Archive
on demotivating people
We all have obsessions and those of us who lead teams may have a few for we are driven people. We like to refer to these foibles as being focussed, having a clear vision or something of that kind, but behind whatever management speak we wrap it up in we are still obsessed.
Musings from the facilities front #2
Service Level Agreements; where would we be without them? A lot better off in the case of most of those that I have inherited and I would like to tear them all up. Read more…
Customer service at its worst
One of my businesses buys and sells collectable items and is well established now after almost thirty years of international trading. Part of that trading has been to use a well know internet book shop through which we sell, appropriately enough, collectable books. Read more…
musings on how the office can survive into the future
There still seems to be a view that we provide buildings; offices, hospitals, warehouses or whatever and that people come to these places to do things there, and in the case of an office there is a view that we no longer need them, that the technology of today makes many jobs independent of a traditional office base. That is true in some cases, but the problem with most of the arguments of that principle is that they treat the building and what goes on in it a separate entities. Read more…
every man in the fleet knows what to do except the commanding admiral
These words were written by Ian Fleming for his creation M to utter in conversation with 007 and they convey an important leadership principle. Read more…
it’s as easy to do customer service well as it is to get it wrong
Customer service Is something of a passion of mine and over the last week a few examples good, bad and indifferent have prompted these thoughts. Read more…
you get the supplier relationship that you deserve
How to have a good working relationship with your suppliers; it’s a topic that comes up often when talking to clients and buyers. Read more…
back to the floor over the pond
My passion for going back to the floor has been covered here before, but over the last month I have been able to experience a little of it during my travels across the pond. Read more…
customers, processes and bureaucracy
A couple of things around customer experience have inspired this week’s musings, one of them personal and the other through something on TV. Read more…
are your KPIs a helping or hindering (and do you know)?
The other day Martin Read was posing the question of KPIs in the FM World Think Tank. This is a topic Dear to me heart as previous columns here show and I am firmly of the opinion that there is too much made of measurement in general and KPIs in particular. Read more…
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British Blogs
the Monday Musings column from that consultant bloke 