The case is about the challenges faced by a family-owned herbal shampoo manufacturing business. Family members across generations were involved in the business but were mainly busy managing daily operations. The business had grown over the years without a structured plan. Though the firm had taken several measures to professionalize its operations and governance, issues of building mutual trust and communication remained unaddressed. Another big challenge they faced was the lack of a leadership succession plan. They had taken the services of an external consultant to address these issues but the solution was not easy to find.