“Who questions much, shall learn much, and retain much.” -Francis Bacon I was training someone once, and they asked, "If I get stuck, how will I know what to do?" My response? "Ask. Just ask." Questions are powerful. They allow us to learn. They are the fuel for invention. They send a message (“You matter, … Continue reading Questions 

“The greatest virtue of [mankind] is perhaps curiosity.” -Anatole France Why? Because curiosity helps us live.  It’s where innovation comes from, asking questions, wondering why, what, and how. It’s where we solve problems. It’s the catalyst for service, for going together in search of better. If I see you have a problem or you need … Continue reading Curiosity may have killed the cat, but it’s helpful for humans

The art of art—or any work—isn’t just in the outcome; it’s also in the struggle. The struggle to make something from nothing. The struggle with imposter syndrome. The struggle to make something work that shouldn’t. The struggle to accept accidents.  Being human is messy and beautiful at the same time. And it’s in the messiness … Continue reading The messy middle. It’s us.

Love. I believe it changes everything. I have seen the hardest of hearts turn to jelly and become the kindest of hearts when they were connected to love. It seems to be the most powerful force in the universe. It can take losers and make them winners. It can take the broken and make them … Continue reading You can change everything.

You go on vacation, you have a great time, but then they come—the surveys.  Would you recommend us? On a scale of 1 to 48.6, how were the pillows, the bed, the room, the Wi-Fi, and the door handles?  Geez, how long is this thing? I don’t even remember the door handles.  Then there’s the … Continue reading Surveys. We can do better.

“He who knows enough is enough will always have enough.” -Lao Tzu There’s an old story of the authors Kurt Vonnegut and Joseph Heller talking at a party being held by a big-time financial mogul. Vonnegut mentions to Heller that the host made more money in a day than they will make in their lives, to … Continue reading Enough is enough … and you are enough.

Business requires people. Some are employees, some are customers, and others are suppliers, members of the community, or investors/shareholders.  The problem is that, for the last 50 years or so, this last group, investors/shareholders, has gotten the lion’s share of the attention. And while this select group is important, a much larger population fills out … Continue reading Service-focused strategy. Is it time to give it a shot?

If we think of AI as a child, then the technologists behind it are terrible parents. It appears they give it free rein to go and do what it does without guardrails. They give it an objective to find an answer without any values or moral training as guidance. What parent—outside of a neglectful or … Continue reading AI needs better parenting

When I ask people, “What is the purpose of business?” The typical response is, “To make money.” To that, I have to ask, “How do you make money?” There’s only one answer. You have to provide value that helps customers. And providing value that helps customers is …service. So, service must come first. It must … Continue reading Stakeholders, Service, and Relationships …THE Keys to Success

When you are reading a book, it’s nice to start a new chapter. It gives you a sense of forward motion. It’s a point where you can appreciate what you’ve learned and get excited for what’s to come.  We’re getting ready to do that on the calendar. While many argue it’s just another day—it is—we … Continue reading A new chapter