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The best lesson I ever taught : Comments
By James Page, published 3/10/2016The best lesson I ever taught was where I said nothing.
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Your observation is spot on and is an example of a wider principle learned the hard way by people running a business or practice. That is this: The best decisions are made as close as possible to the coal face.
i.e the person handling the matter is in the best position to decide what to do in a particular set of circumstances--- even if the decision is to seek guidance from the older person further up the chain of command.
e.g Directions from "on high" as to when to send out a bill are common in large legal firms. The manager of the practice wants the monthly figure to look good.
I used to have a white board on which I drew a steep mountain. I listed the client's comments on it. It started at the bottom of the ascent with " Can you take this on. If I lose this I am a gonner."
Further up the mountain was: "Do you have to go into all this detail, do you have to be this thorough?"
UP near the top:" I don't know how you can take the pressure litigation must put you under all the time"
At the top: "We won. If you had not made that effort the whole true story would never have come out. I owe it all to you"
A little down the slope from the top: "Gee I was a good witness"
Further down the slope: "If I had made the effort I could have handled it myself."
Further down the slope, after the bill is sent out: "Bloody shylock. That's the last time I'll use a lawyer"
The idea was to set the frame work up for the person to make the right decision at the right time rather than have a decision made by a person not familiar with the circumstances.
Same principle, different professions.
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