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Seek to Understand

Seek to Understand

January 27th, 2012 by Kim in Fierce Conversations

I like to think of myself as someone who embraces curiosity rather than pushing my advice or taking things at face-value. When I entered into the challenge this week, I thought this would be a very natural place for me to be. What I didn’t foresee was a week where I was in heavy production [...]

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Is it Really “Hit or Miss”?

Is it Really “Hit or Miss”?

November 10th, 2011 by Kim in Fierce Conversations

While at the gym the other day, I overheard a woman describing a situation in which she ended the conversation with the phrase “it’s so hit or miss.” She then started to talk about another unrelated topic and again ended with “it’s so hit or miss.” This got me thinking about that phrase. Admittedly, I’ve [...]

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Has the Focus on the Customer Left the Service Industry?

Has the Focus on the Customer Left the Service Industry?

September 29th, 2011 by Kim in Fierce Conversations, Leadership Training

A couple of weeks ago I went into two different coffee shops – one an independent and one a chain. As I was waiting for my coffee I observed two interactions that left me scratching my head. The first was with a man who ordered a coffee and a breakfast sandwich. When his order came [...]

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