Self Praise Is No Praise

My sons were sick yesterday so I took some time off to spend with them. They improved as the day wore on and we ended up outside playing football.   I was in goals and Aidan (6) took a shot which I managed to save. “Great save” I exclaimed. “Self praise is no praise” was [...]

No Customer Complaints But…

Recently I was working with a client who sells a high-value product to consumers and we were reviewing the state of his business.  The review included a look at customer satisfaction – as he seemingly “got” the importance of satisfied customers.   When I probed this with him he told me proudly that it had [...]