

When you fully adopt this perspective, strategic decision-making becomes far clearer. The next time you face a difficult choice, ask yourself whether it aligns with the mission. If it does, you’re making the right decision.

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