Avoiding bottlenecks

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A simple algorithm for most endeavors: Don’t try to do things when everyone else is doing them. Just about every system degrades under stress. It costs more, takes longer, gives poorer results. The harder it is to resist the pressure … Continued

You've reached the beginning

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I was paging through a photo set that someone sent along and when I hit the left button one too many times, the screen popped up and said, “you’ve reached the beginning.” I guess that’s right here. And right now. … Continued

Omotenashi and the service split

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It is possible to deliver amazing service without being servile. Omotenashi is the Japanese word for treating people the way you’d want to be treated, for a posture of customer service that builds long-term trust and loyalty. Why the split? … Continued

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