The dreaded client complaint

Regardless of how well you conduct yourself and how thorough you are in your work, it's inevitable that you’ll occasionally be on the receiving end of a client complaint. This will always suck. When someone criticises you it is very natural to feel a strong negative emotional response. The emotional control centres of your brain interpret criticism... Continue Reading →

Hacking Client Communication

  You can spend a lifetime learning about communication. Countless books, online resources, coaches and entire university degrees are readily available to educate and inform. Unfortunately most of us don’t have spare lifetimes to commit to this, meaning that the active improvement of communication skills often get relegated to ‘something I’ll do later.’ Yet the... Continue Reading →

Dealing with mistakes: Part 1

  It’s the weekend. You’ve had a challenging week at work, but you coped, and it’s over. You’re sitting in the sun with a few friends at your local pub relaxing with a drink when your phone lights up: work calling. A small crack appears on the edge of your previously contented state of mind.... Continue Reading →

Vet Long And Prosper

  Google tells me that the edge of the universe is expanding outwards at 68 kilometres per second per megaparsec. To clarify: a parsec equals 3.26 million light years, and a megaparsec equals a million parsecs. Get it? Me neither, but suffice to say that it’s faster than the speed of light. NASA’s Solar Probe... Continue Reading →

Dear anonymous vet

Somewhere in an old diary of mine, wedged in between ‘phone blood results for Spotty Jones’ and ‘book ute for a service’ on my to-do-list these words are scribbled: “If not this, then what the fuck?!?!?!?!” I suspect this pretty much sums up what you feel? Like you, and like so many countless other vets,... Continue Reading →

Defining the Small Stuff

  I was sixteen or seventeen. It was late on a Saturday night, and I was lazily flicking through channels like only a teenager can when I stumbled upon an interesting looking movie. I never did catch the title and I’ve long forgotten the plot, but it featured a young boy of about 13 years... Continue Reading →

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