September 30, 2015

When you ask practitioners why they retain you, I’ll bet sooner or later they’ll say something like “He/she has such expertise.”


It seems to be a normal enough compliment at a glance, right? But let’s be honest here. In the landscape of professional service firms, expe...

September 22, 2015


Have you ever had a barber or hairstylist you could always count on to do an excellent job and then, one day, you learned that this very person left their barbershop or salon?


At that moment, which would you be more likely to do – follow the person who cut your hair t...

September 7, 2015


When I was working at SC Johnson, one of my managers had a marvelous way of making hard decisions seem easy. I didn’t always agree with those decisions, but I had to respect her ability to make them consistently and with confidence.


One day, I asked her if there was...

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