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management

Compliments and Criticism: Two Sides of the Same Coin

There once was a girl who dismissed being called pretty and smart and talented. She would smile and nod and go on with her day. Accolades made her embarrassed. There once was a girl that became quite upset when told the cake was dry, her face wasn’t symmetrical, and that the final project was only […]

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Know Your Audience

Know your audience. This advice seems easy enough to follow and makes perfect sense, however it’s often easier said than done.  “While driving home I saw my mechanic on the side of the road crying like a little baby.” “I don’t know exactly what happened but he must have had a serious breakdown.” Telling a […]

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Finding the Root Cause: User Error?

The mower won’t mow. The dog won’t listen. The computer won’t program.  This isn’t the beginning of a sad country song. Rather, it’s the pit we fall in which we place blame on something outside of ourselves. Call it the blame game. Refer to it as a lack of accountability. Tunnel vision causes people to […]

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Listen With Your Eyes: Nonverbal Customer Feedback

Positions posted for any service industry opportunities could include, “Must be a good investigator and be able to read customers minds”.  Companies rely on feedback to know if they are hitting the mark. As service providers we have to seek out positive evaluations. Comment cards, “How did we do” emails, and even face to face […]

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It’s Okay To Be Wrong

“You gotta be able to be wrong, before you can be right. And even then you might need some help.”  Maybe not one for the wall, but awfully insightful words from a ten year old boy.  Xander, the astute author of the above statement, tends to get frustrated by failure rather easily. Historically, he has […]

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A Job Worth Doing

If a job’s worth doing, it’s worth doing well.  I didn’t understand this concept as a young child whose bedroom often appeared that an F4 tornado had blown through recently. Sent to clean my room, I would shove whatever I could under the bed and into the closets. Clothes went unfolded into drawers or tucked […]

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Actions Equal Effort

Showing up to the field slightly hung over, enrobed in a less than pristine uniform stating that you are putting in effort is a disgrace. The mere act of being present does not equate to commitment, aspiration, and achievement.  Accomplishment comes from putting in the work, being prepared, and going all in.  If I sat […]

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One Man’s Garbage

There is something severely satisfying about acquiring someone else’s discarded, unwanted items and giving them a new home. Whether found in an established thrift store, on the side of the road with a sign that states “FREE”, or gifted upon you from a family member that’s trying to free up space, you are the proud […]

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Every Little Choice You Make

Life choices have consequences. While the word consequence comes with a negative connotation, the true definition is simply, “a result or effect from an action or condition”. These results can be positive and rewarding just as they can be unfavorable and penalizing.  Good choices lead to fruitful effects while bad choices create an undesirable outcome.  […]

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Numbers Don’t Lie

Numbers don’t lie. But they also don’t tell the whole story. Relying solely on hard data leads to tunnel vision. Only one piece of the puzzle is being scrutinized, leaving a sense of overall failure, when in fact the success that is occurring outside of the spreadsheet is far more impactful. Goals that rely strictly […]

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