The Funnies in Real Time

I don’t know the source of this, someone sent it to me this morning:   ANOTHER CHAPTER OF “THEY WALK AND REPRODUCE!!Actual call center conversations!   (Maybe they really are?)Customer:     ‘I’ve been calling 700-1000<tel:700-1000> for two days and can’t get through;                       can you help?’Operator:      ‘Where did you get that number, sir?’Customer:     ‘It’s on the door of your business.’Operator:      ‘Sir, those are the hours that we …


Let Me In

Global Entry is a blessing, but in all the years I’ve been using it, for the first time there was a line at the machines in Boston last night, and the system is not set up for lines of people to queue. This is what happens when a good thing, understandably, becomes more widespread. It’s why there are not traffic jams worse than New York in places like San Diego. (Yogi Berra: “Nobody goes there any more, it’s too crowded.”) …


Confirmation Bias

After a speech once, two women approached me within five minutes of each other. One said that I was “remarkably gender neutral” and used male and female pronouns equally. The second said that I was “gender biased” and didn’t take as many questions from women as i did from men and gave them shorter answers. We hear what we want to hear to confirm our own biases. Be careful about that in your clients, and what you believe and don’t …





Podcast – The Uncomfortable Truth – Episode 51: Who Guards the Guardians?

Wherein we examine who can curtail the power of those who exert unfair and inappropriate power by dint of their positions.  Isn’t it important for us to ask who’s in charge of the people in charge?


Discipline

“Discipline” is easy to cite and to say, but very hard for some people to adopt. I think it’s the combination of focus and organization. You concentrate of the task to be achieved, and you have the information, tools, and resources readily available. I don’t think Pablo Casals ever missed a practice session because he forgot where he put his cello.



Conversation or Lecture?

I visited an audiologist recently for a scheduled appointment, but I had seen his colleague previously, not him. He lectured me about everything, and I felt it was an “act” he performed for all patients. I had to stop him when he was launching into inner ear biology that had nothing to do with my visit. He was offended. But his being offended was better than my spending an extra hour listening to someone in love with his own voice. …