Focusing on Metrics
Many years ago, United Airlines told its reservations center (when human beings were still taking all reservations) that the primary strategic objective was superior customer service. Hence, agents were to carefully explain to all callers the options for fares, routing,
The Crisis of Self Esteem (Episode 1)
Click Here for entire series table of contents
An Award I Won’t Show Up For
The following is absolutely true. On Monday I received a call from someone I’ll call “Howie” from the Institute of Management Consulting (IMC). His voice message told me that the organization wanted to give me an award, and was curious as
The Agony of Small Business Consulting
For those consulting to small businesses, and I mean primarily those that are owned and/or run by the founder or founder's family, I want to extend my sincere admiration and also deepest sympathies. This is one of the very toughest markets
Great Fiction List
Olivia Fox Cabane, a mentor member who calls me "the great god of consulting" and consequently receives priority treatment, asked me for a list of my favorite all-time fiction for her to work on. Off the top-of-my-head, here's what I
Cape Cod Journal: September 25
Just twelve of us at the spectacular pool here, too windy for the beach, but high 70s in the air and low 80s in the pool. The pool has underwater speakers so you hear music whenever your ears are below
Cape Cod Journal: September 24
Cape Cod Redux We began the season on the Cape and are ending it here again, in Chatham, but this time at the Chatham Bar Inn. We found things a tad frosty here when we stopped in for dinner in June,
Guest Column: Notre Dame and Rutgers
(This is a guest column from Dan Coughlin, a member of my Mentor Hall of Fame. You can find the original on his blog. You can find the Hall of Fame here.) September 23, 2007 Rutgers and Notre Dame: The Story of
The Movies: Dancing in the Bark
A real challenge to Koufax, The Wonder Dog.
The Movies: Shopping in Providence, Rhode Island
Show us your hands, and please move away from the salad dressing.