The Observation Mel brought Chinese for lunch on August 19. I went to break the fortune cookie and it was kind of soggy. Bit into it anyway, then read the slip: “Let go of the past and embrace July’s opportunities.” The first card I wrote treated that as a miss. July was later until it wasn’t. The cookie certified the window closing. That was the joke I thought I had. ...
The Observation David Senra asked Brad Jacobs how he differentiates A, B, and C players. Jacobs runs a mental exercise: picture the person in your office saying they’re done. Not a counteroffer conversation. Already moved. Orderly transition only because they respect you. Then feel the reaction. He walks the scale C to B to A. Restated in rank order: C (Jacobs): You shouldn’t smile. Nobody likes firing people. You postponed it. Now you don’t have to pay severance. Problem solved. Replace them. Get the courage to take them off the team right away next time. ...
The Observation Touch it once. When something lands, finish it or triage it on the first touch. Do not pick it up, set it down half-handled, and pay the full re-entry cost later. Touching without deciding is how piles become careers. I learned that young. At sixteen, through business class and Business Professionals of America, I interviewed for an On the Job Training slot and got hired as a teller at Norwest Bank, the company that became Wells Fargo. Stillwater in May 1993. Through March 1998 I moved from that floor to the Norwest Center downtown Minneapolis (now Wells Fargo Center), then across the street to IDS as lead teller, then to sales and service supervisor with a second drive-up branch on Portland Avenue while they found a new supervisor. Somewhere in that stretch, leadership training put the line in my mouth: touch it once. ...
The Observation I was explaining how I take notes to someone on a call. I didn’t start them on my whole digital system. I handed them a pack of habits that fit on an index card. Front: date, plus the idea that stopped them. Back: source, and why it mattered. One idea only. A highlight, a short conversation snippet, a Bible verse, a few sentences that can stand alone. Not a chapter dump. Not a book summary. Not a sticky note you’ll never find again. ...
The Observation Paul Ampe would dictate letters. I didn’t know shorthand. So I’d catch the sense, then put the words back in his mouth. Paraphrase first. Then write like him. That was only the start of the drill. Sometimes I had to research. I’d dig, report back, and he’d dictate again from what we’d learned. Shared thinking. His knowledge and my research mixed into one letter. The page left the building as his voice, for his practice, for the client. Not as a memo that announced I had synthesized something clever in the back room. ...
How I became someone who could teach is not why I still do. The origin story is real. It just isn’t the ignition. I can still see sixth grade like it was this morning. Small town. Upsala, Minnesota. Grade of about thirty kids. I was not very good at math. I can see the room. The desk at the front. Me bending over it. My teacher telling me it’s okay. Some people are just not good at math, she said, and never will be. ...
The Observation I rolled off as Board Chair of the National Auction Association. The gavel moves. The calendar clears a little. Then the letters arrive. I expected thanks. I expected kindness. What I did not fully expect was the mirror. A few people quoted phrases I say without thinking. Most people did not quote me at all. They described the same few things: showing up when the path was muddled, teaching when the easier move was to protect my time, making room for people who were still figuring out whether they belonged, and caring more about getting a hard call right than about winning the room that day. ...
After a foodservice liquidation, the survey scores came in. Same complaint, different names. The display piece mounted high on the wall. The scramble for help. Paying someone to take down what they already bought. Our invoice terms were clean. The buyer removes their lots. Onsite help is fee-based, not staff. High mounts and wall pieces were always going to be the buyer’s problem under the paper. I still kept catching recovery notes that apologized for the terms. “You shouldn’t have had to climb.” “You shouldn’t have had to pay for help.” That sounds kind. It also rewrites the deal after the gavel. ...
The Observation I was listening to Lex Fridman with Julia Shaw on the bystander effect, and the piece that stuck was simple: if you’re not first on the scene, you look at the other faces to figure out what this is. Calm faces mean “not an emergency.” Your calm becomes data for the next person who walks up. Lex’s point was that most people think they’d resist evil, or step up on a street when something bad is happening. Most people don’t. You have to simulate the hard act of resisting, or of intervening, because in the moment it’s not easy. ...
The Observation I spent a long day scoring auctioneers. Prelims first. Then finals: interview, then selling again. Prelims decide who keeps competing. They ask a hard question: can you call bids under pressure, in front of people who do this for a living? That skill is real. It’s not the whole title. The final score is not the prelim run again. You sit and answer for the trade. Then you sell again on the block. Only people who advance face that second test. ...