Practitioner Forum: Insights and Ideas

EXPERT OPINION: How to Be Exceptional in the “New Normal”

When asked what it was that made him so exceptional a hockey player, Wayne Gretzky is said to have responded, “I see my job a little different from most other hockey players.” Pressed for details, he said, “my job is to skate to where the puck is going to be.” The question that all of […]

How Do You Handle Price Shoppers?

As I was preparing this week’s article my friend, Dale Clock, posted this question and a followup on his blog Dale Time. (please click on the highlighted words and read his full comments) This is a phenomenon that has become all too familiar and one that deserves discussion and feedback. How do you handle price shoppers? […]

How “Best Purpose” Trumps “Best Practice”

How a part time hostess taught me the most valuable lesson. It was late 1989. Rachel was then in her mid 70’s. A retired school teacher, she had worked for us for about 6 or 7 years. She was a quiet, unassuming and gracious woman who had that gift of always making you feel welcome. […]

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