Aloha,

We like to reach out regularly to our clients using our learning products. We are pleased to tell you more about the Portal through which you are able to access the information about your employees.

We have created a Data Analytics Portal through which you can follow the progress of each of your employees. We also have created in association with the Zintoro team. They have created this portal for us.to track employees and training, This is our Data Analytics Portal.

I wanted to show you something we’ve recently added that we are extremely excited about.

We can now calculate the actual ROI your Learning Without Scars training programs generate.

Here’s what this means for you:

You’ll see which Skills and Knowledge levels correlate with:

  • Higher customer retention rates in your branches
  • Increased parts and service revenue per technician
  • Better team performance and reduced turnover
  • Specific revenue impact per training dollar invested

A Real example: One dealer discovered their LWS-certified service advisors generated 23% more revenue per customer than non-certified advisors. Another found that branches with certified parts managers had 18% better inventory turns.

Plus, we’re expanding this to marketing ROI. Dealers using our associate Winsby email programs are seeing $8,000 return for every $1 spent – and we can prove it through your invoice data.

Since you’re already in the system tracking employees and training, we can have your training ROI dashboard ready in 48 hours.

Would you like to see what your data reveals? We can be available early next week for a 15-minute call, or you can grab time directly: www.calendly.com/csclegg

The Time is Now.

Lessons about how to create safety from the history of fire

Reality is a dangerous place. From the dawn of humanity, we have faced the hazards of nature: fire, flood, disease, famine. Better technology and infrastructure have made us safer from many of these risks—but have also created new risks, from boiler explosions to carcinogens to ozone depletion, and exacerbated old ones.

Safety, security, and resilience against these hazards is not the default state of humanity. It is an achievement, and in each case, it came about deliberately.

A striking theme from the history of such achievements is that there is rarely if ever a silver bullet for risk. Safety is achieved through defense in depth, and through the orchestration of a wide variety of solutions, all working in concert.

Recently, in a private talk, I gave a historical example: the history of fire safety. It resonated so strongly with the audience that I’m writing it up here for wider distribution.

Up until and through the 1800s, city fires were a great hazard. Neighborhoods were full of densely packed wooden structures without flame-retardant chemicals, fire alarms, or sprinkler systems; open flames were used everywhere for lighting, heating, and cooking; there were no best practices in place for storing or handling combustible materials; fire departments lacked training and discipline, and they worked with inadequate equipment and insufficient water supply. All this meant that large swaths of cities regularly burned to the ground: Rome in AD 64; Constantinople in 406; London in 1135, 1212, and 1666; Hangzhou 1137; Amsterdam 1421 and 1452; Stockholm 1625 and 1759; Nagasaki 1663; Boston 1711, 1760, 1787, and 1872; New York 1776, 1835, and 1845; New Orleans 1788 and 1794; Pittsburgh 1845; Chicago 1871; Seattle 1889; Shanghai 1894; Baltimore 1904; Atlanta 1917; and Tokyo 1923 are just a short list of the most well-known.

Fire is not unknown today, but it is far less lethal, and great city fires consuming multiple blocks are largely a thing of the past. Today, if you see a fire truck on the street with its sirens blaring, it is more likely to be responding to an emergency medical call than to a fire. Even if the truck is responding to a fire call, it is more like likely to be a false alarm than an actual fire.

How was this achieved?

Better firefighting. Pumps to douse fires with water have existed since antiquity, but for most of history they were man powered. With the Industrial Revolution, we got steam-powered and later diesel-powered pumps that can deliver much greater throughput of water, and at greater muzzle velocities to reach higher floors of buildings. In the 20th century, horse-drawn fire engines were replaced with fire trucks that could get around the city faster and more reliably.

A high-throughput engine, however, needs a high-volume source of water. In ancient and medieval times, the bucket brigade provided water: two lines of people stretching from the fire to the nearest lake or river, passing buckets by hand in both directions. A much better solution was the fire hose, invented in the late 1600s (and improved in strength and reliability over the centuries through better materials, manufacturing, quality control). The fire hose not only allowed a fire engine to be connected to a water source, but it also allowed the fire-fighters to get in closer to the base of the fire and dump water directly on it, which is far more effective than just spraying the building from the outside.

