You Know We’re On the Brink of Recession when …

After living through a few economic boom-bust-recovery cycles, I have noticed some indicators that economic pundits don’t mention. One of those is what I call “the service quality index,” meaning the quality of our experiences as…

Stop reading the Mindless Support Script. Just STOP.

Customer support is a tough job, and it is hard to provide customer support that doesn’t make most customers scream as they run for the exits.

We All Have Our Limits

This is a collection of essays about what happens when we reach our limits — and the quest to become better humans as we work through those struggles.

My experiences almost certainly create a different set of “limits” for me than your experiences do for you.