Great Customer Service

At the end of the day, customer service is the management of a relationship. This may be a short term transactional one, or a longer-term, partnership-based one. The quality of the service is determined by its effect on the perceived relationship these two parties have. Great customer service is, therefore, a function of relationship. Whatever […]

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Action Centered

There is a time to plan, a time to dream a time to cast grand visions of the future. It creates clarity, stirs hope and possibility. What it does not do, is get things done. It’s great to speculate about the future or create theoretical models and methodologies. The value of such endeavours is determined […]

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Driving Systemic Change

We are confronted with systems that fail us on a daily basis. The reality is that most of these systems are this way because it’s the best way we know how. Changing systems sound easy, but in practice, the barriers and hurdles are significant enough to maintain the status quo. Driving change at a systemic […]

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Fire Sale

Life happens. It occasionally leaves all our best-laid plans up in flames. We don’t plan for it. We never think it will happen to us. The stats are not in your favour. A fire sale is the best way to make something good of a bad situation. Get some value out of what’s left. It’s […]

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Hens and kittens

There are a couple of ways to look at this. Cats eat chickens. If they are kittens they will grow up to eat chickens soon enough. The only missing ingredient is time. No training, schooling or Tedtalks required to teach cats to behave like cats. It’s in their nature. Conversely, it’s also in the nature […]

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