January 31, 2024
Dozing
One of my favourite times of day, is that part where you’re not asleep any more (or not yet), but … Read More “Dozing”
Month: January 2024
January 28, 2024
Self-management
You might choose to take your business self-managed, or employee-run, so that it can support your lifestyle with minimal input … Read More “Self-management”
January 26, 2024
Employee-run
What do I mean by employee-run? Well, it could mean that in the absence of ‘The Boss’, everyone simply carries … Read More “Employee-run”
January 25, 2024
Exceptional service
I’m a fan of the 80/20 rule when it comes to documenting processes in a Customer Experience Score. Trying to … Read More “Exceptional service”
January 24, 2024
Big-picture or ground-up?
Bottom-up – even horizontal – thinking is fashionable. Probably because people are fed up with hierarchy, command-and-control, being told what … Read More “Big-picture or ground-up?”
January 23, 2024
Why go employee-run?
To share responsibility for the customer experience across everyone in the business. To increase capability across your whole team. To … Read More “Why go employee-run?”
January 22, 2024
A new book and a request
This week I begin an 8-week course on writing a useful book. I won’t get it done of course, but … Read More “A new book and a request”
January 19, 2024
Not just for New Year
James Clear has some gems of advice for changing habits. I heard a few of them on a podcast yesterday, … Read More “Not just for New Year”
January 18, 2024
Silos
Functional silos are a bitterly-recognised problem in large organisations. They arise out of the idea that specialisation is efficient, that … Read More “Silos”
January 17, 2024
Going Pro
“A critical characteristic of a profession is the need to cultivate and exercise professional discretion – that is, the ability … Read More “Going Pro”
