Labor in Our Business

Given that today is Labor Day in the US, I thought I might comment on the role of labor in our consulting practice. First, let's start with a strict definition courtesy of Dictionary.com.

Defn: productive activity, esp. for the sake of economic gain.

Secondly, let's consider this definition more deeply in the context of our business. Does KR use labor as defined above? Yes, we unmistakably employ labor heavily in pursuit of economic gain. Every Knowledge Warrior is a source of this motive force. From the standpoint of management, the Knowledge Warrior is intended to conduct activities that are productive for KR.

Finally, let's consider the role labor plays in our services. Does KR sell labor? I think the answer is no. There is a distinction between the employer/employee relationship (Knowledge Warrior to KR) and the client/service provider relationship (Knowledge Warrior to client). An employee acts productively. A service provider provides services. We must recognize that productivity to our clients, while often important, is inferior to the provision of services whose value is perceived positively by the client. Said another way, an activity whose value is perceived most highly (a service) is not necessarily the same as the activity that is most productive (in absolute terms). When this is the case, as service providers, as consultants, we should prefer the former and shake-off the normal instinct to relentlessly pursue the latter.

This was a hard-won lesson for me in joining this service business. Sometimes, we need to back-off from our cultural impatience for action—to NOT rush to get the job done. Sometimes, the activity of most perceived value may be inaction. Since, intuitively, productivity is weighed against a volume of tangible deliverables, this flies in the face of our definition for labor. Recognizing that intangible deliverables are often more valuable to our clients than those resulting from 'productive activity'. Knowledge Warriors must seek to understand productivity in the provision of services more holistically. We can hold fast on our core belief in getting 'it' done quickly and effectively. We must embrace the notion that the client's 'it' always includes an element of desired, intangible action. This holistic notion reflects positively on the client's perception of value and therefore fulfills your commitment to act productively in pursuit of economic gains on KR's behalf.

Happy Labor Day.