February 9, 2024
The fourth thing on my Manifesto
for small business growth and productivity would be: As soon as you have worked out how to attract and delight … Read More “The fourth thing on my Manifesto”
Category: The Disappearing Boss
February 7, 2024
The next thing on my manifesto
would be: Automate Drudgery. Not just physical drudgery, but mental drudgery too. Don’t use people to transfer data between systems. … Read More “The next thing on my manifesto”
February 5, 2024
A manifesto for small business growth and productivity
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”
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”
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 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 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 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”