For those of us not quite old enough to remember the late great Karl Malden commercials for American Express, again, I refer you to YouTube. Search for "Karl" (with a "K") Malden American Express commercials.

“What WILL you do?” Great stuff!

I think back to those commercials when I consider the dilemma of Revelation X™. Here, we’ve been doing a great job for our client – working hard and solving the problems they hired us to solve. At the same time, we’re doing an equally great job for our company – bringing operating efficiencies and fee increases that enhance our income and margins. We’re blissfully anticipating “Manager of the Year” awards while our client is struggling to remember just what they’re paying for and exactly what we’ve done for them lately. The “Value Gap” is staring us squarely in the face and we don’t even see it. But our contract is now at risk. “What will you do?”