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Great Expectations

Probably the most important thing we do in business is manage expectations. If your customer expects a hot juicy steak, it better not be cold. If they are expecting a white sedan, a blue coupe will not do. Whether or not you can get them to accept what they didn’t ask...

How Good Is Your Vision?

Proverbs 29:18 says, ‘Where there is no vision, the people perish’. President George H.W. Bush famously said, ‘I don’t do the ‘vision thing’’. And your mom said, ‘Eat your carrots, it will improve your vision’. Somewhere in those three different perspectives, you can...

The Fable of the Trusted Advisor

In the fable of the princess and the frog, one kiss transforms the reptile into a handsome prince.  The frog can’t make the kiss happen, he has to convince the princess to bestow this favor on him. Once it happens, the two become very important to each other, their...

All Information is Created Equal

We reward the right answer. Getting the right answer leads to correct decisions and actions. Being accurate and correct is a requirement of success. But sometimes our focus on getting the right answer blocks our discovering the wrong one. Sometimes, these wrong...

Why Are We Doing This?

You probably remember the old saw about the wisdom of bringing a knife to a gunfight. Obviously you’ll be out matched and have a bad day. Yet, so much of the thinking that goes into shaping and changing companies revolves around the tools and tactics that a consultant...