Time For Change

If you or your organization are charting a new course, those waters might prove treacherous if you or your management don’t budget time, patience, and incredible focus. Resistance to Change (Dr. John Kotter) Why Change Is So Hard (Gallup)

Rules Of Engagement

I doubt many of you remember the CBS sitcom by that same name, running on-air from 2007 to 2013, with roughly 100 episodes. The show was the handiwork of Adam Sandler’s production company, and although episodes were charming at times, Rules of Engagement had poor reviews throughout its run. Critics…

‘All Thumbs:’ The New Customer Service Era

We’ve all seen it, and some of us have actually done it ourselves. That moment when we’re so fixated on our mobile devices (smart phones, tablets, etc.) that we “disengage” from what we’re supposed to be doing, whether that’s walking, talking, or heaven help us, driving. No, this month’s brief…