March 26 , 2022 /

CHOICES

Every choice we have made has brought us to where we are at this moment in time.  That and the choices we make today will likely influence where we’re headed tomorrow. Here is one story that illustrates the inevitable choice > consequence (result) equation.  Name is changed to protect privacy. 1 – Andrew, who did

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March 22 , 2022 /

THE SERVICE FACTOR: CUSTOMER CARE

When did the shift occur when companies, including grocery stores and department stores, started wanting customers to do what they did previously?  Examples are self-checkout and online apps for financial services, communication, health care, government agencies, and others.  It seems like an ill-informed move toward cost-cutting by having fewer or lower paid employees.  Now we

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March 16 , 2022 /

AUTOMATED AND FLAWED

Recent experiences with a variety of corporate customer service operations have convinced me that we have been marginalized and dehumanized by the move to an impersonal, inhumane and mechanized system.  Not only does this process move us further away from real, personal connections but it also confirms that we are identified not as human beings

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March 5 , 2022 /

STOP AND START

Rashmir Balasubramaniam is a friend who lives and works in the UK as a thought leader and transformational coach.  I have come to know her as someone with whom I share many thoughts and impressions as we wend our way through these days and times. She posted this Mar 1 note recently that prompted what

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February 26 , 2022 /

WHAT DO YOU DO?

For many years, when I traveled frequently for work, I had the familiar experience of meeting a stranger, often on an airplane or in an airport, hotel or other some other travel related location.  One of the first questions that seemed to be put forward often was, “What do you do?” My response, somewhat automatic,

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February 21 , 2022 /

SPIRIT HEALTH

For whatever reason, the Greek word pneuma (πνεῦμα) came into my mind one morning recently on awakening.  You will recognize the English words pneumatic and pneumonia both of which have to do with air.  Pneumatic tools are driven by compressed air and pneumonia is characterized by infected lungs thus affecting our ability to breathe.  Pneuma

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