Control freaks get a bad rap.Read More
Your business eats you up. It takes all your energy and focus, you worry about it even when you’re not there, so you…Read More
The need to satisfy a regulator, or meet legally binding deadlines creates a difficult balancing act for professional service firms.Read More
In my teens, I had a Saturday job in what was then a well-known department store. I worked behind the scenes in the kitchen, preparing cold sweets for the restaurant.Read More
“When you make a company, you make a utopia. Its where you design your perfect world.” Derek Sivers.
As Derek Sivers pointed out – building a business is a creative act, and like imagining a building, or hearing a symphony in your head, or visualising a ballet, you can make it behave however you want it to.
You make the rules.Read More
Exceptions are where it pays to treat everyone the same. By which of course I don’t mean “computer says no”.Read More
‘Standardisation’ often results in every customer being treated the same - whether they like it or not.Read More
This is how trust gets eroded.Read More
We tend to think of bespoke and off the peg as very much an either/or option. Not just in clothes.Read More
Years ago, a coffee shop - an offshoot of a well-known brand - opened in the middle of my local shopping centre. It had a nice old-fashioned feel, reminiscent of a cafe from the ‘30s, with wait staff and a long bar where coffee etc. was prepared. Of course I tried it out.Read More
“How do I get my people to think like an owner?”Read More
Seeing a case or project through from beginning to end is very satisfying - both for the person doing it, and for the client on the other side.Read More
Being in an industry that’s driven by compliance seems like a safe option.Read More
It is easy to assume that more choice is always better.
“I can see you’re waiting, why don’t you use the self checkout?” asked the shop assistant.
“Because I don’t want to leave the store angry.”Read More
One of the interesting things I noticed about Gothenburg was an absence of what you might call ‘flunky’ jobs.Read More
I recently flew back from Sweden. At Gothenburg airport, I got my luggage label and boarding pass from the self-service machine, and waited in front of the designated check-in stations to drop my luggage. There were 4 stations, so 4 queues formed.
After about 30 minutesRead More
I’ve been away for a coaching client, and I knew I wouldn’t get time to write each day, so before I left,Read More
.. to get a complaint.
But you will.
How you handle it can make all the difference to your reputation as a business.Read More
Nobody likes being talked at from a script.
Nobody likes reading from a script either.Read More