client login

1-800-664-7159

Latest White Papers

This is Not a (Expletive) Clock

— by Sam Carpenter on Thursday, February 26, 2015

I was a construction inspector working with line crews that build overhead electric power transmission lines. Following written construction designs, the crews use massive crane trucks to insert enormous seventy- to eighty-foot wood poles in the ground. Then they go back to string heavy-gauge conductor (wire) between them. It’s tough, dirty, and sometimes dangerous work. […]

Posted in: Answering Service White Papers

Your Competitors Don’t Do SOP’s or Working Procedures

— by Sam Carpenter on Monday, January 26, 2015

I used to be involved with answering-service trade groups. I’ve served as president of two national associations and was a board member for a couple of others. I became knowledgeable about the politics of my industry and enjoyed communicating with my peers. Sixteen years ago, just after my systems mindset insight, I gave a presentation to […]

Posted in: Answering Service White Papers

The Consummate Formula

— by Sam Carpenter on Monday, January 19, 2015

As business owners, or for anyone, it is important to consider the root of why things happen as they do. In this post I talk about how actions occur over time and always end up producing some kind of a result. Our lives really are a collection of systems, many of which we can adjust […]

Posted in: Answering Service White Papers

Evaluating People

— by Sam Carpenter on Thursday, December 18, 2014

Your team must see the operation in the same way you do. If you are going to be in control you are going to have to be in charge of your staff, and that means you will have to remove people who can’t or won’t deal with your vision. (Sorry about that.) You will replace […]

Posted in: Answering Service White Papers

Measure Your Body

— by Sam Carpenter on Wednesday, November 26, 2014

Fifteen years ago, in the depths of my workplace chaos, I was also dealing with a sick body and an exhausted mind. I was delirious during the day and couldn’t sleep at night. My doctor had me on antidepressants, then Ritalin, convinced my problems stemmed from depression—my hundred hour work weeks notwithstanding! But as a […]

Posted in: Answering Service White Papers

Point-of-Sale Thinking

— by Sam Carpenter on Tuesday, November 4, 2014

Do it now and let’s get on with whatever is next! Point of sale is a phrase taken from the cash register industry. It describes action where (and when) the purchase takes place. Consider the cash register. Before the customer walks away from the till, a replacement for the purchased item has been ordered, internal […]

Posted in: Answering Service White Papers

Quiet Courage

— by Sam Carpenter on Thursday, October 23, 2014

Although there are many possible technical excuses for failure, it is a lack of what I call quiet courage that often precedes a downfall. What is quiet courage? Quiet courage is unadorned action and is the opposite of procrastination. Quiet courage resides deep inside and causes one to buck up to do what needs to […]

Posted in: Answering Service White Papers

Choose the Red Pill

— by Sam Carpenter on Saturday, October 18, 2014

Facing reality can be invigorating. Late last Thursday evening, a friend and I watched The Matrix. Larry and Andy Wachowski’s film masterpiece, it was my fourth viewing. Watching it yet again was as epic as my first viewing back in 1999. If you are one of the seven adults in the world who haven’t seen the […]

Posted in: Answering Service White Papers

Violating a Social System

— by Sam Carpenter on Thursday, October 9, 2014

In Italy, we were staying in a small guesthouse in the tiny coastal town of Monterosso. One morning I sat alone at a breakfast table in the corner of the dining room. Other tourists surrounded me, quietly enjoying their cappuccinos and pastries. I worked on my laptop, putting the final touches on the first edition […]

Posted in: Answering Service White Papers

You Must Stand Outside of It

— by Sam Carpenter on Thursday, October 2, 2014

If you want to see where you fit in the machine that is your life, you must observe it from an external vantage point. You must stand outside of it if you are to see how you are a part of it. There is nothing shadowy in this. This is only about seeing your existence […]

Posted in: Answering Service White Papers