In one tension-filled scene from the 1967 movie Cool Hand Luke, the Captain, a prison warden, angrily tells Luke, an inmate who has resisted his authority: “What we've got here is failure to communicate.” Indeed, the lack of communication between the two is critical to the film’s storyline…and its success. But in the business world, failure to communicate can – and does – wreak havoc on performance. This is especially true in professional services organizations (PSOs), where so mu...
