Life, well lived.

“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.

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Service Doesn’t Have to Be Complex

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

Customer Service versus Serving Customers

Some companies have Customer Service (CS) while others serve customers. What’s the difference? CS tends to be a department or role whereas serving is a cultural norm. CS is something many companies do because they have to, i.e. not doing so might hurt the bottom line. Serving customers, by contrast, is something companies do because … Continue reading Customer Service versus Serving Customers

Are you really committed to customers?

Your lowest paid workers are the ones facing the most important people to your company’s survival, no, not your bank, not your shareholders, no, it’s your customers. Does that scaling of pay make sense? When times get a little tough, you start cutting those “unnecessary” things like training and customer service. But those things directly … Continue reading Are you really committed to customers?

What do employees want? Stop over-complicating it.

Have you ever thought this, “Why are my employees so unhappy? What do they want?” In contrast to all of the current “15 steps to higher employee engagement” BS, it’s really not that complicated. Employees want to be involved and contribute whatever they can with both their heads as well as their hands. They want … Continue reading What do employees want? Stop over-complicating it.

When you set all of those goals, can you at least make them meaningful?

It seems today there is a constant mantra being propagated about getting super productive, setting measurable stretch goals, and busting a gut to get them accomplished. I can just hear the likes of entrepreneurship gurus like Gary V now, “F**k yes, make it happen!” But, in contrast to the overused and overstated “what gets measured … Continue reading When you set all of those goals, can you at least make them meaningful?