Author: Michael Ambrosio

The unexpected happens. Systems fail, humans are unpredictable, interfaces aren’t perfect… The customer service professional demonstrates their strategic insight when they plan for eventual failure instead of denying it’s...

In the theatre, the play is written before casting begins. This gives the playwright freedom and responsibility, and it puts the text first. Writing for a sitcom is different. The 50th episode of Seinfeld was a lot easier to...

What’s the attainable, practical and generous thing you haven’t done yet? What will it take for it to become a priority?