I was on a plane recently where the flight attendant never smiled. He had a scowl on his face the entire flight. It’s amazing how this little thing made me feel like I was an inconvenience. It actually had a significant negative impact on me. I really wanted to ask him what his problem was … Continue reading Why Technical Success Is Not Enough.

“Talent perceives differences; genius, unity.” -WB Yeats Yeats highlights a key issue in business, and quite frankly, in our society in general, and that is the belief that we are better on our own or with “our own kind” than we are together with a diverse, multifaceted group. In the case of society, this can … Continue reading To compete or collaborate, that is the question.

“The purpose of life is not to be happy. It is to be useful, to be honorable, to be compassionate, to have it make some difference that you have lived and lived well.” - Ralph Waldo Emerson These are great words from Emerson and they speak in direct opposition to our society’s obsession with getting and having more than our … Continue reading Life, well lived.

Why have so many things in our workplaces gotten so complicated? Maps, gaps, apps, lean, mean, sigma, delta, beta, alpha, adhocracies, holocracies, autocracies, brainstorming, blamestorming, entrepreneur, entremanure, gatekeeper, fatekeeper and all things in between, we’ve found a way to overthink just about everything and it doesn’t have to be that way. Business, in my mind anyway, is … Continue reading Service Doesn’t Have to Be Complex

“But I’m right.” The misguided rally cry for so many who serve customers. Does it matter? Does it really matter so much that you might be right about some minute point? Customers are often wrong, in fact, more times than they would ever care to admit, BUT IT DOESN’T MATTER! There are no trophies being … Continue reading The 55/05 Rule