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In the Year 2020

Dear Future Traveler, You probably studied the events of 2020 in school. I’m sure you learned the major details about The Pandemic. A coronavirus that had nothing to do with beer. Got formally named Covid-19, but few know the details around 1-18. Started in Wuhan, China. Spread throughout the entire world. Too many lives lost.…
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June 10, 2020 0

Who Owns the Customer?

Ever try to locate the customer service helpline on a website? If there is a phone number, it’s buried deep in the site, beyond email, live chat and robot chat. You finally find and call the number, understandably expecting to speak to someone prepared to help you, the customer. It’s “customer” service, right? Silly you!…
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April 29, 2020 0

The Business of Storytelling

My first job was as a bank teller. We had high stools on wheels, and I was glued to mine. I mastered the art of effortlessly wheeling from the computer to the back counter and back to my window, never leaving the comfort of my seat. There were the occasional blips- like when I scrambled…
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February 14, 2020 0

OK Boomer

Yeah, I’m going there. The latest shot fired across the internet has boomers highly offended. It comes across as dismissive and snarky. But is “OK, Boomer” the clapback to “OK, Snowflake?” Why is “OK, Boomer” resonating with young people, and getting on the last nerve of Boomers? According to those who deftly wield the disparaging…
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January 13, 2020 0

Now Hear This!

In the news: Employee who was no longer employed at his company showed up on day to visit his former colleagues. They did not know why he was no longer employed there- just that he was a former colleague and a good guy. They let him in, welcoming him with back slaps and “howyadoin’!” They…
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December 12, 2019 0

Understanding Generations

I’m often asked, “What are the official birth years for the various generations?” The short answer is- there is no official data. A quick search will turn up a variety of answers, and none of them are more “right” that the others. The defining of generational time frames and characteristics that started around the time…
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August 21, 2019 0

The Art of Proficient Communication

One Cannot Not Communicate. I wish I’d said that, because it pretty well sums up a key problem with communication. It doesn’t solve anything, but it does provide a starting point. Paul Watzlawick gets credit for it as the most famous of his Five Axioms. Although most of his work was in the field of…
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July 18, 2019 0

More About Mary

Got lots of feedback for the article, Something about Mary. Here’s some of it. From a consultant: A participant in a customer service training program was so relentlessly negative, bullying and overpowering that the facilitator decided that no one would benefit from her attending the second day. When she shared her recommendation with the client…
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May 1, 2019 0

Fully Engaged

An employee on the receiving end of a merger was overheard telling a customer, “These new people have no idea what they’re doing. If I were you, I’d take all my accounts out of here as soon as possible!” While much effort had been put into processes, procedures and technical training, not enough attention was…
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May 1, 2019 0

There’s Something About Mary

Mary was a dedicated, long time employee, hired for her technical skills. She was well-liked by customers and co-workers. She got excellent performance reviews and was rewarded with regular pay raises. Her company had a very good share of the local market, but Mary’s industry began to undergo significant changes that dramatically changed the nature…
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February 27, 2019 0