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Know Your Tribe
I have to admit, it was a pretty cool idea for a birthday present for my wife Michelle.She was turning thirty, and I had heard somewhere that Duran Duran was on tour. When Michelle was a teenager, she had been a huge Duran Duran fan, in the way that only a teenage...
Seek First to Understand, and then to be Understood
Whenever I am conducting a job interview, I always end the interview with the same question:Â what is the coolest thing you know? And I tell interviewees that I am as interested in the thought process as to how they derive their answer as I am in the answer itself. My...
Want to be in the Customer Service Hall of Fame? Do the Little Things
Let me tell you about Ayla Azad, a chiropractor practicing in Ajax, Ontario. She should be in the Customer Service Hall of Fame. But before we get to why she should be in the Customer Service Hall of Fame, we have to go back to Ayla having a bad day. It was wet and...
An Important Phase of Change Management No One Told Us About
It came as a bit of a shock. I was part of a team working on a new packaging concept called ‘minimal bottle’. The idea was to develop a solution that would reduce packaging across a range of laundry and cleaning products to be more environmentally friendly, and reduce...