When things go wrong … paying customers want support, internal customers want support, colleagues want support. Everyone wants support. So what is support? Traditionally, three kinds: 1st line is about... Read more
Chances are … they have questions. Questions that have been rolling around, just out of reach, for months. Questions like … what do you think of the deal, how would... Read more
Some things you know, deep down, you’ll have to deal with sooner or later. The benefit of not dealing with it today – an easier life in the short term.... Read more
There are times when something is wrong, when you know it’s wrong, but when there’s nothing you can do about it, and you have to hold your tongue. That’s not... Read more
Whatever needs to be done – whether it’s fixing the dripping tap in the kitchen to building a rocket ship – someone has to be responsible. The question is who?... Read more