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In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes are for the best, but they […]

“If I was him, I would do ABC…” If you’ve ever heard somebody say this – whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster – you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person.  We haven’t lived their […]

The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in the process, and he didn’t know […]