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Wake up! Speak French! Originally published in Leaders Edge Magazine

firm operations growth Jun 01, 2019

My parents, sisters and I were on a month-long trip through Europe in 1987 in a bright orange Volkswagen van that Dad still claims he didn’t choose. It was a mechanism for international embarrassment—European Vacation, Teen Daughter edition.

We’d arrived at a toll booth and didn’t have correct change. The “middle sister” was proficient in rudimentary French, but she was asleep. Desperate times. We were blocking traffic, so we screamed at her to “wake up and speak French.” Dazed and confused, she conversed with the toll taker; it’s unclear whether it was her translation skills or his sympathy (or irritation) that allowed us free passage.

This family classic comes to mind as I contemplate the employee benefits industry and impediments to innovation. We are asking the same people who have been successful in this industry because they like process, certainty, contracts and an annual “cycle of things” to now be flexible,...

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