Under-Promise. Always Deliver.
I heard it twice today, from two different managers as they shared their experiences from the front lines. In the heat of business battle,...
One Size Does NOT Fit All
One of the keys to building lasting relationships in a service business is the ability to recognize unique client requirements and adapt the approach...
Hard Questions Made Easier
As we explore how to become better listeners and develop a deep understanding of client needs, we know that the process begins with thoughtful...
18 Years
That’s the amount of time it takes a child to reach (theoretical) adulthood and how long it takes for truly fine scotch whiskey to...
Silence Is Not Golden
Success in a service business depends heavily on the elements that surround the service that is actually provided. While the service must be excellent,...
How Would Watson Respond Today?
On March 10, 1876, Alex Graham Bell called out to his assistant, Mr. Watson, through his new electrical device: “Mr. Watson, come here, I...
What’s Love Got To Do With It?
Everything. Love is a most powerful and unique emotion. My Valentine’s Day wish for you is that your life has True Love somewhere in...
Finding the Unexpected
You don’t expect to find a Florida Gator Snowman in the North Georgia countryside, any more than you’d expect to find ideas for improving...
Twelve Months
It takes nine months to have a baby, but it requires a full twelve to have a merger that works. Exactly one year ago today...





