In The Wizard of Oz, Dorothy begins her journey in chaos. A tornado lifts her from the familiar and drops her into a strange world where nothing works the way she expects. This is the same emotional moment every leader experiences when promoted from an individual contributor to a leadership role. 

In our strategic business planning, we often discuss how today’s sustainable businesses are cheaters. Don’t let the title of this article fool you.

Here is the inescapable reality: your front-line employees are the direct link between your company and your customers. To achieve your goal to go from good to great, your employees will need the following skills and knowledge, led by you, to establish a company culture centered on your clients.