Feb 17, 2016Maybe We Don’t Deserve That CustomerSeveral years ago, while consulting for a web retail company, I had an extremely stressed out customer service manager come to me with a problem. He was trying desperately to get an order out the door in time for Christmas — but it was proving near impossible. The customer had…Startup5 min readStartup5 min read
Feb 1, 2016When (Accidental) Evil makes your job miserableHow to make work fun, profitable, and more impactful — What is Accidental Evil? In economics, a negative externality is a cost that affects a party who did not choose to incur that cost or benefit. A classic example involves pollution; when companies pollute the air that we breathe, those in the vicinity feel the effect from health problems while…Leadership13 min readLeadership13 min read