Reposted from Tim Richardson

Let’s be honest – nobody likes to hear the word “no.”
For customers, no is more than a two-letter word.
It’s discouraging. It’s frustrating. It’s the sound of a door closing.

“No, we can’t do that.”
“No, that’s against policy.”
“No, my manager said it’s not possible.”

No is about rules, not people. And in today’s world, it’s service poison.
On the other hand, yes is visionary.
Yes builds trust, loyalty, and connection.
Yes keeps customers and attracts new ones.

I don’t like hearing no—and I certainly don’t like saying it—so maybe that’s why my recent trip to Greenland started off with hearing no too many times.

The Trip That Almost Wasn’t

I had just finished giving a keynote in St. Augustine on a recent Monday and stayed at the hotel with my family after the conference. But since the event was still in full swing, I kept running into attendees—even during what was supposed to be my “vacation.” I also had some other business to attend to during vacation, so my mind wasn’t fully disengaged.

By Thursday, I was spent, and my vacation was almost over.

Thankfully, we have a family cabin in the mountains of Western North Carolina. My wife, understanding my need for solitude and space, gave her blessing for me to head up for a week of rest, reflection, and writing.

But before I left, I found out that one of my sisters-in-law had to cancel her spot on a long-planned cruise to Greenland. I’d always wanted to go—and suddenly, the door opened. I called my brother. I called the airline. I called the cruise line. And I heard there the first no.

“No, it’s too late to change the name on the passenger record”
“No, our system won’t allow it.”
“No, my supervisor said it’s not permitted.”

But I wasn’t ready to give up.
The Power of the (Polite) Pushback

I kindly asked to speak to another supervisor. I asked why the rules were in place. The agent didn’t know—but promised to check. After an enthusiastic plea, an hour later, I got the call:

“You’re in!”
And with that, I was heading to Greenland.
Of course, hearing no didn’t stop there. During the trip, I heard:
“No, you can’t play the piano in the lounge.”
“No, we can’t serve the regular dining room meal in the themed restaurant.”
“No, we can’t allow you to speak during our evening story time, it’s only for our staff”
“No, that’s not how it works.”

And yet—every time someone said yes instead of no, it was memorable. It made the experience feel personal. It felt like someone cared. Fortunately, I heard yes too. For example, I heard yes when

• the expedition team was asked to pause for picture taking or turning off the boat motor to enjoy nature more fully
• Leo, our server in the restaurant, was asked anything!
• Even a yes, when the hotel general manager heard I would play the piano very early in the morning each day.

But remember, having a yes experience four times can be squelched by one no.

Why Yes Matters

When I worked at a luxury oceanfront resort years ago, I was tasked with leading the effort to earn the prestigious Five Diamond Award. Part of my job? Redesigning our training program to elevate every guest experience.

One of the golden rules we taught:

There’s almost never a good reason to say no to a guest. Always look for the yes.

Yes, isn’t about ignoring boundaries. It’s about creative service. It’s about being solution-oriented, not excuse-driven.

“Yes, I’d be happy to check into that for you.”
“Yes, we can find a way to make that work.”
“Yes, let’s explore some options together.”

Saying yes tells a customer: You matter.

From No to Loyalty

Every time someone says yes, they create the potential for something powerful:
Not just a satisfied customer—but a raving fan.

A fan who tells others.
A fan who returns.
A fan who remembers how you made them feel.

So, the next time a customer makes a request, ask yourself:

Is there really a good reason to say no?
Or is there a better reason to say yes?

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Reposted from Art Sentry

Art Sentry-

False alarms don’t just waste time, they distract your team from genuine risks. Museums using Art Sentry, powered by Sentry Intelligence, have reduced false alarms by more than 80%, enabling their staff to focus on what truly matters.

In The Ultimate Buyer’s Guide for Museum Security, you’ll find tips on optimizing monitoring systems to reduce distractions and improve overall protection.

How would cutting alarm fatigue impact your team’s efficiency? Let’s explore how Art Sentry can make this happen.

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Reposted from AMM

Crosscurrents 2025 Conference-
Association of Midwest Museums 
Illinois Association of Museums
IOWA Museum Association
Virtual July 23rd
In-person July 30- August 3rd

The success and sustainability of museums is dependent on many factors and, in a world where word-of-mouth is ever more influential, there’s no denying that our approach to visitor experiences and managing operations have a critical role to play. How can a shift in our approach to online and onsite experiences help us attract and foster connections with new audiences?  How can we build a more collaborative, positive work environment to retain talent and strengthen operations?

 Find out how to increase attendance by removing your audience’s perceived barriers during the in-person Concierge Content session by marketer and technologist Despi Mayes.

  Gather scalable strategies for operations, community engagement, and visitor experiences from Chris Morehead at Newfields during the in-person Building Strategic Operations That Deliver Exceptional Experiences session.

