Bad clients. Everyone has them. But you may want to cut even your worst clients a little slack. Sometimes, it’s your lack of setting expectations that leads to the missed deadlines, overwhelm, and ...

“Under-promise and over-deliver” is a hallmark of successful service delivery. It’s critical that businesses meet client expectations instead of fixating on the budget, but businesses that ...

Can these four words adequately convey the mission of a global professional services firm? While we had fancier mission statements for external communications, this simple expression worked well for ...

Client success is a vital component of a business’s overall health. That’s why leaders often track customer success metrics to determine areas of strength and potential improvement. When you ...

Law school and year of graduation: University of Connecticut School of Law, 2006. How long have you been at the firm? 15 years! I was a summer associate at Wiggin and Dana, and then started working ...