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Perseverance

Would you believe that four legendary, NFL Hall of Fame coaches had a combined record during their first year of 4-53-1?

Tom Landry – Dallas Cowboys – 1960 record of 0-11-1 Chuck Noll – Pittsburgh Steeler – 1969 record of 1-13 Bill Walsh – San Francisco 49ers – 1979 record of 2-14 Jimmy Johnson [...]

What I Learned from a DirecTV Representative

I recently became a DirecTV customer after many years with Time Warner Cable.  The divergent customer service experience that I encountered with these two companies reinforced a few lessons that I want to share with you.

It all started with a call to DirecTV to cancel my order due to a misunderstanding I had [...]

The Parable of Dysfunction

Please refer to Figure 1 for the following parable:

There once was a man named Jacob who worked for a man named Andrew.

One day Andrew’s peer, Ben, asked Jacob to create a new report for him.

Jacob sent a draft to Ben asking for feedback.

Three days later, Jacob received an email from [...]

Seven Characteristics of a Successful Personality

I just finished reading the classic self-help book Psycho-Cybernetics by Dr. Maxwell Maltz. He outlines the following seven characteristics of a successful personality:

#1 – Sense of direction – Be goal-driven, always looking forward, always striving for something.

#2 – Understanding – Focus on your communication skills. Realize that people react to things based on [...]

The One Minute Manager

I recently re-read The One Minute Manager (Ken Blanchard and Spencer Johnson, M.D.). This classic first published in 1982, should be required reading for all leaders including those in the marketplace, parents and those in ministry.

Below is a synopsis of the lessons taught in the book:

Set one minute goals Give one minute [...]

Do You Carry Donkeys?

Do you spend time concerned with what other people think about you? I recently came across an expression and a story both of which display the futility of doing such:

At 20 years old you wonder what other people think about you.

At 40 you don’t care what they think.

At 60 you realize that [...]

Should I Start My Own Business

In challenging economic times such as the ones we are living through today with high unemployment and stagnant growth, many people are contemplating starting their own business.

A friend of mine, who has spent much of his career in Corporate America, recently asked me if I thought he should start his own business rather [...]

Half Empty or Half Full?

There once was a woman who woke up one morning, looked in the mirror, and noticed she had only three hairs on her head. “Well,” she said, “I think I’ll braid my hair today.” So she did and she had a wonderful day.

The next day she woke up, looked in the mirror and [...]

Idea Journal

Over the years, I noticed that many of the people I respect most maintain the habit of journaling. Some of them capture their thoughts in prayer journals while others use it as a diary of sorts. Personally, I started journaling about five years ago. I fill mine mostly with observations about life, work and [...]

Opportunities in Customer Service

Recently I was in the market for a new laptop computer.  I found what I was looking for on BestBuy.com.  Everything was going swimmingly until I hit the button to choose the store location from which I would pick up my new purchase.

I choose the location nearest my home and found out that [...]