259 Cowley Ave, Ottawa, Ontario, Canada, K1Y 0H2


  1. Move from a “generalist” to a “specialist” mentality. Have a scalable model with individuals deeply focused so that you don’t try to reinvent yourselves each day and so that you can build standardized systems and processes.
  2. A client belongs to the team; everyone owns responsibility. Team members must have an ownership perspective.
  3. You must spend time building team structure and culture for it to thrive. Culture is the glue that holds it together. Trust the model and your team members, and hire only those who fit the team.
  4. Don’t go to a client meeting alone. Team members should attend to add value.
  5. Treat your staff like “A+” clients.
  6. Segment! Streamline the business and eliminate those who do not fit. Turn down the wrong business, as life is too short, and the wrong type of client can potentially drain your resources.
  7. Put clients first. Philosophical congruence is that everyone is here for your clients, and everything you do is because of them.
  8. Cycle team members through meeting all clients so clients understand the breadth and depth of the team.
  9. Assign team members to specific clients – Senior Relationship Manager, Service Manager, etc., — so the client understands whom to contact for what purpose.
  10. Focus on what you love in this business, and the personal reward will follow.
  11. Evaluate EVERYTHING – team members’ strengths, roles, tasks, etc.
  12. “Rigorous Systems” = more economies of scale = more time for client interfacing activities.
  13. Commit to MEET and COMMUNICATE. Conduct an annual planning session offsite to set written goals and a plan for achievement. Schedule a quarterly meeting (dinner) to “tinker” with the plan. Restate goals monthly. Hold a weekly two-hour sharing session of what is going on with everyone and with clients. And finally, carry out a daily discussion of the plan for the day.
  14. Run your business as a business. Put pencil to paper for the plan, mission, vision, market niche, organizational structure, etc.
  15. Trust the process of what you do. Market it as well as the team – it is bigger than you!

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