THAT is a Hair-En-Fuego Kind of Problem!

THAT is a Hair-En-Fuego Kind of Problem!

Hair-En-Fuego (“hair on fire”).   I laughed and jokingly told my client I was stealing her phrase as soon as I read it in her email. Those three little words convey so much more urgency than simply saying something is urgent or critical. Fortunately for both...
“Bazinga!” & Your Member Experience

“Bazinga!” & Your Member Experience

I love the TV show “Big Bang Theory.”  I was sad when the long-running show ended and I always enjoy catching old reruns. There’s a scene in one of the episodes during which the lead characters, Sheldon and Leonard, find themselves in the ball pit at House o’ Fun....
Half-Full or Half-Empty?

Half-Full or Half-Empty?

Recently, while on a Zoom with a client, she said, “Are you ALWAYS this calm?” I laughed and said something really definitive like, “ummm… kind of… most of the time, I think?!?” You see, the COVID-19 situation had just forced her to make some really significant...