A fire hose can be inserted into a natural water source like a pond or cistern, but one of these might not be handy nearby, and they aren’t pressurized, so all the pumping force has to be supplied by the fire engine. They also contain debris that can clog the intake and block the flow. Eventually, cities were outfitted with regularly spaced fire hydrants connected to the municipal water supply. A water system designed to supply city residents with daily needs, however, often proved inadequate in an emergency; these systems had to be upgraded to supply the large bursts that big fires demanded. This is a matter of serious engineering: 19th-century fire-fighting journals are full of technical details and mathematical calculations attempting to precisely nail down questions of optimal hydrant distribution or nozzle size, or the pressure required to force a certain volume of water to a given height at a particular angle.

Finally, fire-fighting teams needed improved organization. Traditionally, fire-fighters were volunteers, often rowdy young men with no training or discipline (there is at least one story of a fist fight breaking out between two rival teams who arrived at a fire at the same time). In the 19th century, fire departments were professionalized and were organized more formally, along almost military lines, as befits responders to a life-threatening emergency.

Faster alarming. Fire, like many of our most dangerous hazards, is a chain reaction. Chain reactions grow exponentially, which means early detection and response time are crucial. Traditionally, fires were spotted by watchmen, either on patrol or from a watch tower, who then had to run, shout, or ring bells or other alarms to alert the fire fighters.

Electronic communications, first via telegraph and later telephone, provided a much faster way to get the alarm to the fire department. The telephone lines could be busy, however, so in the 20th century the 911 emergency response system was created to provide a priority channel.

Far better than having a human sound the alarm, however, is doing it automatically. Smoke detectors and other automatic fire alarms caused the fire to “tell on itself,” saving valuable minutes or even hours. Even more effective was the automatic sprinkler, which combined detection and response into one near-instant system.

Reducing open flames. Better than fighting fires, of course, is preventing them. Before the 20th century, flames from candles and oil or gas lamps provided lighting, and fires in wood- or coal-burning stoves provided heat for building, cooking, and industrial processes. The Great London Fire of 1666 is said to have started in a baker’s shop, Copenhagen 1728 was blamed on an upset candle, Pittsburgh 1845 came from an unattended fire in a shed. Even worse, people often kept these fires going unattended overnight, because even starting a fire was difficult before the invention of matches. Medieval regulations required city- and town-dwellers to cover their fires after a certain hour (the word “curfew” derives from the French couvre-feu, “cover the fire”).

Electric lighting and heating greatly reduced this risk. Electric sparks, however, were also a fire hazard—and initially, electrical installations increased rather than decreased fire risk, owing to shoddy electrical products, fixtures, and wiring. The solution here was improved standards, testing, and certification: the fire insurance companies created an organization, Underwriters Laboratories, specifically for this purpose, and its label became a highly valued marker of quality. (I told the story of UL in The Techno-Humanist Manifesto.) Today, our electronics and appliances are so safe that arson is the cause of more fires than either of them.

Safer construction. Preventing fires by eliminating the sparks or flames that ignite them is like lining up dominoes and then trying hard to make sure the first one never gets tipped over: a fragile proposition. Far more robust is to remove their fuel. Wood construction was widespread through the late 19th century, even in dense city neighborhoods: Daniel Defoe wrote that before the Great London Fire of 1666, “the Buildings looked as if they had been formed to make one general Bonfire.”

Today our cities are built of incombustible brick, stone, and concrete. Building codes enforce safety practices to slow the spread of fire both within a building and between buildings. They specify the quality of materials such as brick, mortar, cement, timber, and iron, including the specific tests it must pass; the materials for walls, and their minimum thickness; and the height of non-fireproof structures; among many other details.

Saving lives. By the early 1900s, in advanced societies, the problem of large city fires that spread over many blocks had mostly been solved; fires were often contained to a single building. That was small comfort, however, for those trapped inside the building. Tragedies such as the Iroquois Theatre Fire of 1903 and the Triangle Shirtwaist Fire of 1911 taught us valuable lessons. Exit paths must be adequate to evacuate entire buildings. Doors must remain unlocked, and they should open outwards in case a stampede presses up against them. Fire-resistant material must be used not only for the construction of the building, but for the interior: sofas, beds, curtains, carpets, wallpaper, paneling. Again, building and safety codes specify and enforce these practices.

