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Posts Tagged ‘people’

Welcome to the UK (well Heathrow T3 and Sainsbury’s)

October 18, 2010 1 comment

Over the last 24 hours I have passed through three airports, in order, Tampa International (main concourse and hub F), Miami International (concourse D) and London Heathrow (Terminal 3). The difference in attitude between the first two and the latter in terms of their people and, to a degree, the facilities is significant.

Tampa is one of my favourite airports. It wasn’t the first American airport I passed through, that was Atlanta during its rebuilding in advance of the ’96 Olympics. I saw little of it, just enough to start running through Airplane gags with my daughter as we waited for our connection to Tampa. We aquaplaned into Tampa as it was getting dark, and I decided that I was too tired to face an hour’s drive in a strange car on strange roads. Despite the late hour the information lady at the airport was very helpful in getting us a hotel for the night, and that impressed me.

Over the 18 or so years since I’ve flown in and out of Tampa a lot and have grown to love it. It isn’t too big, but it is well provided for and the people there are great. You get free Wi-Fi  and there are all sorts of little touches with the decor and services that make it a pleasure to travel through it.

Miami’s Terminal D is almost complete and is a pleasure to transit through. As an airport Miami is a very busy place and, like Heathrow, very multi cultural. It has a vibrant buzz about it but, despite some of the passengers being ignorant, the people running the place aren’t. It is a joy to have the courtesy bus driver get off and help you on and off with your bags, to have porters there to get you to the check in desk (OK, it’s a buck a bag, but so what?). Everything is geared around service, from the concession coffee bar to the executive lounge.

So, after eight and a half hours or so on a triple seven it’s welcome to Heathrow, and what a welcome. They’re remodelling, so fair enough, but the first issue comes with the exit from immigration. You now emerge into baggage re-claim by carrousel one instead of down the other end. So where are all the baggage carts? Down the other end. Enquiring of one of the group of workers earns a shrug before they resume their conversation and sterling efforts to stop the wall falling over (at least I think that must have been why they were leaning on it).

My female colleague wants to use the ladies restroom. She emerges nearly 10 minutes later looking somewhat ashen – I don’t ask. We collect our bags and emerge out into the open to catch the bus out to the long stay car park. The area is festooned with No Smoking signs, but they are hard to see through the clouds of tobacco smoke – why is this not being policed? There is a smoking area for them to use, but no, they have to share with the rest of us. Waiting for the bus is no pleasure in that environment. Fortunately the nice people at Business Parking save the day to some degree, as always cheerful and efficient.

On the way home I stop off at Sainsbury’s to pick up a rotisserie chicken. There’s no sign of an assistant so I ask the lady at the adjacent meat counter if she can help. “I don’t do that section” she says and resumes tidying her display, ignoring my needs. Oh well; welcome home John.

Who would I have on the board of Me plc?

September 28, 2010 2 comments

My friend Kwai Yu asked who would be on the board of Me plc. Having thought about this for a couple of days I’ve come up with some possible solutions here. I’ve taken a Fantasy Football approach with some of these, and have grouped them, as you will see, by category. So the nominations are:

The Entertainment Board.

First to invite would be Lionel Blair. If you wanted to personify the word irrepressible, then that would be Lionel. A positive mood to board meetings would be assured by his presence. Next up is Jane Russell. Here I’m not sure whether this would be as herself or one of her characters; maybe from the Outlaw, or Gentlemen prefer Blondes? Whatever, a smart cookie that one. Then I’d ask Doris Day. Let’s face it, whatever scrapes she got into everything always worked out in the end, and I’m an eternal optimist, so I’m sure that we’d go together well. We’d need legal advice maybe, so who else but Denny Crane; what could I add? Denny Crane! The final member of this board comes from the sporting world, and would be the late Sir Bobby Robson, the only member of this team that I have met. Two words sum up the reason for his inclusion; passion and loyalty.

The Former Colleagues Board

This one is made of people with whom I have worked and kicks off with Diane Santos. She was my boss for a time and was as straight as a die. I may not always have agreed with her, but I could always trust her. From the same team, her boss John Robson. John taught me huge amounts about leadership just by doing what he did. Later our paths crossed again when I was his business landlord and I’ll always hold him in high regard; a true gentleman. Very much in the same line is Mick Linsell, one time MD of Royal Mail and, for a time, my boss squared. Another who showed me the ways of leadership just by doing his job. And he stood up to Anne Robinson on live TV and came away with a draw.

