If you were going to write “A manifesto for small business growth and productivity”, what would you include? I’d love … Read More “A manifesto for small business growth and productivity”
“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”
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”
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”
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?”
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”
Functional silos are a bitterly-recognised problem in large organisations. They arise out of the idea that specialisation is efficient, that … Read More “Silos”
“A critical characteristic of a profession is the need to cultivate and exercise professional discretion – that is, the ability … Read More “Going Pro”
Feedback is great for refining your thoughts. Doug Rabow kindly responded to my LinkedIn post about why I use the … Read More “Refinement”
“The worker at bench or loom must put something of himself into his work, and as constantly draw upon his … Read More “Renewal”