A Change Long Overdue

Some would say that risks have changed dramatically over the past decade or more.  While the risks may have changed, what hasn’t is the practice of how risks are managed. What I witnessed as ‘risk management’ in the early 1990s is much the same today, though much is touted about the value added that comes …

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The Customer is Always Right

  The following quote captured my attention this morning. It was in an article in Strategy + Business. “For me, if a client makes a complaint, I go bonkers—and the client is always right. My people can provide 150 justifications, but they will be overruled by the client’s point of view. This needs to be ingrained in each …

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