I first met George and Margaret Beaton back in 1997 when a professor at the Melbourne Business School suggested I talk to them to get ideas and inspiration about what a lawyer with an MBA might possibly be able to do. Margaret mentioned her 1995 PhD thesis on “The role of quality, value and structural factors on exit, voice, loyalty and neglect in the relationship between law firms and corporate clients”. I promptly tracked her thesis down in the School library and read it. M