Happy Veterans (and Private E-Nothings) Day

Happy Veterans (and Private E-Nothings) Day

The word “veteran” means someone who served in the military. But it also means someone who has had long experience. Service in the military does not begin as an experienced soldier but rather as an anxious, naive, and lowly recruit. A recruit has no rank,...
You Are Known by Your Works

You Are Known by Your Works

Many years ago, I worked for the president of a bank famous for aggressive bank acquisitions and rapid growth in the financial services space.  The bank ultimately became the Bank of America and the president became the B of A CEO. Hugh McColl was famous for his...
Clear the Customer Experience Parking Lot

Clear the Customer Experience Parking Lot

Parking lot.  We use it in the meeting management world to mean an agenda item that is tabled for later discussion.  It is generally posted on a sheet of flip chart paper, taped on the meeting wall, and then placed on the agenda of the next meeting so it is...
Serving on the Muddy Side of the Field

Serving on the Muddy Side of the Field

It had been raining for days…hard at times.  The soccer fields were saturated.  But, a day of laser sunlight made a soccer game possible.  One side of the field was relatively dry; the other had a few mud holes in low places…like right in front of the...