So, fire safety was achieved through the combination of:

  • General-purpose technologies: engines, electronic communications, electric light, and heat
  • Specific inventions: fire pumps, fire hose, fire alarms
  • Infrastructure: municipal water supply, telephone lines
  • Standards, testing, and certification: of electrical products, fire preventing and fire-fighting equipment, building materials, etc.
  • Law: building codes and other fire safety codes
  • Education and training: in fire departments, among the public

This is a general pattern. Safety requires:

  • both prevention and “cure”
  • both technical and social solutions
  • among technical solutions, both products and systems
  • among social solutions, both education and law

We see the same thing in other domains. Road safety, for instance, was achieved through seat belts, anti-lock brakes, crumple zones, air bags, turn signals, windshield wipers, traffic lights, divided highways, driver’s education, driver’s licensing, and moral campaigns against drunk driving. No silver bullet.

When we think about creating safety and resilience from emerging technologies, such as AI or biotech, we should expect the same pattern. Safety will be created gradually, incrementally, through multiple layers of defense, and by orchestrating a wide combination of products, systems, techniques, and norms.

In particular, there is a line of thinking within the AI safety community that tends to dismiss or reject any proposal that isn’t ultimate—fully robust against the most powerful imaginable AI. There’s a good rationale for this: it’s easy to fall victim to hope and cope, and to lull ourselves into a false sense of security based on half-measures that were “the best we could do”; vulnerabilities are often invisible and are revealed dramatically in disasters; such disasters may be sufficiently catastrophic that we can’t afford to learn from mistakes. But I find the all-or-nothing thinking about AI safety counterproductive. We should embrace every idea that can provide any increment of security. History suggests that the accumulation and combination of such incremental solutions is the path to resilience.

© 2026 Jason Crawford

9450 SW Gemini Dr PMB 74328, Beaverton, OR 97008-7105

How Dealers Can Stop Losing Customers and Build Stronger Relationships

Equipment dealers operate in a relationship driven business. Customers rely on their dealer not just for equipment, but for service support, parts availability, and long-term reliability. When those expectations start to slowly slip, customers may not tell you directly. Instead, they begin to pull back, look at other dealers, and try buying elsewhere.

Understanding how customers experience your dealership is critical to maintaining relationships. Dealers that regularly gather and act on feedback are better positioned to address concerns early and reinforce their value across every interaction. That’s where customer satisfaction surveys come in.

Why equipment dealers lose business over time

 Customers do not stop working with a dealer because of one bad interaction. In most cases, dissatisfaction builds gradually. Communication gaps, unresolved service issues, or unclear value can cause them to quietly explore other options. Common factors that contribute to customer loss in the equipment industry include:

  • Delays or inconsistencies in communications
  • Missed expectations around uptime, repair timelines, or follow up
  • Changes in customer operations, fleets, or staffing
  • A perception that service quality or responsiveness has declined
  • Issues that were never fully addressed or resolved

These problems rarely appear overnight, which means dealers often have an opportunity to intervene before a customer fully disengages.

What at-risk customers look like for equipment dealers

 Customers who are becoming disengaged often show subtle warning signs. These may include:

  • Fewer service appointments or parts orders
  • Slower response times to calls or emails
  • Reduced interaction with account managers or service advisors
  • Hesitation around renewals, maintenance plans, or future purchases

These behaviors usually indicate uncertainty with whether or not someone wants to continue working with you. Recognizing them early allows dealers to re-engage customers before the relationship weakens further.

Why customer satisfaction surveys matter for equipment dealers

Customer satisfaction surveys give dealers direct insight into how customers feel about their experience across sales, service, and support. Rather than relying on assumptions or anecdotal feedback, surveys provide structured, measurable input from the people who rely on your dealership every day.

