Sometimes customers think, believe, even expect that we can read their minds. And sometimes we appear to. But I see over and over how often we misjudge what even close friends and loved ones would... Continue reading
Last week, I bought a pair of silver shoes with rhinestone doodads for a black tie event. Not my sort of thing, actually, but the outcry that ensued when a few of my fellow attendees... Continue reading
Abraham Lincoln, famous president, folk hero, and a known depressive, said, “Most folks are about as happy as they make up their minds to be.” I’m not sure if this observation had any real utility... Continue reading
Isn't it amazing how sometimes you have to be nice and kind to awful people who don't deserve it? Take collections, for example, either commercial or non-profit. People make commitments to pay — but some... Continue reading
There is no “business as usual” any more. Do you know anyone who isn’t a little more urgent and intense than they were three years ago? Senior people who relied on secretaries and minions now get... Continue reading
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