As a firm leader, you get it. You understand that your clients are already having an ‘experience’ working with your firm. You also know that their experience working with your firm is not always consistent and you and your team are still spending more time than you’d...
We’ve all been there. You’re standing at a concierge desk or a check-out counter or you are on the phone with customer service, and it is like talking to a wall. Some policy or procedure or bureaucratic rule has trumped common sense. A week ago, I was preparing to go...
I heard a speaker say recently, “There is no reason for any firm to apologize for its need to make a profit.” He was right. Profitability is essential to the health of any business and necessary to enable the business to continue to grow and provide jobs for its...
“The growth of our firm has created more challenges than it has benefits.” This is a quote from the principal of a 660-person construction firm that has been growing quickly. They went from 300 to 660 employees in just 4 years and have felt the growing pains....
Anyone who has worked in an office has had the experience of walking into a meeting to discover that management is launching yet another initiative, program, or system to address a need or problem in the organization. Many of us have become accustomed to watching...
