March 8, 2016


How many clients are truly loyal to your firm?


You’d be surprised how huge the divide can be between perception and reality on that question.


Whenever I’m engaging with firms on a client loyalty assessment, I expect many of the partners within that firm to underrate t...

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...

July 29, 2015

You researched the prospect.

You met with their top people, perhaps several times.

You assembled a flashy presentation showing them all the things your firm could do.


Then you finally won them as a client! Success! Congratulations all around.


Not long after, a funny th...

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