Taking lessons from permaculture may be the best way to create a sustainable culture change As Kermit the Frog memorably put it, “it’s not easy being green” as anyone will know who’s unwrapped and binned or attempted to recycle the plastic from their weekly grocery shop. With images of plastic-bound sea life in our heads … Continue reading Want to change your culture? Go green…
The UK’s Brexit debate is about democracy as much as its relationship with Europe. It's an important debate for workplaces too If you were trying to get around central London last Saturday, you’d most likely have found 700,000 people getting in your way blocking the route from Park Lane to Parliament Square. The issue that … Continue reading Is democracy all it’s cracked up to be?
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national average and the main reason given is a “toxic atmosphere” and bickering between two rival camps of surgeons. Since I’m an outpatient at the cardiology … Continue reading Jerks at work can seriously affect your health
Leading with compassion makes you a better leader How many times have you said “I couldn’t care less what they think” in relation to a work or personal matter? It feels good doesn’t it? You can stand alone, proud of your own position and invincible point of view? Unfortunately, it’s also the most corrosive attitude … Continue reading Could you care more? Avoiding the Guaranteed Formula for Failure
We’ve all done it – when our company fails to reach the high standards of performance that we’d like, we find ourselves thinking “couldn’t we be more like X?”, where X is anyone from Amazon to Zappos. In other words, the oft-cited exemplars of operational excellence, customer-centricity or employee engagement. But we need role models … Continue reading Pick-n-Mix – how to use role models to drive innovation
The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating. Love it or loathe it, what should you do about it? Is responding to organised online campaigning a reasonable reaction to the Voice of the … Continue reading When customers ‘gang up’ – how to handle it
I was struck a few years back when I read Herb Kelleher's excellent account of the growth of SouthWest Airlines that he held the view that customers come second whilst employees come first. Aha! I thought, contrarian thinking from the head of a company renowned for delivering a great customer experience, that's great! And since I … Continue reading Customers first, or employees – do you really need to ask?
I was in a meeting with one of my clients recently where we were reviewing a document that dealt with how to get the voice of the customer more embedded into their project methodology. Following a battle with Microsoft Word's spell-checker the document referred to a project mythology. Laughs all round but this got me … Continue reading Business innovation 5) What’s your innovation mythology?
Following my earlier post on Chez Bruce's excellent customer service I met with chef-proprietor Bruce Poole to find out how he fosters a culture of service in his restaurant. His comments are an object lesson for businesses of all types aiming to raise the bar in service provision. Although he's a chef by training Bruce … Continue reading Chez Bruce: a passion for superior service