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Author Archives: Phil Hardwick

PHIL HARDWICK — Which lane are you in?

  Driving toward downtown Jackson on Interstate 55 from the north, a driver encounters something known locally as “the waterworks curve.” There are three southbound lanes at that point. In typical urban interstate motoring fashion, drivers begin jockeying for lanes as they approach their desired exit, of which there are three in the next mile. The first is Fortification Street, ...

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PHIL HARDWICK — What was your best customer service experience last year?

That’s the question I asked 31 participants at a recent workshop I was facilitating. The responses were enlightening, entertaining and had something in common. In almost every case an employee with the company or organization had gone beyond their regular job duties to make sure that the customer was more than satisfied, indeed received something that they had not expected. ...

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PHIL HARDWICK — The growing importance of symbols

  Today I wore my hound’s-tooth hat to the office. I did not get past the reception room before someone said, “Roll Tide.” Why did that happen? It’s because just about everyone in the South knows that the hound’s-tooth hat is the headgear often worn by legendary University of Alabama football coach Bear Bryant. Although he retired in 1982, it ...

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PHIL HARDWICK — How to make ends meet

The message that is consistently stressed in Sen. Bernie Sanders campaign for the Democratic Party nomination for president is that America now has more wealth and income inequality than any major developed country on earth, and the gap between the very rich and everyone else is wider than at any time since the 1920s. He points out that the top ...

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PHIL HARDWICK — The first job of a new board leader

  Management guru Peter Drucker said that the first action of an effective leader is to determine what needs to be done. Stated another way, the first job of a new leader is to assess the organization. If you are about to assume the leadership of an organization, more specifically a nonprofit organization, there are several ways to assess the ...

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PHIL HARDWICK — No matter what, relationships do matter

  Would you be upset if your son or daughter married someone from a different political party? In 2010, the online polling firm YouGov took a survey and found that 49 percent of those who identified themselves as Republicans, and 33 percent of those who identified themselves as Democrats expressed concern about their child marrying someone of a different political ...

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PHIL HARDWICK — Five things learned and relearned this past year

As 2015 draws to a close I took some time to reflect on the year and consider some of the noteworthy things that I learned, relearned or were just reinforced during the past year. It is a random list, but one that most business people can relate to. Organizational culture really matters Organizational culture is often thought of as “the ...

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