The Historical Board

This one doesn’t go too far back, but I’d start off with a couple of politicians from the days when they were real people. Barbara Castle would be first pick. I may not have shared her political leanings, but here was a lady I would have liked to have known and maybe to have worked with. I’d team her up here with Sir Winston Churchill. Another with whom I would often have disagreed, but I love his way with words and his fighting spirit, a quality he shared with Barbara. Then there would be Leonard Cheshire, he of the Cheshire Homes and of Bomber Command. For me truly a great man and one who would bring a single minded courage to my enterprise. Finally here, and from much farther back, Vasco da Gama. I have a great admiration for those who just sailed off into the unknown to find what was there, even if that turned out to be death.

The Musketeers

Back in July ’96 I joined three guys, Chris Drew, Kelvin Little and Ian Tolley, in a team that we came to call the four musketeers (I was Porthos). We did truly live up to the One for All and All for One philosophy. We all still keep in touch even though we parted company in early ’99, having blazed a trail in those two and a bit years.

The winning team? The Musketeers I would think.

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Is the purpose of your visit business or pleasure?

September 20, 2010 3 comments

In a few days time I will walk down another jetway, shuffle along the queue to face an immigration official and face that perennial question; “Is the purpose of your visit business or pleasure?” Now I learned years ago that you don’t get smart with immigration, but the answer for me is almost always “Both”.

I’ve been very lucky over the years in that my various jobs have taken me all over the UK, to nine other European countries and to the USA. I’ve met so many people and seen so many sights that it truly has been a privilege.

I don’t enjoy the travelling as much as I used to. Driving has lost much of its lustre with Labour’s hatred of the motorist showing through in so many ways over their umpteen years in power together with the complete lack of any driving standards. Osama bin Liner and his crew screwed up flying and airports and as for the trains; the method of privatisation ruined them. If I have a choice I’ll drive because at least I can chose my own route, but my next big trip has to be by air because of the distances involved, not to mention the impracticality of crossing the Atlantic in a car.

This time I am fortunate enough to be flying business across the pond and first on the internal flights so I will, at least, be somewhat pampered en route, but it is the destinations rather than the journey that interest me.

I like places, but it is always the people that make the places more often than not. Yes, architecture and scenery have their own power and I am comfortable enough with my own company and a view on occasions, but it is the people who inhabit the buildings and spaces that generally provide interest. How many conversations have I had with strangers over the last forty years or so? I have no idea, but, whether they were the business contacts I had travelled to meet or just someone I ran into, I’ve never ceased to be fascinated by them, their lives and the conversations we have shared.

There is so much pleasure to be had from finding out about people and the way that they live. I may not always agree with their views on life, business, politics or whatever, but so what? I’ve always been in the school of tolerance of other people’s right to express themselves (which is why I stand firm against political correctness). In any case, how can you ever hope to understand if you don’t expose yourself to alternative points of view? Of course I have had my fair share of bores and bigots, but you learn to deal with them. The joy is in sharing and coming away from each encounter richer in your knowledge of the way life is lived in those parts.

So who will I meet on this trip? I’m going to run into someone in the departure lounge, be sat next to someone on the ‘plane and then there are the various airports and hotels on the trip. American hospitality is second to none and I reckon I’ll have talked to at least 300 people that I’ve never met before by the time I get home.

Those that travel on business often complain that it isn’t the jolly that those who don’t travel on business view it as. I would argue that it is what you make it. Yes it can be a chore if you let it be, but you don’t have to. Business or pleasure? Always both.

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let the train take the strain, or is the car better by far?


Recently I had a meeting near London Bridge, but which way to travel? I go up to town about 15 times a year on average these days, and I’ve had bad luck with trains to and from Swindon one way and another in recent years.

An additional issue is that the cost is very high if I can’t book well in advance, and I try to keep costs down regardless of whether it is I or my client who is paying. A spontaneous run up to The Smoke from Swindon will cost about £120 including the car park for example. Another problem is the latter; car parking is a bit hit and miss if I’m not there reasonably early and, if I get there and can’t park, I’ve driven 15 minutes in the wrong direction and have therefore wasted about half an hour by the time I get to the M4 heading East to try an alternative.

Over time I’ve developed options for driving part way, usually to Reading where there is covered parking next to the station, a connecting walkway to the platforms plus extra train options from other routes that converge there. Nett journey time from my house to Paddington is about the same as going from Swindon, but the rail and car park charge is so much less that, even allowing for a mileage charge at HMRC rates, I can still do the run for about £35 less that by rail from  Swindon.

