On Mission

Being on one creates polarity. It distinguishes between that which relates to and serves my current mission and that which does not. This polarity is very useful. It enables me to prioritise accurately. We all prioritise all the time. Usually along the lines of who shouts the loudest or who moans the most incessantly. Prioritising […]

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Pathways to Purpose

The first is a long journey with a stopover in a town called Discipline. There we are shaped and groomed through instilling of values, structure and dedication. It requires long hours of perfecting fundamentals. To our astonishment, we gain depth of understanding and a certain responsiveness possible only because of a well-trained subconscious. When we […]

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What you have to offer

You have one of two options. You could create something “me too”. It’s an option that exists but with your branding. This is quite easy. Figure out the recipe for what someone else is doing and copy it. The end result will be decreased profits for everyone and a race to the bottom since the […]

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Involved or committed

The fundamental difference is not one of capacity or skill. It’s one of intention. When we want to be involved, we join for the experience and the benefits. We pursue the convenience and the added value. By the same measure, involvement fizzles out when the cost rises. When the trade-off becomes too steep or the […]

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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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