Every Habit Changes Our Baseline
Every Habit Changes Our Baseline When you change a habit, what do you expect to happen? How will you judge your own success or failure? Have you even thought of what success means to you? I was recently inspired by Unconditional Parenting, a parenting book. The author was hammering home some foundational developmental psychology. He […]
AI Sucks at Customer Support
AI Sucks at Customer Support Do you know why AI sucks at customer support? Because it doesn’t have empathy. The problem is that support is not entirely about solving problems. Customer support is service. It is about making sure that your customers are happy. It’s about taking angry customers and ensuring they feel heard and […]
Take Advantage of AI with Better Questions
Take Advantage of AI with Better Questions Are you and your team asking the right questions about AI? Chat GPT in particular, but AI in general, has exploded in the public consciousness in the past few months. It’s a reality that we have more AI tools available than ever before. But I’ve noticed that a […]
The Hot Potato Problem for Software Implementation
The Hot Potato Problem for Software Implementation I had a manager who was asking for an update on an important project. The project had stalled and progress was slow. He wanted to know why. I walked him through the major issues I was having. I had assigned work to three different people and the work […]
Resumes vs Cover Letters
Cover Letters vs Resumes I’ve always agonized over cover letters. They’re a huge challenge for me, I find them difficult to write, and they always sound hollow. They’re also something that I can’t templatize. I can’t reuse them. Every cover letter has to be unique to the job posting. I recently spoke to a recruiter […]
The Limits of Coaching
The Limits of Coaching I was having a one-on-one with one of my employees, and she was having a problem with a customer. The kind of problem that we dealt with often. She was new to the role and was asking some questions. I started to use my favourite leadership technique, coaching. I asked her […]
Best Practice is Overrated
Best Practice is Overrated I had a boss who used to declare his way of doing things, best practice. He would say this about all sorts of things. He said it during HR situations. He said it about negotiations and product ideas. He told us about best practice for pricing and various other things. But […]
Why do I Love ERP?
Why I Love ERP? In 2011 I was worked my very first job at a fiber optics manufacturer. The company needed to upgrade its badly out of date ERP software. They had a project manager who knew ERP inside and out and they had me. I worked in the sales department as a summer job […]