At MB Piland, we know that listening is a critical ingredient in great account leadership. We also know it's a skill that's intentionally developed. We ask lots of questions, listen between the lines, then ask again to be sure we've asked the right questions.

We also find that asking questions of all the right people is important. Clients, of course—but customers, referral sources, distributors, bloggers—and others will also tell us a lot if we just pay attention and listen. This gives us a much more accurate view of what's really going on "out there."

It's the highest praise when a client says "How did you know that's exactly what I wanted? I didn't even know." That means we're doing our job. Today's Harvard Business Review features an article by John Baldoni on asking better questions. It's a worthwhile read. —Martha