Accounting for Irate Customers

What is it about customer support that drives us mad? Not just for those of us that manage and provide customer support, but ourselves as consumers. Is it that as a society we have lost all faith in the ability to get what we perceive to be quality service that we immediately begin each engagement with…

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Conflicted with Business Processes

The idea of implementing a process is one that should provide insight and guidance. Yet, I find myself conflicted when I think about the idea of putting them together. Not because they lack value, but because I know that their intentions will be lost over time, and they’ll inevitably be leveraged as a crutch and…

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The Power Of Two in Business


I sometimes sit and wonder how things ever got started. I wonder if it’s something that could be reproduced, or if it was just a luck of the draw. What I do realize however is that alone I don’t believe much could have been accomplished. In the beginning there were three of us at our…

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It’s Ok Not To Know

I Don't Know

I can’t remember when it became necessary to know it all. Can you? Somewhere in our psyche though, as we’ve evolved we have found this need to have an answer to everything question. If we don’t have the answer, we somehow feel weak or incapable, and worst yet feel that others will look down on…

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A Culture of Yes

Culture of Yes in Business

I have a friend, Chris Lema who loves to write about how much he says no, so much so that he has an entire tag dedicated to it. When you think about it, it makes a lot of sense. Your ability to decipher the noise from the rest, is a bit of an art, and…

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Mean People Fail: Do they Really?

Mean People Fail

This past weekend I was reading Paul Graham most recent article, Mean People Fail. If you don’t know who Paul Graham is, and you’re in the tech startup world, do some homework. He’s one of the most influential minds in the space today, followed by every would-be and successful entrepreneur in the world. I can’t think of a single person…

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