Rough Spots

“A display of golf balls that spanned many years reveled how they were transformed by the addition of one significant element. The first golf balls manufactured had smooth covers. A young, avid golfer experiencing financial difficulties played with a beat up golf ball. His playing partners noticed their smooth covered balls did not fly as […]

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Digging Holes

“A farmer, while sitting on his porch, noticed a highway department truck pulling over to the shoulder of the road. A man got out, dug a sizable hole in the ditch, and got back into the vehicle. A few minutes later, the other occupant of the truck got out, filled up the hole, tamped the […]

If It Looks Like A Fair Fight…Run

“My Give Up!” -Jar Jar Binks If it looks like a fair fight…run. I have only been in a few physical altercations in my day, and I can say that I only lost one. The one that I lost, I really got creamed.  I ran my mouth.  The other guy turned around, punched me in […]

Dropping Bombs, Hand-To-Hand and the DMV

You are paid to make decisions. If you run the cash register at a yogurt store or you are on the National Security Council, you are paid to make decisions.  The right decisions lead to rewards. The wrong ones lead to failure (and hopefully wisdom). It is easy to drop bombs from 10,000 feet and […]

Solving Problems With A Tiny Box

When faced with a problem, do you add more rules?  Do you manage to the lowest common denominator?  Do you make it harder for the best and easier for the worst? “If you want to link short-term with long-term, do not increase cognitive load.  People develop lists of to-dos. They increase monitoring, they increase approvals, […]

Go Find A Bigger Pond

“A favorite among hobbyist is the Japanese Koi Fish, commonly know as the Carp. If you purchase a carp and put it into a small fish bowl they grow to be 2-3 inches long. If you take that same fish and put it into a larger tank or small pond they grow to be 6-10 […]

7 Things I Learned from A Gentleman

We recently lost a wonderful guy named Tom Scrivner.  We worked together for the last five years and Tom worked at the bank for 22 years.  He loved the company and he loved his customers.   Tom was a genteel, hard-working and humble man.  Before I let the opportunity go by, I wanted to share a […]

I Am Your Customer And This Hurts

When a customer complains, thank the Lord.  You may get a chance to fix it. What they are telling you is “I am your customer, and this hurts.” Regardless of whether they are “right” or they are “wrong”.  Regardless of the rules, or the logic, or the systems. To them…It. still. hurts. They are telling […]