Customers hate it when they can’t get to speak to a decision maker. When they’re complaining and want satisfaction, but there’s a barrier between them and the human that takes responsibility....
READ MORE
Things go wrong.
When it happens, you do your best, you handle it, and you move on to the next thing. Thing is, sometimes, what goes wrong affects other people … and...
READ MORE
Things go wrong. Nobody purposefully designs it that way but it happens, and everyone accepts the possibility and, in most cases, the reality. The question then isn’t whether to put things...
READ MORE
There’s a natural pace to everything. And for change, that pace is … leisurely. It will change, but in its own good time. It will change, but at a glacial almost...
READ MORE
We all have tools we turn to time and again. Our investor deck structure, the way to handle a difficult conversation, how to manage a crisis, how to contract with suppliers,...
READ MORE