Customer (has much) Power

And yet, with this much to lose outsourcing dominates instead of a well trained employee.

With this much to lose the IVR demands you serve yourself.

With this much to lose customer service is still a cost center.

credit to Desk.com for picture

Effective Team

Creating an effective team requires time, effort and constant contact. Yet managing a team is a bit like "get away- come here."


Don’t continually tell a team what to do, build a team that can figure out what to do.

Issac again

Newton- “An object in motion will stay in motion, and an object at rest will stay at rest UNLESS acted upon by an outside force.” 


Now, it’s up to us as leaders to know when and when not to get involved, stay involved, to get a project or team back on trajectory or to not mess with it.