Chapter Eleven: Working from the Balance Beam – Mad Scientist versus the Painter

It’s easy to fall into the trap of using titles, terms, and phrases that sound impressive but don’t help anyone. I remember telling a rep to “just pick up the phone and call them,” thinking it was the key to solving the problem. But at that moment, I saw the confusion on their face—a mix of disbelief and maybe a light-bulb moment for both of us. At least it was for me. If you believe one email, text, or call is the magic bullet, you’ve already lost the client.