Notes
Short, practical pieces for owners and managers — and for anyone building these skills for themselves. No thought leadership, no listicles.
Every training company wants your whole day. Here is why I ask for an hour and a half, and what I do with it.
Most service recovery is decided before the first word. What to look for, and what to do with it.
A short script, why each part is there, and the two habits that undo it.
Why "we hire for attitude" quietly caps how good your team can get.
What happens to learning that lives in an email, and what happens to learning that lives in a pocket.
Practical ways small businesses find ninety minutes without closing the floor.
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