 Chat with visitor services staff from the Putnam Museum at their conversation station Uphill Battles in Visitor Services to find out how they have managed operations and maintained a positive visitor experience through a variety of disruptions.

 On Virtual Day, catch Staff Up! Leveraging the skills of part-time employees to meet the needs of multiple departments by Figge Art Museum staff. Then follow it up with a chat with leadership from another Quad Cities gem, the Family Museum, during their conversation station Managing Blurred Lines in Museum Roles.

 Catch a session by leaders from Minnesota Historical Society and Missouri Historical Society on breaking down silos and improving operations during Paddling Your Own Kayak? How to get your teams into the same boat for more efficiency and impact.

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Reposted from Abigail G Manning

Welcome to my monthly newsletter. You are part of a strong and growing community, and I'm here to support your path forward with helpful insights, opportunities, and encouragement.

My mission is to empower individuals with actionable guidance and authentic encouragement to keep building:

COURAGE to recognize and remove limiting beliefs of #PurpleThreads

STRENGTH to prevent setbacks and the downward #AdverseSpiral

CONFIDENCE to think bigger and use #ThinkSayDo skills to get after it!

Unleash your potential, begin your journey today!

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Reposted from Tim Richardson

Don’t Let the Backpack Fool You: The Hidden Cost of Judging Others at Work

Early in my speaking career, I had the chance to hear author John Molloy speak—the man behind the bestselling book Dress for Success. His message struck a chord. As a young professional eager to grow my business and expand my influence, I took his advice to heart. From that point forward, anytime I went to a meeting, a conference, or any event where I thought I might meet someone important, I dressed like it mattered. Because I believed it did.

At the time, I drove a Jeep CJ7—a rugged, open-air ride that made me feel like I could tackle any mountain or beach road that crossed my path. One evening, I pulled into the parking lot at an Association for Talent Development (ATD) meeting. As I stepped out of the Jeep, a colleague I’d known for years stopped in her tracks and said, “Is that your Jeep?”

“Yeah, it’s mine,” I replied.

She squinted and said with mild surprise, “You don’t seem like a Jeep guy.”

I smiled, but her comment stuck with me. What exactly was a “Jeep guy”? And what box had I failed to check to be a “Jeep guy”?

This moment reminded me of another chapter in my own growth—when I first moved from Florida to Tennessee. I found myself judging people—unintentionally but honestly—based on how they spoke, the grammar they used, and the regional ways they pronounced certain words. I didn’t realize at the time how limiting and unfair those snap judgments could be. I now have many friends who are natives of the area.

Years later, I was at the National Speakers Association annual convention—an event aptly named Influence. While I was catching up with a colleague in the hallway, she pointed to my backpack and said, “You know, if you want to be taken seriously by hospital executives and corporate clients, you really should stop carrying that backpack. Get a leather briefcase—like a Maxwell Scott bag.”

Her comment, too, was a throwback to the Jeep parking lot moment.

Why would someone make assumptions about my credibility based on how I carry my laptop? Why do we associate a particular vehicle, bag, accent, or clothing brand with professionalism—or the lack of it?

The Problem with Perceptions in the Workplace

In today’s business environment, perception still holds tremendous weight—and while it can work in our favor, it can just as easily become a trap. When we judge colleagues or employees based on external cues—dress, speech, vehicle, accessories—we often miss what truly matters: their values, their work ethic, their authenticity, and their contribution.

Sure, branding has its place. Looking professional, speaking clearly, and demonstrating attention to detail are all part of presenting ourselves well. But there’s a dangerous line we cross when appearances start to override substance.

In many organizations, this shows up subtly:

• A team member is overlooked for leadership because they dress differently than the “corporate” norm.
• A junior employee’s accent or casual communication style is mistaken for a lack of intelligence.
• Someone working remotely is perceived as “less committed” because they don’t show up to in-person events.
• A leader is taken less seriously because they value practicality over prestige—choosing a functional backpack over a designer briefcase.

Realness Over Reputation

In business, as in life, authenticity matters. Yes, dress codes and professional standards exist for a reason. But they should never take the place of character, talent, or contribution.

As leaders, we have a responsibility to check our assumptions at the door—and to encourage our teams to do the same. This means:

• Hiring beyond appearances: Look for substance, not just polish.
• Listening actively: Tune into what’s being said, not how perfectly it’s packaged.
• Fostering psychological safety: Make room for people to show up as they are—backpacks, Jeeps, and all.
• Modeling authenticity: Your team doesn’t need a perfectly polished boss—they need a real one.

Final Thoughts

I may no longer drive a Jeep, but I’d gladly own one again and hope to soon. And yes—I still carry a backpack. Because I value function over flash. I value people over pretense. And I believe the best leaders are the ones who don’t just look the part—but who live it with honesty, humility, and heart.

