At last some good customer service

On Thursday night I flew into T5 Heathrow after a long and tiring business trip. I’d paid extra for my meet and greet car parking service so you can imagine my dismay at hearing that I had to wait an hour for my car to be delivered! This was in stark contrast to my recent … Continued

PM – it is really the what and the how

Although I’m not an advocate of ‘paying’ for the demonstration of particular behaviours or competencies without a commensurate contribution or output, research suggests that employees deliver more consistent results when you emphasise the “how” as well as the “what” . Chris Edmonds brought this to light in research he featured in his Cool Culture blog: … Continued

From Jim Collins’s new book – a different Hertzberg?

Factors that serve to demotivate employees are stronger than those that motivate them. For decades, “good” managers have concerned themselves with how to motivate employees – how to encourage their employees to give their best. New research from Jim Collins, co-author of Good to Great and Great by Choice, offers a new perspective (from the … Continued

Weather Experience

Comment on Drayton Bird’s blog: Did I ever tell you about the time I was asked to join a BBC committee all about the future? It was all about predicting what was going to happen in the 21st century. Total wankfest, as you’d imagine. One meeting was enough. What a shame they’re increasing the TBQ … Continued

Leadership Lessons from Grey’s Anatomy

Thanks to Erin Duggins for this… In a recent showing of Grey’s Anatomy, there was a prevalent theme regarding leadership, and to what degree those with the best technical capabilities can rise to the occasion and make the best leaders. The Grey’s Anatomy writers used a fictional “Gunther” exercise to exemplify this leadership theme. The … Continued

Do Teddies Have a Place in the Boardroom

By Lucy Kellaway from the FT Last week I gave a talk to an audience of four dozen colleagues plus two teddy bears and a rabbit with one eye. The subject was: Who reads the Financial Times? And my thesis was that our readers are odder than you’d think. We now know, following the storming … Continued