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Mastering Moments of Truth: Service When It Matters Most

          “I’m recording you! I’m posting this to YouTube about how bad your service is. I can’t wait to show the world how awful you are!” Phone in hand, this lady was not kidding. I wasn’t the target but even so I felt my heart rate increase a tic or two.
  • by Jeff Skipper
  • Jan 17, 2017

2017: The Year of Choice

As we watch 2016 come to a close, there has been a lot of focus on the tragedy and bad news that characterized the year. In my home province of Alberta, there is much lament about the volume of layoffs punctuated by a horrific fire in Ft. McMurray. As emotional beings, we feel the weight
  • by Jeff Skipper
  • Jan 08, 2017

Play the Unsubscribe Whack-a-Mole Game: Slim Your Inbox with 3 Easy Decisions

Whether you like or not, some company out there is dropping your email address into their distribution list as you read this. Lucky you! When I decided I was going to bring my email under control – and get some of my life back – one of my first targets was the regular emails coming
  • by Jeff Skipper
  • Dec 04, 2016

Perfecting Procrastination: You can do it!

For the vast majority of us, it’s easy to get distracted. There is a vast ocean of bright shiny objects to occupy our attention. Recently I was working on a few major client deliverables. With each passing day the need to complete them became more urgent and yet I would catch myself checking my inbox
  • by Jeff Skipper
  • Dec 03, 2016

Go On: Ask the Stupid Question!

I was in London for the first time. Never having taken the train, I asked an attendant for help purchasing the ticket. She asked “Buy or collect?” I could only look at her, completely dumbfounded by the question. We don’t have those options for train tickets in Canada. What does ‘collect’ mean in London? I
  • by Jeff Skipper
  • Sep 29, 2016