De-escalation
My experience is that when I have to escalate an issue with people in authority I'm successful 90% of the time. (The other 10% usually involves government.) So the front line manager waffles or can't decide or is afraid, and
The March of Time
Over the past two days I've conducted an interview for my podcast series, done an interview for someone else's podcast, delivered two workshops, completed four coaching sessions globally, and communicated with dozens of clients and prospects, while dealing with properties
Oops
We all make mistakes with clients sooner or later. I've found this sequence to help: • Immediately apologize and show true remorse. If it wasn't you, but an employee or subcontractor, it doesn't matter, the buck stops with you. After acknowledgment and
Avoiding the Parasites
One of my granddaughters went onto our lawn overlooking the Atlantic here in Nantucket last night, and threw pieces of chicken that were left over from dinner onto the grass. Within seconds, two huge herring gulls landed. The second constantly
Learning and Applying Should Be in Propinquity
How much of your college education is actually relevant today, or was even relevant upon graduation? I learned a great deal of applicable, relevant stuff in grammar school, because the teachers immediately had us reading, using math, diagramming sentences, and
That Plane Won’t Be Landing
I knew nothing about pickup trucks when my wife and I decided we needed one to haul animal food, plants, and for forth. I didn't then go to the web and troll auto sites, I asked someone I knew who
Who’s on First?
Once upon a time I was at an executive meeting at an insurance client. The debate at the table was whether to give priority to independent agents' various demands for priority, or to customers (called "insureds"). I finally asked the
Making It
With everyone yapping about inflation and supply chain shortages and the sky is falling, maybe we need to have a different philosophy from "scarcity." How about, say, "abundance"? One technique: When you have an expense that's unexpected or quite high, don't
You Don’t Need A Third Party to Prove You’re An Expert
Have you ever been asked for help by someone and you possessed sufficient experience and familiarity to help them? Were they helped and improved as you provided feedback and encouragement? If the answers to both of these questions is "yes," congratulations, you're
The Non-Profit Problem
My wife and I have been on the boards of dozens of non-profits over they years, mostly in the arts, and I've chaired two of them. She has raised millions for them without ever personally asking for a dime. Many non-profits,