Tom Hart reflects on a major mistake he made this year: attempting to change a client and breaking a core professional rule in the process. He explores the paradox that you cannot change people, but you can change people, and warns against the mistake of believing there is infinite time to mold a client into an ideal fit. Drawing on the wisdom of David Maister, Tom emphasizes the necessity of genuine care, active listening, and clear communication. He concludes with a powerful reminder to remain persistent in the pursuit of excellence.

You cannot change people, but you can change people