The Bookends of service

Posted by Philip Smith on 4 March 2020
The norm is to have two bookends, one on either side of the books.   Our task in running a successful enterprise is to ensure that everything between these bookends works as well as humanly possible. When however we screw up, it is normal to have some process in place to deal with this, providing another set of "bookends".  Peter Drucker describes the first bookend as the point of interaction between a potential customer and your enterprise. The second bookend i...
Posted in: Think Stupid-File  

Customer Experience is just like Big Data

Posted by Philip Smith on 10 February 2020
Words matter Definition of Lexicon :   a book containing an alphabetical arrangement of the words in a language and their definitions : DICTIONARY   Dan Ariely Thanks -   The words we use, how we use them and how they are understood by others, can and do, frequently make the difference between success and failure. We live in a world of maximum communications where many people appear to be glued to one devise or another, yet all this co...
Posted in: Stupid-File Leadership  

The New Year

Posted by Philip Smith on 10 January 2020

So what will change ?

This time of year creates a loss in production when many people are working hard at their new years resolutions.

Might I be as bold as to suggest a different approach?

Instead of a list of new resolutions, figure out what the most important lesson is you learnt last year, then try to apply that learning to your activities this year.

Good luck





Posted in: Lessons  

Silly Seasons and cycles

Posted by Philip Smith on 9 December 2019
Opportunities abound, ready and waiting for us

Another year has gone at the speed of light and the silly season is upon us. For some strange reason some people believe that it is now time to slow down instead of doubling their efforts to hit the new year with a bang.  Habits form over time and slowing down, at this time of the year, is the norm for many industries.  Builders see it differently, but that is a subject on its own.   Many will consider the outcomes ...
Posted in: Think  

Questions, Questions and more Questions

Posted by Philip Smith on 11 November 2019
Will the Answer matter?

For more years than I care to remember I have beaten this drum - If we pose the wrong question the answer is irrelevant and any action based on the answer, likely to be futile.  Last month I wrote about how red tape is drowning not just the public service but private enterprise as well. - Link During this last month there has been a raft of incompetence revealed in the media and somehow, a day later, it is forgotten only for the next bit of lunacy to take...
Posted in: Stupid-File  
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