By the end of 1978, we had 11 partners and six franchisees, we were operating in 22 cities, and we had about 6,000 clients. We had left Electronic Accounting Systems and were doing our own processing on our own computers.
I have learned to respect ideas, wherever they come from. Often they come from clients. Account executives often have big creative ideas, regardless of what some writers think.
Bureaucracies are inherently antidemocratic. Bureaucrats derive their power from their position in the structure, not from their relations with the people they are supposed to serve. The people are not masters of the bureaucracy, but its clients.