February 2, 2024
Just to clarify
“Why can’t people just do things the way I want them done?” is a cry of frustration. Not at the … Read More “Just to clarify”
Category: Customer Experience
February 1, 2024
Frustration
Next time you hear a small-business employer saying: “Why can’t people just do things the way I want them done?” … Read More “Frustration”
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 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 9, 2024
Non-work
‘Happy New Year!’ ‘Happy New Year to you too’ It’s early in the morning, on one of those quiet days … Read More “Non-work”
January 8, 2024
New year, old book
I didn’t get much ‘serious’ reading done over the holidays. Mainly because I managed to catch shingles somewhere along the … Read More “New year, old book”
December 8, 2023
What’s music got to do with it?
Over the last week, I’ve been working though my thinking on why a business is a system for making and … Read More “What’s music got to do with it?”
December 5, 2023
Roles
“Role: For most of us, the role we play most is the last one. Often without a clear idea of … Read More “Roles”
December 4, 2023
If a business is what it does, don’t stick spanners in the works.
If a business is what it does – a set of interacting processes designed to make and keep promises to … Read More “If a business is what it does, don’t stick spanners in the works.”