Getting Upstream

Getting Upstream

GET UPSTREAM OF THE PROBLEM How many people on hold hear, “All of our operators are busy.”  Or “We are experiencing high call volume.” And does the music help? At least 40% of callers hang up before their call is answered. Not great for reputations or for building up...
Doug’s MRI Machine

Doug’s MRI Machine

A few years ago, Doug Dietz, a designer at GE Healthcare, wrapped up a project he was working on – a brand new, beautiful MRI machine. One day while he was proudly waiting to see his design live in the hospital, he encountered a young patient in the hallway heading...
Capture Card

Capture Card

While we call this a “Capture Card,” it is really a “Listening Card.” At the beginning of WWII, no one took the submarine seriously. Submarines were new, and nobody could see what use they were. They were fragile, slow, and only had one small gun. All the British...
What Your Team Members Really Want

What Your Team Members Really Want

I spend a lot of my time each day consulting with organizations or high-level individuals. Often, they are facing a situation that’s keeping them from reaching their potential.  I’m in the habit of asking the leader, “Who are the key people on your team?”  Then I ask,...
Complexity & Ambiguity

Complexity & Ambiguity

GETTING SUPPORT– EVEN IN AN AMBIGUOUS WORLD! Wow. If you’re like most business leaders, you probably entered last year thinking you were prepared for the unknown. We know better now—even if that means that all we know is things are far less certain than we once...