My friend Janardhanan Kannan (JK) from Bangalore asked me if he can post this on my Simplicity Blog and as always it is a great pleasure for me to do that.
What is Simplicity??......................in simple words .... by JK
Peace is Simplicity.Happiness is Simplicity. Simplicity is beauty.Loving and Caring is Simplicity
Choose a day as your "Day of Simplicity."
Speak little, and listen with attention.......i.e simplicity
Do something incognito and nice for a person you are close to. i.e.simplicity.
Eat simple and natural food. i.e simplicity
Create time periods for not doing anything – just walk, look around, live the moment........simply....i.e simplicity
Have your mind open to a more profound and silent sensitivity.i.e simplicity
Appreciate each scene and each person as they are. In the evening, write down your discoveries.
Observe the state of your mind. i.e.simplicity
Simplify your needs and wants and thereby simplify your living.i.e. simplicity.
And be a part of "Simplicity blog" of my friend Trevor Gay and continue to associate with the Blog.
Sunday, October 02, 2011
Friday, July 15, 2011
Customer Service alive and well
Just when I think exceptional customer service (ECS) is dead from the neck upwards – despite the fact I teach it – I am sometimes positively impressed by fabulous, though small, practical examples of ECS shown by front line staff working on their own initiative.
Yesterday I drove my car into Nationwide Tyres in Coventry because I had a flat tyre. I’d managed to get enough air in the tyre to drive to my local Nationwide Tyres about a mile from home.
The young tyre fitter who dealt with my enquiry removed the offending wheel and spent around 20 minutes trying to find the air leak. Despite his best efforts he failed to find any problem with the tyre. So he inflated the tyre to 32 psi and said I could go back later in the day and he would check it just to discover whether or not there was a puncture. I dutifully arrived back at Nationwide Tyres some 5 hours later and he tested the pressure finding it had not reduced. Whilst at it he looked and tested all four tyres.
All in all he probably spent 45 minutes on my problem in my two visits.
I asked him how much I owed him, expecting a minimum charge of maybe £30. The young man shrugged and said;
‘It’s ok mate – I’ve done nothing’
I happily gave him £10 and told him to get himself a drink.
“I’ve done nothing” … And yet he did an awful lot for his own reputation and for the reputation of his company.
How amazing it is that people at the front line know so much more about real customer care than managers far removed from the front line.
This tyre fitter made a positive impression on me and I now have a positive impression of his company. I firmly believe it was intuitive and not taught – he was just good at looking after his customer.
Yesterday I drove my car into Nationwide Tyres in Coventry because I had a flat tyre. I’d managed to get enough air in the tyre to drive to my local Nationwide Tyres about a mile from home.
The young tyre fitter who dealt with my enquiry removed the offending wheel and spent around 20 minutes trying to find the air leak. Despite his best efforts he failed to find any problem with the tyre. So he inflated the tyre to 32 psi and said I could go back later in the day and he would check it just to discover whether or not there was a puncture. I dutifully arrived back at Nationwide Tyres some 5 hours later and he tested the pressure finding it had not reduced. Whilst at it he looked and tested all four tyres.
All in all he probably spent 45 minutes on my problem in my two visits.
I asked him how much I owed him, expecting a minimum charge of maybe £30. The young man shrugged and said;
‘It’s ok mate – I’ve done nothing’
I happily gave him £10 and told him to get himself a drink.
“I’ve done nothing” … And yet he did an awful lot for his own reputation and for the reputation of his company.
How amazing it is that people at the front line know so much more about real customer care than managers far removed from the front line.
This tyre fitter made a positive impression on me and I now have a positive impression of his company. I firmly believe it was intuitive and not taught – he was just good at looking after his customer.
Wednesday, June 01, 2011
School of Couriosity!
Take a look at the new School of Curiosity Blog of my friend and Social Entrepreneur Malcolm McClean.
Malcolm makes things happen rather than waiting for things to come his way.
He has loads of creative ideas about work and innovation and all are rooted in common sense, pragmatism and simplicity.
I have a feeling Malcolm’s new blog will be as successful as his Bearhunt project and his Its a Goal project
Watch out for Malcolm’s name and get in touch with him if you want to change things and be part of projects aimed at improving people’s lives.
