Have you ever seen a charity auctioneer work a crowd to get the money flowing on an auction item? It requires a masterful balance of...

“Do Not Pass Go. Do Not Collect $200.” I’ve been thinking a lot this week about the detours we take for ourselves, instead of driving...

“Capacity vs. Prioritization: what are you and your organizational struggling with most? I really want to, but I just don’t have the...

A client I was in a Zoom call with last week asked me, “What can we offer to stand out from competing organizations?” I told him that we...

What’s terrible customer service? Let me tell you a story. I was talking to a friend last week, and she asked my opinion on what she...

Let’s talk about empathetic customer service. As a parent, you sometimes need to keep secrets. My nearly 2-year-old son has a stuffed...

Last Thursday evening found me stepping into an independent bookstore in Monterey. Not the “old copy of Dickens” kind, more the “crystals...

If you can avoid the mental shutdown that can come from Christmas music blasting from every speaker, this is a great time of year to...

I was on a coaching call with a client last week, and he asked me if I had time to talk about writing. “Of course, I said. What’s on your...

While I love writing Monday Evening Insights each week, I post nearly daily on Twitter. You’ll find me sharing photos of customer...