Another option is to drive to Basingstoke. The extra mileage cancels out the slightly cheaper rail fare making it on a par with the run to Reading, but the traffic is easier and the cross country drive via my home town of Newbury is pleasant. The trains take me into Waterloo, so it is an easy walk from there to London Bridge, or across the river into central London if I’m going to, say, the IoD or Whitehall.

So I favour this hybrid journey of road and rail combined. Certainly it is less effective in terms of my green leanings, but it provides me with a cheaper and less stressful journey and, for the part I do in the car, is far more comfortable. Trains these days I find appallingly uncomfortable, and yes, I do understand that my size has something to do with that, but, whilst I accept responsibility for my girth, I can’t do a lot about my skeletal height and width. Train seating these days is clearly designed for dwarves and midgets and the lack of anywhere decent to park my carcass takes a lot of the pleasure away from what used to be a treat.

I loved taking the train, especially in the 80’s when I travelled around a lot of the UK by British Rail. And also trains in Denmark, Germany, France and the USA.

Even in my various spells of commuting into the City during the 60s into the 80s there was a bit more space and the seats were tall enough for me to have somewhere to rest my head, but then some idiot design team came in and refurbished all the carriages with small seats, plastic and strip lighting and the world of rail travel went on a downward spiral for me.

Now we have these ultra modern trains with their garish and lurid colour schemes that offer a period of torture rather than the pleasures of old. Yes, they are usually clean and reliable, but are they what we need to attract people onto public transport, especially given the, often extortionate, cost?

Such is progress.

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there’s a gunman! – another day on the facilities front line


The clatter of the helicopter blasted through the room, the windows wide open to seek respite from the sticky heat of early afternoon allowing the sound to penetrate what had been another quiet session in the office for our facilities management team.

Ten feet away Phil, my maintenance manager had picked up the phone and was crouched forward over his desk, one hand clamped to his ear as he tried to listen. He was duty manager that day, as evidenced by the words emblazoned on the hi-vis waistcoat slipped over the back of his chair. This was our HQ from which we ran 27 sites across the UK of which this was by far the largest with a perimeter of almost 2 kilometres.

Phil banged down the phone and motioned me out into the corridor. There we could talk. “It’s the police chopper” he told me, “they’ve had a report of a gunman”.

This was a few days after the Columbine murders in the US, and the memories of Hungerford, just up the road, were still very fresh for most of us. “The incident team are on their way” he said, and the sirens were audible in amongst the helicopter noise.

We grabbed our radios and Phil went to the main gate to meet the police and I went to reception to use the tannoy. We had around 1300 people on the site with over an hour before any workers were due to be finishing for the day, but there would be the inevitable delivery vehicles and visitors who might want to get on or off site to be dealt with and we had a well oiled process to put in place.

Having briefed heads of departments to keep people inside and away from windows as best as we could I went out to meet Phil and get the story. A passing motorist, reckoned to be a reliable witness by the police, had called in from his car phone to say that he had seen a youngish male in camouflage trousers kneeling and pointing a handgun at a pedestrian exit gate down at the south west corner of the site.

The police had the situation in hand with armed response units, dog handlers and others dealing with the situation outside of our perimeter. The helicopter had thermal imaging gear and was still cruising low over the site.

I left Phil to work with our security team to monitor the situation and liaise with the police. If we were dealing with a handgun we were fairly safe indoors because of the distances. Our only weak spot was the main exit which was an automatic barrier, but there was some cover for a potential gunman and a risk that an employee might decide to sneak out early. I laugh about it now, but I put on as many layers of clothes as I could and made my way down to the gate to make sure no-one tried to leave.

After an hour we were stood down with no gunman found, but it could have been real; we had had violent domestic disputes before including someone wielding a knife to deal with.

The moral? A well drilled facilities management team working professionally with the police handled something a bit out of the ordinary. These things come out of ordinary days at the office. Leadership and teamwork, knowing your processes and systems, mean you handle the mundane day to day stuff at the top of your game and allow your people to handle such extraordinary occasions with aplomb. Just another day at the office.

