I’ve overseen the representation of traumatized clients in thousands of cases, and I’ve learned something that might surprise you: the institutional response to addressing complaints often causes more damage than the initial incident. When someone comes to you with a complaint, and you’re focused on addressing complaints properly, you’re not just dealing with their original […]
I’ve seen firsthand how transparency can transform an organization’s relationship with both employees and clients. When I was navigating my own experience at Harvard, the lack of transparency in their process left me feeling powerless and excluded. That experience taught me something crucial: transparency isn’t just about being nice—it’s about preventing unnecessary damage to everyone […]
Transparency is one of the most critical elements in fostering trust within an organization. When employees and clients feel that an organization is open, honest, and clear in its communication and processes, they are more likely to engage positively and less likely to resort to legal action when issues arise. On the other hand, organizations […]
