Category Archives: Uncategorized

“Safety third”. Sorry, what?! Mike Rowe, from Dirty Jobs, popularized the Safety Third concept. Eye-catching, right? Who will argue safety is anything but first?  In a conversation with a mentor, I was challenged to consider ways to be a better (people) leader. I wanted to improve: Giving people autonomy and holding those accountable Being more human and moreContinueContinue reading “Results-Second Leadership”

Self-reflection is a difficult skill. If you’re struggling with an honest reflection of your (work) life, start here: fire yourself. Seriously, act as if you just fired yourself from your role. Now what do you do? In 2016 I listened to a podcast episode titled Fire Yourself. It changed my perspective. The key difference was I couldContinueContinue reading “Fire Yourself — a multi-year process of self-renewal”

I don’t recall being a person who “hates meetings”. In fact, early on in my career I sometimes leaned toward joining meetings because I was in the camp who believed that’s where the “important stuff happened.” Now that my calendar is full of meetings and, within the Covid-era, we have even more meetings, I’m actively focused on eliminating, shortening,ContinueContinue reading “Focus and Meeting Time”

Visibility into customer accounts always seemed to the “holy grail” of Customer Success. While a fully-fledged Customer Health Score can require years of work and refinement, here are some ways to get started and finding value in 1-2 months (or less!). My company recently completed the first version of our Account Health Scoring methodology (moreContinueContinue reading “PROVE Value to Your Customers”

“You are building a case study here.” My boss told me this. It has stuck with me. It is an explicit reminder that we do not hire people to accomplish the same initiatives as their previous employers to replicate here — copy and paste does not apply. Our growth is a different target market. The teamContinueContinue reading “You Are Building a Case Study”