Customer Trust
“The cheque is in the mail”. “It will be ready first thing tomorrow.” “I’ll call you right back.” How many times have you been told one of these beauties? Have you ever caught yourself saying something similar to your customers or workmates? Forever the optimist, over...
“What If?” is better than “If Only”
How many times in your life have you said, “If only…”? There are no guarantees in life or business but embedding a risk approach in your decision making can minimise failures. Isn’t it better to ask, “What if?” before launching a new product, new service, new market...
Difficult Conversations
Nobody enjoys those difficult conversations with employees. Some years ago, I had a leadership role with the local school band program. We ran a number of bands, with the senior band regularly achieving high standards at the various band festivals entered. The...
Organisational Values
In the 2001 book Good to Great, Jim Collins talks about companies that reach and sustain greatness. They achieve this by finding what they can be the best in the world at, by understanding clearly where their profitability comes from, and they are deeply passionate...