I used to think customer acquisition was the most difficult and challenging aspect of my business. Once I realized customer retention is top priority, it changed my perspective and approach.

Butt Ugly by Friday

Kaizen is messy. It should be so accessible that anyone can do it. So, I use a phrase that I was taught many years ago, to make it okay to try and fail and learn quickly. The phrase? Butt Ugly by Friday!

Does Continuous Improvement Have to be Industry Specific?

I often meet people who are interested in the work I do, and sometimes, these conversations turn into future business opportunities. One statement I hear quite frequently goes something like this: “I see you’ve made great strides working with manufacturers in [insert industry here]. But we’re different, so I want to know what experience you have in my industry.”

Hope is a Precious Commodity

Once the workers in Mississippi saw how quickly the reliability techniques made their line safer and more efficient, they became unstoppable.

Know Your Niche

You can't be all things to all people. Once I narrowed my focus, I changed my approach and helped the most people.

Working Like a Business Owner

The hourly operator knew more about the science of board drying than anyone on the benchmarking team. This ownership correlated to the best running factory in our company.

Simpler is Safer, Lighter, and Better

With focused questioning, we were able to eliminate a process that was challenging, dusty, and unsafe. And, we saved the plant over a million dollars.

The Birth and Quiet Death of Definitions

We created a beautiful, highly complicated product that no one bought. In the end, it led to many great innovations.

A Brilliant Invention

We were losing some of the most expensive veneer due to defects in the sheets. Jack had an idea and when he figured out how to solve the problem, he changed the furniture industry.