CBS President Scott Ford’s Q&A on IdeaMensch

Every conversation with a prospective or current client can shape the relationship, reveal useful information and influence what happens next. When leaders focus too heavily on their own agenda, however, the discussion can quickly become transactional, leaving one or both sides without a clear sense of value or progress.

Knowledge, accuracy and deadlines matter. But I have also learned that clients remember how they felt during the process. A client’s project might be only one of hundreds on our internal workflow. But to that client, it might be the most important thing they are dealing with right now.