Effective listening is a professional achievement-achieved only through hard work.
Management is about arranging and telling. Leadership is about nurturing and enhancing.
Treat the customer as an appreciating asset.
You have to stand out if you want to move up.
In McKinsey's world, all of life is one of two things: strategy or organization.
Remember: You are the only human being in the world who can help this particular customer at this particular moment in time.