Category Archives: leadership

Is There a Customer Service Crisis, or Is It Just Me?

My time at Disney gave me a pretty thorough indoctrination into customer service. Not everyone gets that sort of training, I realize, and not everyone gets into jobs that require interaction with the public. Nevertheless, I’ve had a couple of … Continue reading

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Putting on Your Lawyer Hat

One rare occasions, I’ve provided an initial “lawyer’s eye” review of small business documents. This has occurred simply because I have a general idea of the sorts of things lawyers will nitpick. That said, whenever I’ve reviewed business agreements, employment … Continue reading

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Who’s in Charge if You’ve Got an Emergency?

Emergencies can appear out of nowhere, even during a pandemic. One day you’re operating under the “new normal,” the next day a subject matter expert calls in sick or the program manager is dragged into a meeting just as a … Continue reading

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Returning from Holidays

I’ve touched on the challenges of returning from a vacation. Today I’ll take a few moments to help you prepare to get your brain back in the game after a holiday. The primary difference, obviously, is that everyone or nearly … Continue reading

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“Bring Me a Rock” Revisited

One of the most popular posts on this blog is my “Bring Me a Rock” anecdote. I don’t pretend to understand why this is so, but the internet is a fickle place. It’s been a while since I wrote the … Continue reading

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