Where Did The Time Go?

Where Did The Time Go?

2020 seemed to arrive with minimal fanfare and yet here we are, almost one quarter of the way through and it only seems to be picking up speed. Yikes! As important as it is to look back to understand what has happened, and to appreciate the history of what got us where we are today, ...
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Back To Square One!

Back To Square One!

Many years ago, a good friend in the industry told me something that I will never forget. He said, “Never abandon what got you to where you are.” That statement can mean a lot of things to many different people,but when it comes to being successful within the trades industry the meaning is pretty clear....
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The Counterintuitive Service Manager

The Counterintuitive Service Manager

Irate customers are no fun. When I was a service manager, handling the escalated phone calls required rational thought and self-control. In time, I learned about a third and more profound behavior. The first two behaviors were required to offset the reality that angry customers are looking for a fight.R...
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