Not service excellence


Not service excellence, originally uploaded by jcgr.

Normally top-notch suppliers, one particular online store and one particular shipping company collectively created this particular customer experience.

It was very different from the great service they normally provide.

It’s hard to say where things started to go wrong.

My guess is that it was when the package was packed.

And it’s hard to say at what points the problem grew to become this way.

My guess is that there were multiple points along the way when someone chose not to correct it…or, well, worse…aggravated it.

Images of Jim Carrey in “Ace Ventura” as a shipping company employee who uses packages like basketballs come to mind.

It doesn’t take much for things to go very wrong.

And that’s about the same amount of time it takes for things to go very, very right.

Definition of a college applicant

I realize as our son goes through the college application process that a college applicant is:

An earnest, yet ultimately imperfect, human being…

Raised earnestly, yet imperfectly…

By one or more earnest, yet imperfect, human beings…

Who is trying his or her darndest to appear "perfect."

It's a lot of pressure. If you let it be.

But the process all works out, ultimately.

We survived our daughter's college application process.

She found a university that offered her what she was looking for and met the other big college milestone – graduation – a few years ago.

It's all quite a journey: the application process, the college experience, graduation, and then moving out into the world afterward, contributing to it in ways that are meaningful to you and to those you serve with the work you do.

It's quite a journey when you go through it yourself, and later, when you support and advise a child preparing for that journey, as well.

And as much as anything, the process works best if you try to be your OWN best self, and present THAT in your application…rather than to try to paint the picture of some illusory "perfect" person you think the college wants, abandoning who you really are, and what you really want in your work and life.

Are you a current college applicant or the parent of one?

It will all work out.

You will find a good match.

Wave breaking and ride taking


Wave breaking and ride taking, originally uploaded by jcgr.

There's nothing like pure blue simplicity.

The ocean.

The sun.

The wind.

A wave.

Enough experience, confidence and time to take on a beautiful day in a fully involved and engaging way.

There are many ways to fully immerse yourself in the day.

What's your favorite form of pure, engaged and engaging work or play?

Problem-solving with a long-term view

Problem-solving?

The process of problem-solving can be a problem itself, when viewed too close.

Here are thoughts on problem-solving, taking the long-term view:

The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had last year.
John Foster Dulles

You don't drown by falling in the water; you drown by
staying there.
Edwin Louis Cole

A problem well-stated is a problem half-solved.
John Dewey

A lesson in preventative measures

Really...the dog ate the bill

I should have known better than to set the bill where it would be easy to grab on the way out the door.

That put it in range for our younger golden retriever, Zoe.

Looking for momentary chewing entertainment, she found the bill on the floor by the door.

I’ll just head have to head down to the AT&T store to see how they process a rough hewn bill.

It is a lesson for me in taking preventative measures.