For equipment dealers, customer satisfaction surveys help:

  • Identify concerns before customers stop scheduling service or buying parts
  • Highlight breakdowns in communication between departments
  • Measure service experience, responsiveness, and follow through
  • Reveal whether customers feel supported after the sale
  • Prioritize improvements that directly impact customer relationships

Surveys are especially valuable, because they bring issues to the surface that customers may not raise during routine interactions. Many customers will not complain directly, but they will share honest feedback when asked in a structured, neutral way by an outside party.

Turning survey feedback into better service and stronger relationships

 Collecting feedback is only effective when it leads to action. Equipment dealers who use survey results to guide follow up conversations, process improvements, and service adjustments show customers that their input matters. When they see their concerns have been acknowledged and addressed, confidence is restored. Over time, these actions build trust and reinforce the dealership’s role as a long-term partner, not just a vendor. A customer who was at risk of leaving you may become your biggest supporter after you listen to their issues and fix their challenges.

Survey insights can also help dealers:

  • Improve communication for service recommendations
  • Address recurring repair or scheduling issues
  • Strengthen post sale follow up
  • Align internal teams around customer expectations

When feedback becomes part of daily decision making, customer relationships remain robust and solid, even as business conditions change.

Strong customer relationships are established before problems appear

The most effective way to prevent lost customers is to stay connected before dissatisfaction sets in. Customer satisfaction surveys give equipment dealers the visibility needed to understand changing customer needs and to respond proactively.

By listening consistently and acting on what customers share, dealers can protect long term relationships, increase service loyalty, and create a better experience across every touchpoint.

If you want to identify at risk customers earlier and strengthen relationships across sales and service, then talk to our partner company, Winsby. They can help you implement satisfaction surveys designed specifically for equipment dealers. Their results typically produce an increase of 30% in customer retention.

Contact Winsby to ask about their customer satisfaction surveys today!

Over the course of my work life, now spanning sixty years, I have always been an early riser. That still seems strange to me in that one of the things I did to pay my way through university was to play the piano in a bar. I finished typically at 4:00 AM. I was still on the ski hill at 9:00 AM with a group of students.

I started work in this industry in 1969. Pretty soon thereafter I was travelling two weeks a month, sometimes more. Being in my early twenties it never bothered me. I thought it was exciting. It was the time of James Bond and so I ate alone a lot. I always had a book to keep me company. Then I got married and suddenly, I was a nervous flyer and didn’t want to travel. That became significantly more difficult when I became a parent. I didn’t want to leave home at all. That came crushing down on me after Marlene and Caroline had dropped me off at the airport and Caroline asked Marlene if she had done something wrong that I was leaving. That gets you.

Travel has been a large part of my life. I have travelled over eight million miles on airplanes. Believe me when I say that is not a badge of honor. To make it more interesting it was all over the world. That means I had to deal with time zones a lot. My doctor collaborated with me in that he had me on a three-step regimen. We started over the counter and escalated from there depending on how many days it had been without sleep. Remember I was teaching two-day classes that typically ran for ten hours and then involved a dinner with the students. I can’t tell a lie. I love teaching, I always have.

But in the past few years I have travelled significantly less. But my timetable is still pretty much the same. I wake up between 4:00 AM and 5:00 AM and I am typically sitting at the computer shortly thereafter. You know the routine. Catch your email, respond to various issues, and other things that take you away from a normal routine start to your day.

Then I read an article. Things are now different here. I have a series of things I must do BEFORE sitting at the computer. The article was by Perri Blumberg. And she got my attention. As with most things they are very straightforward and tend to be simple things.

  • Wear a variation of the same thing every day. Think Steve Jobs. Well, I did that. I had a Brown set of clothing and a grey set. A blazer, pants, neutral shirts, and shoes. I would come home on a Thursday or Friday and unpack and pack. From one color to the other.
  • Before you get out of bed set yourself up for a cheerful outlook. Think about everything you are going to accomplish today.
  • Drink WATER. Hydrate yourself. You have been lying in bed all night and your body has been consuming the water you have stored in your body. It needs a fill-up.
  • Then I move away from what Perri suggests, block out time for a high impact task. I moved to Nir Eyal, a Behavioral Scientist who traches at Harvard for guidance. His book titled ‘indistractable’ changed how I do my work. I have always been a “ToDo” List guy. Now I schedule my day with “Blocks” of time. It reduces the amount of stress in my day. I don’t have to finish something. I allocate specific blocks of time to things and when the alarm goes off signifying that that block of time is finished, I move on to the next time block. Imagine working one way for sixty years and finding a better way for me. I am profoundly grateful to this man.

