Author Archives: Sasha

My bad

Nearly every legitimate customer complaint could be turned around right away with an immediate, forceful reply: This shouldn’t have happened. I’m sorry. It was our mistake. I’m going to fix it right now and make things better than they were … Continue reading

Posted in Customers | Tagged , , | 3 Comments

Things we’ve done before

The things we’ve done before get less scrutiny. We did them last year (or last quarter, or last month) so when the time comes to do them again, we turn the crank and start. New things, on the other hand, … Continue reading

Posted in adaptive leadership | Tagged , , , | 1 Comment

Following up on my follow up

I no longer try to reply immediately to every email. It’s not only impossible, it leaves me reactive, tired, and less productive (though very busy). I still try to be very responsive most of the time, and even this only … Continue reading

Posted in relationships | Tagged , , , , | 2 Comments

The Long Haul

“I’ve just heard about a great new ______ that will solve the ______ problem!” And so goes the optimistic, well-intentioned refrain. The blanks can be straws or a well or a hospital on a boat or a cheap rugged laptop … Continue reading

Posted in non-profits | Tagged , , , , , | 3 Comments

Something to Push Against

It is natural to seek out the roadblock, the check-point, the official approval gate: someone whose job it is to green light your idea, give you your next gig, say yes. The search for something to push against, a hurdle … Continue reading

Posted in Linchpin | Tagged , , , , | 3 Comments

Being Mortal by Atul Gawande

I’ve been a big fan of Atul Gawande ever since I read Complications, which is still one of my favorite books. Gawande is a surgeon at Brigham and Women’s Hospital in Boston, a professor at Harvard Medical School and the … Continue reading

Posted in Uncategorized | Tagged , , , , | Leave a comment

There really is green grass under the snow

No matter how many feet deep you have to dig to find it. Not just metaphorically. Actual green grass, just waiting there for the spring. Helps to remember that every now and again.

Posted in hope | Tagged , , | Leave a comment