Sometimes, I’ll have a conversation with my customers that is very relevant, and I’ll feel that it makes sense to pass the conversation onto others. Last week was just such a case. I had a meeting with the CISO of a government…
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I am a big fan of Vital Smarts books, training, and CD’s. Their first book, Crucial Conversations, contains essential skills needed for success working with other people. It was only later in my studies that I realized that Vital Smarts…
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I went to the book store to get my latest basketful of business CD’s. Almost as a joke, I picked up Robert Sutton’s book, The No Asshole Rule. I’ve worked with difficult people in the past, and hear stories from…
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Here’s some background for all those tuning in. Umar Hameed is a Master Practitioner in Neurolingistic Programming, or NLP. Umar is my best friend. In October 2006, I wrote a yearly plan for 2007. My number one fear, the thing…
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I’ve been having a problem lately. I’ve got a new product, that a lot of customers want, and they want to test it. Our product works best with a long term trial in a production environment. In that scenario, it’s…
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One of the by-products of being relatively self-sufficient ( but not necessarily proficient or artistic) from a marketing and technical side is that I have grown impatient. With even a small company, things have to go through certain people, and that takes a…
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I sent this email to the Governors of Maryland and Delaware. Why am I putting this on this site? Because this is about customer service!Taxpayers are customers. Tollpayers are customers, and it’s time that our time, our money, and our…
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I was 16 when I worked at a marine supply warehouse in Philadelphia. I was the youngest guy there, and worked with mostly older guys. It was there that I learned the lesson that I’ll pass to you today. I worked…
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One of the things I did a number of years ago, at my first President’s Club was watch. I watched the people who were there with me. I also listened. I was watching and listening to figure out what things…
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Authenticity Consulting has a pretty capable resource http://www.managementhelp.org/ , that has good overviews of a number of areas in management. I don’t think “library” is the best descriptor. The site has a good number of high level overviews on a number…
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