Have you ever had this experience? You recognize a problem in your business and formulate a policy or procedure to govern how it should be handled in the future. You put the policy in a memo to your employees and send it out by email, discuss it at a staff meeting, and maybe even post [...]

A client recently gave us the book Delivering Happiness: A path to profits, passion and purpose by Tony Hsieh, CEO of Zappos.com. It’s a great book and one story particularly stood out to us. Hsieh talked about how he developed his poker-playing skills through study and practice. He went on to illustrate similarities between poker [...]

Remember the movie “The Christmas Story” and the scene where Ralph drops the F-bomb while helping his dad change a tire? His mother is stricken and certain he must have learned that word from a friend. But the grown-up Ralph narrator says he learned it from his father, who used it all the time. We [...]

Many of us started out in business hearing “the customer is always right” and some people still adhere to that philosophy. But sometimes we want to shout out a resounding “No!” The customer is not always right and sometimes you need to end the relationship. This idea may seem counterintuitive for those who have been [...]