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The Leadership Paradox

I’ve just return from a two-day conference where much of the discussion revolved around leadership. It got me thinking about a curious human characteristic that I’ll call the Leadership Paradox.

On the one hand, we all like to think of ourselves as special. We have unique talents to offer. We are all above average. Everyone wants to be treated better than …[MORE]

Trick Question

Q. How do you avoid unwanted marketing?
A. You can’t. No matter what you do.

Times are tough all around, and many companies have responded to difficult times by tripling their efforts to recruit new customers—by force, if necessary.

I’ve been getting countless robo‑calls, despite being on the no‑call list. I immediately hang up on any recording, but by that time I’ve already …[MORE]

The Best Worst Teacher I Ever Had

It was an “obstacle” course—one that either earned you your diploma or forced you to change majors. It was offered once each year and taught by only one professor. I signed up.

On the first day of class he laid out his plan. We would have regular homework assignments that would be discussed in class; he would give …[MORE]

Who Are You Rewarding?

As I said previously, I recently switched from a satellite dish to digital television. Once the transition was complete, I called the satellite service to cancel my two-year-old subscription. During that time I’ve paid every bill on time and in full, so I would consider myself a good customer.

When I ordered the cancellation, the customer …[MORE]

Customer Disservice

This is likely become a tirade. I’ll do my best to avoid it, to keep the discourse meaningful, but I suspect that it will inevitably erode into nothing but sound and fury.

In recent months, I’ve had a few highly disturbing encounters with corporate customer service representatives. Now I’m not generally a complaining customer. I don’t send …[MORE]

Over-site

I just needed cat food.

I needed prescription cat food for an ailing cat, so I could only get it at the vet’s office. And it was Sunday. I knew my vet kept office hours on Sunday, but only for a very short window of time. My mind kept coming up with “two” and “four”, but …[MORE]

The Devine Message

A church along one of my frequent routes has a message board outside, one of those with movable letters. Such boards are often used to quote scripture, announce church events or offer up pithy messages. The church I often pass is fond of the pithy message. Recently, I saw them offer tips on communicating with …[MORE]