Devil’s Advocate

Devil’s Advocate

One of my 2019 projects involves solving a complex challenge for a client. I knew that I could come up with a lot of exciting options, but I wanted to ensure that I had a ‘devil’s advocate’ on the review team who would keep challenging my approach, my idea and my...
Three Ladders

Three Ladders

Michael owns a small technology business in Utah. As a regular reader of my blog posts, he reached out to ask for some help as he is a first-time entrepreneur and CEO. He told me that his days feel so scattered and that he needed some coaching on how to get better...
What Do Your Customers Hate About You?

What Do Your Customers Hate About You?

Twenty years ago, I used to trek to a Blockbuster, to rent movies begrudgingly. I hated how they did business, but I liked the convenience of watching movies at home. In early 2000, Blockbuster earned $800 million dollars in late fees pissing off every customer but...
Customer Disservice?

Customer Disservice?

When AAA came to my Mom’s house to jump start or replace the battery in her car, and the young serviceman couldn’t find her battery, I knew something was wrong. I politely said, aren’t you trained to start batteries? He told me that every car is different. That...