04
Dec
Proactive Stance
Why telling clients about problems before they discover them builds more trust than hiding them.
The Recall
In the fall
5 min read
INFORMATION FLOW
04
Dec
The Gate System
Why structured checkpoints save more lives than heroic intervention.
The 67% Problem
In American hospitals, something kills more patients than
5 min read
04
Dec
The Information Flow
Why Account Management succeeds or fails at information flow, not relationship warmth.
The Three-Second Silence
On March 27, 1977, fog
7 min read
04
Dec
The Upstream Principle
Why fixing early prevents failures late, and where you should focus your attention.
The Safety Speech
In 1987, Paul O&
5 min read
04
Dec
Trust Unlocks Disclosure
Why clients withhold information, and how to create the conditions where they share.
The Braintrust
Every Pixar movie starts ugly.
6 min read
04
Dec
The Story Anchor
How to carry your client's voice into every room they're not in.
The Empty Chair
Jeff
7 min read