Do Business Well

Many managers say they would like to define the right outcomes and then let each person find his or her own route, but they can’t. Some outcomes, they say, defy definition. And if you can’t define the right outcomes then you have to try to define the right steps. It’s the only way to avoid chaos, they say.

From some angles this perspective is actually quite sympathetic. First, some outcomes are indeed difficult to define. Sales, profit, or even student grades lend themselves to easy measurement. But customer satisfaction doesn‘t, nor does employee morale. Yet both of these are critical to excellent performance in many roles. Continue Reading »

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If you are going to be an actualizer and maximizer of human potential you need to be a PWB —

A Person Without Borders

There is a social tidal wave sweeping over the world. It’s caused by technology, democracy, mobility and our common humanity. It’s the wave that is washing away national and cultural boundaries. The best talent and ideas rule. It doesn’t matter where the talent or the ideas come from. So the new class of successful entrepreneurs will be PWB — People Without Borders. They will go where the opportunities are greatest and they will take from where the talent and ideas are most plentiful. They do not limit their vision to industry or geography. They are open, adaptable and mobile. Continue Reading »

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Sometimes, you have to be a clown

Sometimes, it pays to be a clown. It pays to do things that make your people and your customers laugh. Remember the power of the Court Jester: in the Middle Ages, the jester was the second most powerful person in the kingdom after the king because he made people laugh while he was telling the truth. If you truly want to capture the attention of others, make sure you amuse and entertain them. But do it in a way that is respectful and appropriate.

This point is especially appropriate to those people who have a great sense of humour. If you have this skill, use it to its maximum. If you haven’t, try to develop it. But don’t force it. Continue Reading »

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“People are made up of 99% emotion and 1% reason. Take care of their hearts and their heads will follow”

Joy Madison

You arrive at work and turn on the machines - they work away day-in and day-out, producing a fixed quantity at a fixed quality. If they break down, it is simple to trace the problem and fix it. When your machines are old and fully depreciated, you simply replace them with new and improved models.

Your people are totally different - they can be complex, moody, temperamental, unpredictable and often secretive and insecure. They are known to report late, steal, break things, strike, sulk or just go slow. That’s just the way it is. And often it has a lot to do with the way you treat them. Continue Reading »

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Take theirbreath away! Amaze them! Delight them!Over and over again.

“A great lover is not someone who has a different partner every night. A great lover is someone who makes the same partner feel like a different partner every night”

Daphne du Maurier

Think back over the last three months and remember a time when a company really exceeded your service expectations. So what do you think? Is this a problem?

Not if you’re a true blue entrepreneur. It’s a massive opportunity! In fact, it’s probably the biggest reason why you’re going to succeed, right? You’re going to introduce a level of service unprecedented in your industry, right? You’re going to amaze, astound and delight your customers, right? We hope your answer is yes! yes! yes! Because great service alone may be enough to give you the competitive edge. All you have to do is to set yourself apart from the herd and lift your service standards well above the norm. Continue Reading »

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