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11 January, 2023

When I was a kid, my mum loved ornamental owls. So, each Christmas, I would trawl around the junk shops and buy her a new one with my paper round money. I didn’t really like them myself, especially when I was asked to polish the shelves they were on. It took what seemed like all day to do. (In kid years, that probably equated to 30 minutes while watching Saturday Superstore on the TV.)

A few years ago, she admitted that she never really liked them. She had a couple, and we all just assumed she collected them. Being a loving mother, she smiled and said thank you each festive season, all the while amassing a parliament of owls slowly taking over the house. When we left home, they all quickly flew off to the charity shop.

In 2004, I once mentioned that I liked Lindor chocolates. My mother-in-law would buy me enough each Christmas to solve world hunger. But my tastes changed, and I’m not into chocolate anymore, especially when it’s sickly sweet. She isn’t the type that takes feedback like that too well.

So, my simple question to kick start the new year off is: When’s the last time you didn’t assume when it comes to a client relationship*? When did you last ask if needs had changed? You may be surprised by the answer.

Best wishes for 2023!

(* and, of course, that also means staff)

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