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Daily we are required to make decisions, recall facts, and balance risks, whether at work or at home. All of this requires considerable thinking yet we don’t really pay much attention to how we do th…

Full confession – I am a huge fan of the now old book (published in 2001), Good to Great by Jim Collins. The book is a study on how companies distinguished themselves as being great, when they started…

Many studies have shown the impact that control of our situation has on our health, happiness, and effectiveness. In one experiment a white-footed deer mouse was placed in a brightly lit cage. The mou…

Do you know what I love about kids? ​Spoiler Alert: It’s not their ability to pick up socks from around the house. But before I digress - allow me to tell you the story of The Neighbourhood Driveway…

The world is full of mediocre leaders, and I am one of them. But I don’t want to be mediocre, and I don’t believe I’m condemned to a life sentence of mediocrity. Most of all, if I have any compassion…

The world is full of mediocre leaders, and I am one of them. But I don’t want to be mediocre, and I don’t believe I’m condemned to a life sentence of mediocrity. Most of all, if I have any compassion…

As a steward of taxpayer dollars, municipal buyers face tremendous pressure to get the best price for your organization. This keeps the tax burden low amid always tight budgets. The mantra often heard…

"There are only two types of companies: Those that have been hacked, and those that will be.",  Robert Mueller, FBI Director, 2012 Executive Summary In 2018, many municipalities in North America f…

When interacting with the people you serve, what is the single most important activity that you can do to make them feel more positively about you? Listen to what they are saying, and remember it. Th…

When you experience failure, loss, or a serious setback do you see it as temporary or permanent? Is failure an event or who you are? Is it a learning or crushing experience? Does it traumatize you or…

As a Customer Service consultant, I have listened to years’ worth of customer service interactions.  I have heard thousands of service representatives ply their trade and hone their skills.  I have co…