It’s not my job. Four of the most poisonous words when strung together. As a customer, how many times have you heard this stinging phrase when seeking help? Think how utterly frustrated you become when the person at the pharmacy, cable company, doctor’s office, or government office absolves themselves of any responsibility to serve by … Read more
beckysue
Motorists recently enjoyed a friendly turn of fate in Lowell, Michigan. As drivers were pulled over by the police for small infractions (such as having tinted windows that were too dark), officers began a pleasant chat instead of grumpily issuing a citation. In conversation, the officers also asked what the drivers and their kids wanted … Read more
Although we boarded early, my flight out of Detroit was delayed by 63 minutes. The weather was clear, there were no mechanical issues, and the crew was ready to roll. The cause of our tardy takeoff? A bureaucratic procedural glitch that required sign-off from airline headquarters. This completely avoidable issue impacted 177 travelers aboard our … Read more
The easily given advice has become cliché: follow your passion and everything will turn out dandy. Problem is, we can’t all be movie stars, professional athletes, or ballerinas. There’s a difference between an achievable dream and a fantasy. For example, I probably will never get drafted for the NBA at 5-foot-5 and 44 years old. … Read more
I was 11 years old and getting the scolding of my life. My dad let me have it because he busted me selling illegal fireworks at school, which obviously was problematic from a parent’s perspective. My entrepreneurial efforts got me in a world of trouble. The resulting punishment included being forced to call the parents … Read more
$167,731. That’s the annual cost to house, feed and guard a single prison inmate in New York City, according to a recent report published in the New York Times. This whopping price tag equates to a daily cost of $459.54. In the sharpest of contrasts to the cement-block walls of a cold jail cell, the … Read more
Customers lined up, waiting around the block for what you’re selling. This is the dream of all business leaders, especially when those customers come back every single day for more. We all want an infinite stream of buyers, willing to fork over whatever we feel like charging, so we can enjoy the spoils of success. This may … Read more
As we were about to take the stage together last week, Geoff Clapp, a New Orleans jazz drummer, said something especially powerful to me. While giving talks on innovation, I often hire local musicians and incorporate live jazz as a metaphor for business creativity (I’ve been playing jazz guitar for more than 30 years). We … Read more
As kids, we go out to play. Later in life, we play sports or play music. But then, in sharp contrast, we leave our homes each day and go to work. The term implies uninspired, often boring and generally yucky things. Parallels of going to the dentist, waiting in line at the DMV or filling … Read more
Michigan public safety officer Ben Hall’s job is to serve on the force in Emmett Township. Like many jobs, his includes a clear set of rules, procedures and regulations. But those rigid policies didn’t define Officer Hall in the way they define so many others. During a routine traffic stop last week, he noticed something … Read more