All of us have times when we are faced with difficult decisions. The reasons for the difficulty are as varied as the decisions each of us faces. Perhaps the difficulty is because it might have financial consequences or maybe someone’s feelings are going to get hurt. Maybe the difficulty is because, regardless of the choice…
Read MoreSeems like an obvious enough question, doesn’t it? My buddy called a Harley Davidson store to find out if they have a leather jacket exactly like the one he has (his has worn out.) The salesperson at the Harley store says, “We don’t have it in stock, but I would be happy to call around…
Read MorePlease read the headline carefully. Then read it again. When all extraneous issues are stripped away, the customer experience is the single most critical factor in determining your success. In a very real sense, nothing else matters. How that experience is defined is your key to continuing to prosper. I sometimes hesitate to speak of…
Read MoreI know, I know, you are probably thinking you find both fault and favor. Admittedly, some people are balanced in their view of people and events but for the most part everyone has a bias.Everyone tends to lean one way or the other. Everyone, that is, that has any real interaction with people or life…
Read MoreConflict is a fact of life. I have spent the majority of my life in conflict…well not actually IN conflict, but at least helping people through it. Even though I know how to handle conflict, it is not always easy. It is important to remember that you aren’t supposed to enjoy it. But there are…
Read MoreI was listening to a couple of people in a conflict the other day. As I listened, I noticed something so glaringly obvious that I had to make this month’s RESULTS about it. As the two struggled to communicate, the conflict seemed to get more frustrating for both of them. It’s not like the conflict…
Read MoreThis month I want to share a brief message that my friend sent to his staff after the Dallas shooting. Leo Ardine is the CEO of United Teletech Credit Union in New Jersey. His daughter sent him a text expressing her sadness about the recent tragedies going on in our country. His response moved me…
Read MoreThose of you that have been reading this blog for a while realize that I really dislike clichés. In fact, I dislike them so much that I regularly make fun of them. So you may be puzzled as to why I chose the first comments of 2013 to have a cliché at their core. The…
Read MoreA few days ago, I was having a conversation with a friend who was very upset about a text message she received from someone she was dating. On and on she went over what it said…..and the “attitude and emotion” of the text. Clearly there is no emotion in a text, and people certainly can’t…
Read MoreIt has for me, THAT’S for sure. At the time of this writing, the Malaysian Airlines 777 hasn’t been found. Not only has it not been found but it seems that those at the airline are wandering around in the wilderness. Were it not for the support and help of the international community there is…
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