Thought Cards

Customers who won't upload an ID online will hand the same ID to a clerk at a live auction. My guess is we trust faces we can see, and we read faces worse than we think.

We can lose capacity much faster than we can build it. Recruiting before a vacancy gives us time to train people before we depend on them.

A little friction is useful. Too much, and a good customer leaves without a word. The coffee shop would never hear why I switched. Neither would we.

Small wrongness is what makes already-true words land. The same sentence is three events: slip, crisp cookie, soggy cookie.

Rank people by your gut reaction if they quit. Terror is A. Manageable loss is B. Relief you postponed a firing is C. Build the team from that light.

"Touch it once" is not a clean-desk poster. Finish or triage on first contact. Re-touching is the tax, and the bank floor made that obvious.

Atomic notes train attention; the archive is a side effect. One idea, source, why it mattered, then review so the pile pays interest.

Co-think with someone, fuse your research into the work, then write and speak as a voice larger than you: client, members, brand.

When the title leaves, you do not get a clean summary of your term. You get residue: what people still say and what they remember when the seats are empty.

The invoice can be right and the day still wrong. Treat terms and experience as two jobs, or you rewrite the deal in the apology.