Let us all agree: Support is not collaboration

Do you want me in a meeting? I’m there. Do you need my POV on something? I’ll offer it. (sometimes, ok most of the time, unsolicited) Do you want me to share something on email, social or make a phone call? Done.

Ignoring time management screws others- but mostly your reputation

I am writing this while I am waiting for a meeting to start where the organizer isn’t present. Let’s see how far I get. Communication is at the center of business. Emails, SMS, snaps, IM’s on any one of 10 different platforms, social media – they all tell other people things we are thinking. The…

Customer Experience (CX) is just Customer Service (duh)

I would have posted this on my other blog, SHAPING THE GAME, however it ended up becoming a bit colorful and not as prescriptive as STG editorial guidelines would like me to be. (So thanks ‘structure’ and ‘rules’ for ruining my good time).

The RFP process echoes a broken record

The nature of an agency is to continually be closing new business.  It can be, certainly according to sales teams, the single most important aspect of an agency.

Hire Slow, Fire Fast

You know someone who got divorced?  Did they rush into the marriage?  Did you and your friends talk about how fast they got together, engaged and married? If marriage is the most important relationship you are going to have in your life

agencies, check your oil often

When you manage people and do your best to help guide an organization you often turn to analogy to help get the point across. In the past, especially when teaching students of interactive, I use the analogy of a house when speaking to the structure of a digital property or marketing strategy.

target changing lanes not changing games.

I sat at a red light the other day. I was well out of position. I was in the far right lane of a one way street, needing to make a left at the next intersection, another one way street.

impossible client? look in the mirror first.

From time to time agency staff can get frustrated with a client. Ninety Nine percent of all clients are delights to work with of course… But, for the purpose of discussion, let’s take an edge case.