Habits are hard to break so this morning routine is still a work in process. I do wear a variation of the same clothing now every day. I do lie back and look at the ceiling or the clouds in the sky and think of the good things I will get done. I am having trouble with the water thing. I still want my morning coffee or tea, but I am working on it. The time blocks have made an incredible difference, not just in my work but in my life.

I have given myself permission to think about my life with more focus as I get older. I wish I had started this exercise earlier in my life. Think about your life?

The Time is Now.

The heavy equipment industry has a way of sticking with you. Years ago, I had the opportunity to serve as Vice President of Human Resources at Kirby-Smith Machinery. Like many good stories in this industry, that chapter started with relationships – specifically, being introduced to Ron Slee, someone whose leadership, industry knowledge, and commitment to learning left a lasting impression on me.

If you’ve spent any time in heavy equipment, you know this isn’t just a business. It’s a relationship-driven, trust-earned, sleeves-rolled-up industry where reputations matter and word travels fast. That environment helped shape me as an HR leader and continues to influence how I work today.

Why I’m Back (In a New Way)

Fast forward to now.

In my fractional HR practice, I am focused on working with founder-led and privately held businesses – many of them in equipment, construction, manufacturing, and distribution – that are hitting an inflection point:

  • Growth is accelerating, but systems haven’t caught up
  • Leaders are stretched thin and wearing too many hats
  • HR has become “important,” but not yet “strategic”
  • Culture, accountability, and leadership consistency are starting to matter more than ever

That’s where fractional HR leadership fits.

  • Not a full-time hire
  • Not a reactive HR vendor
  • But an experienced executive partner who helps owners and leadership teams think clearly about people, structure, and leadership, before problems turn into expensive distractions

What I Do Today

Through 6 Degrees or Less, I support organizations with:

  • Fractional HR leadership (strategic, hands-on, practical)
  • Leadership and executive coaching for owners and senior leaders
  • People advisory services during growth, transition, or change

My work is grounded in real-world experience – supporting operations-heavy businesses where uptime matters, margins matter, and leadership credibility matters.

Why “6 Degrees or Less”

6 Degrees or Less is essentially the combination of two things – nearly 30 years of HR experience, combined with nearly 30 years of relationships that matter.

In industries like ours, trust isn’t built through branding – it’s built through people, shared experiences, and doing what you say you’re going to do. I believe the best work happens when the distance between people is short, conversations are honest, and leadership is human.

Looking Ahead

I’m excited to reconnect with the heavy equipment community – not as a vendor, but as a partner, learner, and supporter. I look forward to sharing insights, learning from others, and contributing wherever I can.

If you’re a founder or leader navigating growth, transition, or that familiar moment of “we’ve outgrown how we used to do things,” I’m always open to a conversation. No pitch, just a practical discussion about what’s working, what’s not, and what might come next.

If we’ve crossed paths before, it’s great to reconnect.

If we haven’t yet, I look forward to the conversation.

Onward,

Seth McColley
Founder and Principal, 6 Degrees or Less

We are sorry to announce the loss of an extremely important and wonderful member of the Learning Without Scars team. George Zeigler who is responsible for the Electrical section in Professional Development has passed away.

We worked with George for nearly two years as he developed learning products for us. The Electrical Industry across America has varying standards and approaches; George created four different levels of Skills and Knowledge Assessments for the Electrical Industry. He also created classes to provide learning paths whereby interested individuals could improve their skills in a structured manner.

We send our condolences to Susan and their sons Levi and Collier.

His obituary is available here or paste this into your browser:

https://www.dignitymemorial.com/obituaries/ontario-oh/george-zeigler-12587738

Rest in Peace.

Ron Slee, Learning Without Scars