I am, without any doubt and by any measure, the world’s worst golfer. Ever. Ever ever ever. Ever*. But no one, and I mean no one, has more fun or derives more pleasure playing golf than I do. And while…
Jimmy Buffett, A Model Leader Is
Yes, that’s right. You can take your Lincolns, your Washingtons, your Jobs, your Musks, your Bartlets, and you can keep them*. My model for leadership is that carnival master, that purveyor of cheeseburgers in paradise, that summer break playlist perennial,…
Excite Me, Goals Do
Oh, for the love of all that is good and holy, why on earth would I follow up the clichéd listicle with GOALS of all things?!? Seriously, most days I don’t know what I’m thinking, either. But hang on… My…
A Listicle, It Is Time For
I am certainly a creature of habit (as has been noted elsewhere), and I do love me some tools. So, for the two of you following me here, I thought I might make note of a few of the tools…
A Checklist Completed, I Have
OK, so, let’s see… Huh. How did that last one get on the list. Oh, wait! I remember! Last week, we received first a text, then a voicemail, and finally and email, each announcing a “stay-in-place” was in effect at…
Central to My Perspective, Customer Experience Is
I find it fascinating (say that word like Spock, raising one eyebrow, please) that I have been in and around the Customer Experience space for more than 20 years at this point. I started out as the sole customer support…
Read, Write, Rest, I Should
Or, why sometimes a bit of reflection is a good thing I’ve developed a new habit of late, heading to one of several local coffee shops in my town when I need to write, and to do so in a…
Buy High Sell Low
Despite the fact that the Mahoney family motto is “Princeps Emere, Humilis Vende”, I am often reminded that humility and the related attributes of kindness, patience, and acceptance are the real secrets to personal and professional growth. Being humble does…
Culture Eat Process
Yes, yes. I know the quote mis-attributed to Drucker1 reads “strategy”, and not “process”. In my experiences across three (four?) industries, so many organizations talk (and certainly write on their websites) about culture, but default to enabling, measuring, and rewarding…
I Don’t Know Anything
I don’t know anything. There’s a song line, I think perhaps from U2, or Rod Stewart, or Crosby, Still and Nash, that goes something like “I wish I knew now what I knew then”. I may have made that up,…