Literally a second after I hung up the phone, my customer service representative walked into my office for support on a client issue she was dealing with.

FORBES: Customer Service, Customer Service, Customer Service

At a news conference earlier this month, its representative stood writing in a green notebook embossed with the name of a former client of the firm: Lehman Brothers.

ECONOMIST: A nasty downturn, but politics as usual

But this is very short-sighted, for if a representative attempts to handle a matter beyond his competence, he surely will lose the client.

FORBES: Representation Before the IRS