I want to tell you about a phone call I took at 9pm on a Saturday. An air conditioning system had gone out in a residential home. It was over 100 degrees that day. Both homeowners were there. The system was 16 years old. And a sales technician named Phil Filaski was about to walk out...

There’s a version of this that plays out in companies all over the country and it drives me absolutely crazy every time I hear about it. An owner puts together a bonus plan. The team hits the target — maybe they were going to hit it anyway, maybe the market was strong, maybe...

I’ve seen it happen more times than I can count. A tech turns in a spiff form. The owner or the office manager looks at it and decides something doesn’t add up. Maybe the job description is a little fuzzy. Maybe there’s a question about whether the lead was really...