Monthly Archives: November 2025

Can you enjoy the season of small miracles now?

Every year around this time, I notice something funny happening.   People soften.   Not everyone, not all the time — but enough that you can feel it. The smiles get a little easier. The patience stretches a little further. The world seems to remember, even briefly, that we’re all just humans doing our best…

One Simple Shift

It happened halfway through a customer care workshop.   We were talking about empathy, how every interaction either builds trust or breaks it, when one participant shared a story about a recent customer encounter.   A man had called in, frustrated and curt. Instead of rushing him off the phone, she took a deep breath,…