How to hire Customer Service Superheroes

Say you’re going to start a company, and the first thing you want to do is provide amazing customer service. Are you going to hire the brilliant person who alienates customers? Or are you going to hire the friendly person who can’t solve a problem? You probably want both qualities: The knowledge and skill required…

You never know when you’re going to see a cactus flower

This week I went from the 48 degrees and rainy world of the Pacific Northwest to the 90-plus degrees of the Sonoran Desert near Scottsdale, Arizona. I thought I was going to see cactii, cactii, and more cactii (it was true – I saw Barrel Cactus, Saguaro, Prickly Pear Cactus and more.) And one of…

Just because it’s easy for you …

“Just because it’s easy for you doesn’t mean it’s easy for everyone.” –Ed Epping, Williams College It’s been a lot of years now since I heard these words during a drawing class — it was valuable advice then, and I believe it’s even more valuable now — and it’s a great framing device for understanding…