The Magic of Experience

In 1966 Walt Disney quietly began buying up swampland in central Florida. Today, millions of people every year travel from all over the world to visit that swampland - and they pay a premium to do it. Ask your kids where they want to go on vacation and odds are Disney World makes the short … Continue reading The Magic of Experience

A Matter of Ownership

My wife Susan recently shared a sad customer service experience with me. She and my oldest son Andrew were in the middle of a full-days’ worth of appointments. They realized that in order to have anything to eat before dinner, they would have to pick up something and eat on the run. Spying a fast … Continue reading A Matter of Ownership

The Art of Simplicity

You’ve probably heard of the old adage “Keep It Simple Stupid.” Commonly known as the KISS principle, this timeless piece of advice suggests that, in most cases, the simplest solution is the best. When you think about it, this makes sense. The more complicated an idea is – the more moving parts it has – … Continue reading The Art of Simplicity

Smooth Sailing or Time to Batten Down the Hatches?

“Anyone can hold the helm when the sea is calm.” – Publilius Syrus Every summer, I dedicate some of my vacation time to helping out our local Boy Scout troop with their Summer Camp. While I’ve taught a number of classes over the years, my favorite is always Advanced Sailing. It’s not a merit badge … Continue reading Smooth Sailing or Time to Batten Down the Hatches?

Coaching Styles, Part 4 – The Mentor

Any child of the 80’s will recall “The Karate Kid.” It’s a campy movie about a young boy named Daniel who befriends his apartment’s maintenance man, Mr. Miyagi. Daniel is a novice practitioner of karate who is regularly bullied by a group of thugs who also practice the sport. After witnessing Miyagi’s expertise in martial … Continue reading Coaching Styles, Part 4 – The Mentor

Why Managers Don’t Coach, Part 3

My first sales position entailed taking inbound phone calls from people wanting to set up new cable TV service. My job was to convince the new customer that, instead of “basic” cable, they really wanted/needed one of our packages that included premium channels, additional outlets and other extra services. Training consisted of two weeks in … Continue reading Why Managers Don’t Coach, Part 3

Why Managers Don’t Coach, Part 1

As a kid, I didn't participate in many organized sports. I played Little League Baseball for two or three seasons, but don't recall much about it. I do remember the summer my parents signed me up to play soccer. I only played one year. My fascination with the game quickly waned because of one simple … Continue reading Why Managers Don’t Coach, Part 1