“You don’t have to see the whole staircase, just take the first step.” — Martin Luther King Jr. In a results‑first world, momentum is everything. Not the big, flashy milestone at the end, but the steady, visible progress that keeps teams energized, customers confident, and leaders aligned. And yet, momentum is often the first thing to disappear when work gets complex. Long timelines, shifting dependencies, and competing priorities can turn even the most exciting initiative in

The Stanley Cup Final wrapped up this week (I’m a lifelong Penguins fan, but congrats to the Hurricanes and their fans!) As someone who grew up at the rink, I couldn’t help but break from my usual format and reflect on how many lessons from hockey translate directly to project leadership and customer leadership. Two phrases in particular have shaped how I show up, on the rink and at work. 1. Know your role - but be ready to be the next player up Every hockey player is coached

“Integrity is telling myself the truth. And honesty is telling the truth to other people.” — Spencer Johnson Most customer escalations don’t come from the truth. They come from avoiding it. Over the years, I’ve watched teams spend weeks (sometimes months) trying to avoid one of the hardest truths in project delivery or customer service: Sometimes the customer (or a specific request they made) is not a fit. I once worked with a team trying to save a customer account. We spen

“Trust is built in drops and lost in buckets.” – Kevin Plank Earlier this week, I logged on after a long holiday weekend. I felt foggy, sluggish, and could already sense the pressure of a short week stacking up. When I joined my first meeting, it was obvious I wasn’t the only one feeling it. The room had that quiet, cranky energy to it, the kind where even forced small talk feels like work. It struck me that most of us had probably done the same thing: stayed up too late, eat