So, the next time you find yourself forming an opinion about someone based on what they’re wearing, how they speak, or what they carry, stop and ask: Am I seeing the whole person—or just a surface-level version shaped by my own assumptions?

Because in the end, the strongest organizations—and the best relationships—are built not on impressions, but on integrity.

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Reposted from SafeHaven Security

Save The Date

VIOLENCE PREVENTION
CONFERENCE OF MID-AMERICA
October 21-22
Bentonville, AR

This conference is designed to address preventing targeted violence and protecting people in an increasingly violent world. Whether you're a seasoned security professional, or a business leader who has been tasked with security and safety that you do not feel equipped in, you will leave this event educated and empowered to be the hero in your organization.

PRE-CONFERENCE SEMINAR
Oct 21| 1-5pm

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Reposted from CISA

CISA, in collaboration with the Federal Bureau of Investigation (FBI), the Department of Defense Cyber Crime Center (DC3), and the National Security Agency (NSA), released a fact sheet urging organizations to remain vigilant against potential targeted cyber operations by Iranian state-sponsored or affiliated threat actors. Despite a declared ceasefire and ongoing negotiations towards a permanent solution, Iranian-affiliated cyber actors and hacktivist groups may still conduct malicious cyber activity. Over the past several months, there has been increased activity from hacktivists and government-affiliated actors, which may escalate due to recent events. These cyber actors often exploit targets of opportunity based on the use of unpatched or outdated software with known Common Vulnerabilities and Exposures or the use of default or common passwords on internet-connected accounts and devices. At this time, we have not seen indications of a coordinated campaign of malicious cyber activity in the U.S. that can be attributed to Iran. CISA, FBI, DC3, and NSA strongly urge critical infrastructure asset owners and operators to implement the mitigations recommended in the joint Fact Sheet, which include:

• Identifying and disconnecting operational technology and industrial control systems devices from the public internet,
• Protecting devices and accounts with strong, unique passwords,
• Applying the latest software patches, and
• Implementing phishing-resistant multifactor authentication for access to OT networks.

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Reposted from AMM

2025 Conference
Association of Midwest Museums
Illinois Association of Museums
Iowa Museum Association

Virtual: July 23
In-Person: July 30-August 2

Quad Cities

Crosscurrents guest speakers—Bonnie McDonald (Landmarks Illinois), Mark Treskon (Urban Institute), and Jane Wales (The Generosity Commission)—will bring their research and expertise to conversations around the role of museums as community anchors, how they support upward mobility, and engage community members to build a resilient society.

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Reposted from CISA/DHS

In an effort to ensure timely, relevant intelligence sharing in light of ongoing geopolitical threat developments, DHS I&A invites you to participate in an ad hoc iteration of our bi-weekly UNCLASSIFIED//FOR OFFICIAL USE ONLY/TLP GREEN cyber threat intelligence teleconference for public and private sector security professionals. Our next teleconference is scheduled for this Wednesday, June 18th, at 12pm EDT. Our teleconferences feature unclassified, but sensitive, information sharing sessions derived and informed by a diverse set of information sources. Please note the connection and authentication information for our teleconference platform below. Be advised a new meeting link may be generated for each teleconference, so please use the Teams meeting link included below. Invitations to this teleconference series are facilitated and strictly controlled by the Department of Homeland Security and shall not be forwarded under any circumstance. Please confer with your DHS I&A Engagement Liaison Office or Field Intelligence Directorate representatives to request additional invitations. Recommended participants include private and public sector cyber security and/or intelligence professionals who in the course of their work support cyber/information or critical infrastructure security, such as (but not limited to):

 Fusion Center personnel (e.g. emergency managers, intelligence analysts, first responders, law enforcement or public safety officials)

Critical Infrastructure Security Practitioners and Risk Managers

Security Operations Center (SOC) Personnel

Chief Security Officers, Chief Information Officers, or Chief Information Security Officers

We aim to enhance security practitioners’ awareness of emerging and enduring cyber threat issues by introducing finished intelligence, bulletins, alerts, or articles produced by DHS, our federal government partners, academia, or media outlets. Our next call will address the following cyber threat intelligence topics and products:

Questions or requests? Contact us at cyber@hq.dhs.gov and we will do our best to address them prior to, or during our next call.

Thank you for your continued partnership!

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Reposted from Art Sentry

Protecting your museum’s collection shouldn’t come at the cost of your visitors’ experience. Art Sentry’s advanced technology uses AI-powered monitoring to safeguard your priceless artifacts—ensuring both security and a seamless, non-intrusive experience for your guests. As the director of the Taft Museum of Art said, “Art Sentry provides complete protection of our priceless collection without negatively impacting the visitor’s experience or the fabric of the historic property.” Art Sentry ensures that your collection is protected while maintaining the positive, welcoming atmosphere your visitors expect. Let’s discuss how this system can support your museum’s unique needs.

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