It was just me, a pen, and a pad of paper, sitting quietly a dimly-lit hotel room. It was a couple hours before I would be facilitating a customer service session with leaders from a major medical facility in Anchorage and I was struggling to find the missing ingredient that would tie everything together. Ugh. I was frustrated. I felt … Read More

Taking unusually good care of people is a commitment to do the messy, unpredictable, and deeply personal work of engaging your humanity to help someone else.

Going the extra mile to take unusually good care of people matters in every interaction you have with the people you serve, but the effects are amplified when things aren’t working like they are supposed to.

It seems presumptuous to think that we should share our ideas about business, but after being invited to give dozens of talks about these ideas it seems selfish to keep them to ourselves.