Last week’s post about role models, and the ways they help us have the courage to stand out, reminded me of an airline magazine article about Good Morning America’s Robin Roberts.

You know what it’s like, when you happily run into someone you haven’t seen in a while? I saw a guy named John Dunn recently and it was like that.

I grew up professionally in a world where knowing stuff was paramount (IT consulting) and I continue to live in a world where the same is true (professional services).

It’s not new to any of us that decision-making—others’ or our own—isn’t the rational, logical process we all so desperately wish. “People buy with their hearts and rationalize with their heads” is an age-old sales adage.

I owe this tip to my co-author, Charlie Green, and the great thinking he’s done on how buyers actually buy professional services.