What does “quality” actually mean in consulting and professional services?

In this episode, Dean McMann and Anthony Paluska sit down with Dr. Jose Bronet to dig into that exact question—and why most firms aren’t measuring the right things to answer it. While delivery metrics like timelines and budgets may be easy to track, they rarely reflect what really matters to clients: trust, clarity, and outcomes.

Drawing from his work leading global customer experience efforts, Jose shares a refreshingly practical framework: five questions every services leader should be asking to evaluate quality through the client’s eyes. The conversation dives into why intent matters, how to tell if your team is aligned with client goals, and what it means to deliver excellence beyond a scope of work.

They also explore the unique challenge of remote consulting, where "showing up" looks different but matters just as much, and the subtle ways teams either build or erode credibility with stakeholders. Spoiler: just doing what’s asked isn’t enough.

This episode is a must-listen for anyone leading or supporting service teams, especially if you’re rethinking how to improve consistency, loyalty, or client outcomes in today’s hybrid, high-stakes environment.

Whether you run a PS organization or are just trying to help your team have more impact, you’ll walk away with a more human, more rigorous way to define—and deliver—quality.