“Call me Ishmael.”  “It was the best of times; it was the worst of times...”  These are two of the greatest opening lines in literature, but my personal favorite opening line is this one, “It’s not about you.”  This is the opening line from the book A Purpose Driven Life by Rich Warren.  I like … Continue reading Call Me Ishmael

It would seem many brands have put all of their service strategy eggs into what very well may be the wrong baskets of trying to delight and ‘wow’ customers.  Now, I am not saying I think delighting customers isn’t important, but I think centering your strategy on doing it all of time may be a … Continue reading A Service Strategy for Our Time

I saw an ad recently about a hospital and it started with a doctor saying, “Everybody’s here for a reason.”  In the case of this ad that quote was about every patient being in the hospital for a reason, an illness, but it got me to thinking about how that quote could actually mean more, and … Continue reading Everybody’s Here for a Reason

Paperwork, forms, performance review documentation, goal setting, bureaucracy… all of the hoops to jump through at work can seriously impact employee attitude and commitment. Although all of this stuff may seem to be or even actually be necessary, when put together over time, it can add up to a whole lot of paper pushing and … Continue reading Make It Easier