One very hot, humid night this summer, I found myself at a local barn with a friend who had recently been transferred from  Philly to Atlanta. And tonight was the night she would be reunited with her beloved horse, after being apart for some time. When we arrived, all of the horses had been turned out to the pasture for [...]

What do you suppose would happen if you made the decision to respond to only a small percentage of all the requests that come into your company? What if you made the choice to respond to the same small percentage of employee requests to your help-desk? How about we go one further…what if you chose to only respond to a [...]