Working Up

by Dwayne Phillips Spending resources is far easier when those resources belong to someone else. Return on Investment: what comes back from what I spend. That is a tough thing to consider. Where should I spend my limited resources? Now consider, Where should I spend another person’s resources? Oh, that one is much easier. No […]

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by Dwayne Phillips Let’s not attribute to things that which belong to persons. The sign on the door read, This bathroom is out of order. Sorry! *MANAGEMENT* Just a simple little sign, and they said they were “sorry.” Who, however, was “they.” The writer of the sign was “MANAGEMENT.” (yes, that was written all uppercase) […]

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by Dwayne Phillips Customers don’t want long—or any—explanations. Simply tell the customer how we will make the situation right. Another month, another bad experience with customer service. The details are not important. I paid for a service, the provider made a mess of things, I heard dozens of reasons why the situation went wrong. I […]

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by Dwayne Phillips Let’s reduce all this accountability business to a simple question. The Accountability Question: “What happens if I don’t do this? (thing you told me to do or some regulation or policy says I have to do)” If the answer is, “nothing.” Well then, we have no accountability. Or maybe this “thing” just […]

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