Fulfillment

Right after I tell you that you have a lot of bosses comes this article by Joel Spolsky about Seven Steps to Remarkable Customer Service. That's Seth Godin's definition of Remark-Able: Being so good, people remark. Takeaways: Fix every problem…

The job of a manager is not to control people. And it's not to cut costs. It's to set up an environment that allows people to do their best. By environment, I don't mean cushy chairs, beautiful artwork, free food…

While we're on the subject of customer service, let me tell you about my BBQ grill. I got my first Weber at a garage sale. It served me for several years. When it finally rusted out I decided to buy…