August 22, 2025: "Less, but better" - Dieter Rams

Good Morning, Recently I learned about Dieter Rams, a German industrial designer. You've probably seen some of his iconic designs without even realizing it. Two things he said that resonated with me: "Less, but better" and "indifference towards people and the reality in which they

August 15, 2025: Misaligned preferences

Good Morning, I heard the most incredible, probative phrase to use when defusing a customer interaction that's quickly going off the rails: "It seems you have a reason for saying that...." - Chris Voss Chris Voss is a former FBI hostage negotiater, so he knows a

August 8, 2025: It's been a week!

Good Evening, I wish I could say I had some words of wisdom for you this week, but it's just been... a week. I'm going to jump straight into aquatic industry news (below) and plan to be back with a clearer head next week (or this

August 1, 2025: The costs of making something "easier"

Happy August! I don't know about you, but I'm very happy to say goodbye to the dumpster fire that was July 2025. Last weekend I went to someone's house for dinner in Cochrane, Alberta. Cochrane is a town just outside of Calgary. I don&

July 25, 2025: Small shortcuts now lead to big(ger) problems later.

Good Afternoon & Happy Friday, I've shared in the Certified Pool Operator (CPO) class a few times recently that I drive a 13+ year old vehicle. I'm usually very prompt about preventative maintenance, however in March I was quoted $5800 worth of repairs with parts they

July 18, 2025: Every action doesn't require a reaction.

Good Morning, We are 45 days out from Labour Day. Depending on where you live & work, summer is either almost over or barely half-done. I've been thinking a lot about momentum versus movement this week. The idea is that movement is the false sense of productivity we

July 11, 2025: Camp Mystic

Good Morning, Welcome back after we skipped last week's edition due to the Canadian & US national holidays. I had a several things I planned to talk about this week, but the main story that's been bouncing around my mind was the dozens of girls killed

June 27, 2025: Are you host or hostage?

Good Morning, I attended an excellent IAAPA webinar last week with a PR consultant who asked us, "Are you host or hostage?" This was in the context of organizations not having a clearly articulated media policy or crisis communication plan. She also talked about the time she did

June 20, 2025: Cryo is Coming

Good Afternoon, I would not consider myself very superstitious. Last Friday, June 13th was a lovely day spent out in Waterton National Park after working with a client; I had absolutely no complaints. What has followed has felt like one of those weeks where you're barely treading water,

June 13, 2025: Intent Doesn't Negate Impact

Good Afternoon, Happy Friday if this is your weekend, and thanks to those of you who have to work over the weekend. Today I want to share two things I saw this week: one I love, and one I hate. In both situations I want to highlight that intent doesn&