Articles for category: Growth

August 10, 2017

Greg Thomas

Fear the Title

I’ve always been amazed at the emotions conjured up when people talking about doing large presentations to a group of people and instead of referring to them by name, refer to them as their titles. Or if they have to have a on-one-on with someone in the position of authority over their job refers to them solely as a title. When we do this, we are granting this person the persona of Wizard of Oz, whether they want it or not. Most times they don’t want it, most times they simply want to have a straightforward conversation, rooted in honesty,

August 1, 2017

Greg Thomas

When Customer Service goes Boink

When you need to wait three days to talk to someone on the phone, for two minutes to solve your problem. When the team you need to speak to, does not give out their number because there are too many calls to handle. When the timer expires for how long you have been in the queue and drops you. When the automated chatbot or IVR don’t actually help resolve your problem but instead motivate you into finding a way to try and game the system. When the agent asks for the information that you only just provided the automated system

July 31, 2017

Greg Thomas

Escape from Total Drama Island

I cannot take credit for this phrase – but I love it – I love everything about it. I imagine an Island where there are two or more people obsessed with everything between them – discussing the big issues of the day – on an island. Everything is escalated – everything is turned up a notch – people are losing their minds… “The Coconuts aren’t ripe…” “There is too much sand here…” “The water isn’t blue enough…” “I’m bored…” It’s all about life on the Island, it’s all about everything happening in that Island… and no one wants to get off

July 18, 2017

Greg Thomas

The Lane Changers

When the need to be first outweighs the need to figure out how to get there we have become a Lane Changer. When stuck in traffic, I sit there and I watch people frantically switching lanes, hoping to get ahead of everyone else hopping between lanes, all goals thrown out the window except for being there first. Forget the anxiety everyone around you must now insulate themselves from as you jump in front of them at the last second when they are ready to move forward only to nearly missing hitting you. Or the jerk of your movements that is

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