For Goodness’ Sake

While driving today, I overtook a man with a little girl for a passenger. I assumed it what his daughter. And then wondered if she was. The reason this is noteworthy? He was texting while driving. The little girl was not buckled and had her head out the rolled down window. I was angry and shocked at the same time. How could he be so irresponsible? In my incredulity I wondered if it would be right for me to call him out on it.

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So Much To Do, What To Do?

Most people are more pensive at the end of one and the start of another. Somehow the new year mysteriously brings with it some page turning abilities. In a seeming instant things we thought impossible or we failed at in the previous one, are possible. Teams, leaders and individuals imagine their heaven. They see themselves attaining, being and doing more. With so much to do, what to do?

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Reasons For Bad Customer Experiences

Every now and then bad customer experiences happen. I’d like to believe no (sane) organisation goes out of its way to deliver these. I’m lucky that this doesn’t happen to me often but when it does it feels like I’m being back paid. One of these not so nice experiences got me to write down some of thoughts on what a great customer experience should or can be. Its follow up, “How To Complain About A Bad Customer Experience In A Helpful Way” might be worth your attention. For now, let’s look at reasons for bad customer experience.

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The Rallying Point

Early in the movie, Saving Private Ryan, is a moment when soldiers attempt to beach at Normandy. Many soldiers take a bullet and don’t make it to shore. Dead in the water. The living soldiers are taking heavy fire. Then there’s the moment, a soldier asks John H, Miller (played by Tom Hanks), “What should we do now?” Miller responds by saying they should get off the beach. 

The soldier then asks, “What’s the rallying point?” and Miller (/Hanks) answers, “Anywhere but here!” There are many leadership lessons in that scene, but I’d like to focus on the rallying point. 

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Better Is Good

Compelling vision sounds utopian. It should be. Vision that stirs hearts and inspires action is grand. The kinds of vision I’m talking about can even sound almost impossible. It’s vivid. This clarity is one of the reasons for frustration not only in the face of defeat but in small wins too. Defeat, and sometimes small wins, are part of the journey. We can expect them on the way to our preferred future.

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