September 19, 2018

We get asked a lot about our “competitive advantage.” Prospective customers want to hear some techno-mumbo-jumbo answer about self-healing code or receive a laundry list of certificates the team has accumulated; and they are often surprised to hear one of my answers: I...

December 4, 2017

In Roy H Williams “Wizard of Ads” he asks readers to picture themselves in front of a co-worker who has a half a dozen ping-pong balls. All the sudden, the co-worker tosses those balls at you at once. You fling out, trying to catch them at the same time and in the chao...

June 19, 2017

Have you ever had the chance to head up into the St. Louis Arch? It’s a wonderful experience, with one giant caveat. Don’t go if it’s too windy! 

Here in the Midwest, we get some good wind gusts. The engineers that built the Arch had to take that into account and creat...

December 19, 2016

We’re talking about tools today as part of our Serve First series. In the last post, we covered how over-utilizing our people resources leads to an IT department that says, “No,” and doesn’t have time to be nice. 

We have to find ways to create time without...

December 5, 2016

In a previous blog post, we talked about the concept: serve first. The first component was customer service. Today? We talk about saying yes and being nice (the two go hand-in-hand). 

Think about the last interaction you had as a customer. How did it go? I have an exa...

November 21, 2016

Serve first. It’s one of our most important mottos. However, there’s a lot to serve first, so let’s tackle the most obvious first: customer service. 

IT has historically poor reputations when it comes to customer service. But they also get failing grades around the wa...

November 7, 2016

One of the biggest challenges we face in technology today is technologists tend to focus on the what or the how, and not the why. Or, put another way: we focus on the tech not the touch. 

What is this “touch” we mention? Some call it playing politics; we lik...

October 24, 2016

One of my favorite scenes from Dead Poet’s Society is when Robin Williams’ character steps up on his desk and asks his students why he’s doing it. No one gets it right, so he answers:  “To see the world differently.” When is the last time you decided to look at things...

October 10, 2016

Turn on CNBC and watch the stock ticker go by for a few minutes. (I’ll wait.) 

Are you done? Good! What did you learn? It’s overwhelming, isn’t it? 

We live in an incredible time with vast amounts of data. But that’s a double-edged sword. We’ve been falsely led to be...

September 26, 2016

I have a newly-minted fifth-grader on my hands. As he’s brought home writing, science, and math assignments, teaching him has shown me gaps in my own understanding of things. You see, teaching is bi-directional. You can’t teach without learning something. 

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