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working from home – my 10 tips

February 1, 2010 2 comments

I first worked from home in the early 1980s and I’ve now been doing it full time for 8 years. My ten top tips for survival are:

1 – Have a timetable. I’m an early riser, and usually working around 0600. I make a point of going no later that 0800 before getting upstairs for a shave, shower and get some clothes on; at least smart casual – going native is not clever. If you’re smart and looking ready for work, you’ll think like work: Behave like a slob and it’ll show in your work,

2 – Schedule your day in whatever way works for you, but take breaks. I don’t do more that 90 minutes on the computer without stopping to do something different. A brisk walk round the block a couple of times a day is good. It gets the blood flowing and that gets oxygen into the brain. Other 15 minute distractions I’ll use include time  in the garden doing a little weeding or pruning or to do some prep work on tonight’s dinner.

3 – Set yourself deadlines and monitor progress. Plan to get x number of calls made, write x hundred words or to finish certain tasks (or make a start on them). Use a desk diary or put it on Outlook or your phone or whatever, but do have a plan for the day/week/month.

4 – It’s easy to forget to eat and drink properly and neither omission will do you any good. Avoid too much caffeine, and eat sensible foods. One way of taking a break I use is to prepare a decent lunch. I take my food break at the dining table as well, sat up properly to aid digestion. Always aim to take your refreshment breaks at regular times.

5 – Try to have a working area set up in the home so that you do, if effect, go to the office and leave the office. It is an important psychological break point. If you don’t have a separate area and have to use the couch or the dining table then have a couple of stacking crates that you keep your files and working stuff in so that you can pack away and put the boxes in the corner. You have to maintain separate home and office regimes.

6 – One of my cyber pals talks about life – work harmony. He doesn’t like the term Balance in this context and I think that he’s right. It is more about harmony in your life and ensuring that you, and the other people in your life, feel good about your lifestyle.

7 – Replace those water cooler moments with some other form of business contact. For me that’s a business club. What you need is a couple of hours every couple of weeks where you can relax and chat with fellow business people from a variety of functions. If there are presentations you’ll learn from them and get the chance to do your own which practices another skill.

8 – Don’t feel guilty about time shifting your hours. If you want to use daylight or weekdays for something personal, as long as you hit your deadlines, do it, but try to make the time in advance by putting the evening or weekend hours in first: It’s hard to play catch up.

9 – Stay safe: Take care with cables and extension leads even if you are the only one home.  Keep information and equipment secure, and do your back ups. It’s your office.

10 – Have fun – otherwise there’s no point.

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The Principles of Warehouse Design 3rd edition


I was honoured to be invited to contribute 2 chapters to this latest edition and am pleased to confirm that the launch has been announced for 10 March 2010. More news will be on the web site of the Chartered Institute of Logistics & Transport (CILT) and I’ll update this blog and my own web sites as the timing and venue are confirmed.

Congratulations to Peter and his team for their efforts in pulling the project together.

monday musing on sunday?


Tomorrow (Jan 25) will see my eleventh Monday Musing post and I’m quite proud of that. The original idea was that I would sit down on a Monday and write something, but work looked like it would interfere so I began to write in advance and set up scheduled publishing. Tomorrows was written today, and is the first of a different challenge.

When I began these weekly blogs (as opposed to the random postings that crop up here) it was in response to a suggestion from I guy I met at the airport lounge in JFK earlier last year. He gave me some good advice on social networks generally and which I’ve followed up on since, but it was he who suggested that I write weekly and to use a general thread, in my case teambuilding and leadership.

My new challenge is to write to a consistant length of 600 words (tomorrow’s is 599). This has come from a friend who is a former journalist and we have a bet of lunch riding on it. I have to deliver 600 words (plus or minus 10) for the next 6 weeks. If I can she is paying, if not it’s down to me.

So I shall try. I follow a number of columists and admire their ability to punch out their daily or weekly thoughts, so now it is my turn to try and emulate them. This entry doesn’t count by the way, it is the Monday morning entries that payment for our lunch will hinge on. I’m looking forward to trying.

thought for today


My successes have shaped me, but my failures made me.

Always a pleasure, but also a challenge


Just back from a hectic series of sessions with a delegation from Jordan. Working with people from other nations and cultures is always a pleasure; you can learn so much, often through just having to rethink what you want to communicate so as to say it in words that your audience can truly understand and put into a context that works for them. So also a challenge on several levels.

I also have a huge admiration for those who are working in a second language. I’ve done it myself in France and Germany in particular and understand just how mentally draining it can be, so my hat is off to my new friends for their stamina over the 3 days of the training course that we helped put on for them at the British Council.