9 chapterBe Personal

The key to me is an intense personal involvement, regardless of the time of day or night and regardless of what else is going on. Clients feel that. They react positively. And, when they are asked about their professional relationship, they always describe it in personal terms.

—Gary Schpero, former law partner at Simpson Thacher & Bartlett

WE HAVE INSTINCTIVE reactions when we meet and speak with others. We usually can tell if someone with whom we might do business actually cares and is likely to take very personally any commitments he makes to us. It’s almost as if we can hear it in the voice. And we can certainly see it in the eyes.

To some, this might sound rather corny but it is true.

Think about the number of times ...

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