Good luck Malcolm and keep rattling cages!
Malcolm makes things happen rather than waiting for things to come his way.
He has loads of creative ideas about work and innovation and all are rooted in common sense, pragmatism and simplicity.
I have a feeling Malcolm’s new blog will be as successful as his Bearhunt project and his Its a Goal project
Watch out for Malcolm’s name and get in touch with him if you want to change things and be part of projects aimed at improving people’s lives.
Good luck Malcolm and keep rattling cages!
Sunday, May 15, 2011
Title number 19 .... United are the greatest!
It was so popular they’ve created a special motorway sign on the M6 to commemorate the occasion!
Eat your heart out Liverpool FC
Happy Days!
Wednesday, April 27, 2011
Tacit Knowledge - how to use it?
My mentor Ken and I have been exchanging email thoughts about TACIT KNOWLEDGE. We'd love to hear your ideas about how tacit knowledge can be effectively captured and used.
My understanding of tacit knowledge is knowledge that is difficult to write down or express. It’s kind of intangible and difficult to pass on because it’s so difficult to ‘get hold of.’ I suppose an example might be how some people can play the piano by ear rather than by learning from formal piano lessons. Another example might be a footballer (George Best, Pele or Maradona as examples) who does things that can’t be taught on the training pitch and are not learned through coaching. It’s just part of the person – it therefore makes it virtually impossible to pass on or teach.I love the idea that if we could understand it more and ‘bottle it’ we could use it as a force for good. So ..... Simplicity Blog reader ...... What’s your take on it?
My understanding of tacit knowledge is knowledge that is difficult to write down or express. It’s kind of intangible and difficult to pass on because it’s so difficult to ‘get hold of.’ I suppose an example might be how some people can play the piano by ear rather than by learning from formal piano lessons. Another example might be a footballer (George Best, Pele or Maradona as examples) who does things that can’t be taught on the training pitch and are not learned through coaching. It’s just part of the person – it therefore makes it virtually impossible to pass on or teach.I love the idea that if we could understand it more and ‘bottle it’ we could use it as a force for good. So ..... Simplicity Blog reader ...... What’s your take on it?
Tuesday, April 19, 2011
Finding Why
The world of business is changing. There is a growing trend toward more honesty, more generosity, more just plain human behaviour. My mad friend (his words not mine) Joel D Canfield would like to lead the charge toward something totally different. Today, he's shifting his focus from his various businesses to a philosophy he thinks will change the world.
Joel says:
"Too many people spend life stuck, going through the motions; believing they know what to do and how to do it, but never really clear on why. Finding 'why' makes 'what' and 'how' become clear. I want to help folks who are stuck being what the world expected to find their why, to find meaning and joy in life, and show the world who they really are."
Visit his new website http://FindingWhy.com/
As expected, there's honesty, generosity, just plain human-ness. 10,000 words already written and hundreds of thousands to come. Free downloads. Room for conversation. A little insanity.
Joel's putting out the welcome mat right now.
Joel says:
"Too many people spend life stuck, going through the motions; believing they know what to do and how to do it, but never really clear on why. Finding 'why' makes 'what' and 'how' become clear. I want to help folks who are stuck being what the world expected to find their why, to find meaning and joy in life, and show the world who they really are."
Visit his new website http://FindingWhy.com/
As expected, there's honesty, generosity, just plain human-ness. 10,000 words already written and hundreds of thousands to come. Free downloads. Room for conversation. A little insanity.
Joel's putting out the welcome mat right now.
Saturday, April 09, 2011
Managers and Leaders
I am honoured that my friend JK from Bangalore, India has given me this piece of wisdom to post on my Simplicty Blog - thank you JK.
========================================
Please Read & amp; understand the contrast between the Managers and Leaders and then decide for yourself what would "YOU LIKE TO BE"?????
Managers. Leaders.
---------------------------------------------------------------------------
Says "Go" Says "Let us Go"
Production oriented. People oriented.
Delegates Responsibilities. Maintains Develops.
Shows who is wrong. Shows What is Wrong.
Administers. Innovates.
A Copy The Original.
Asks "How" Asks "Why" & "What".
Drives Team Members. Trains Team Members.
Imitates. Originates.
Accepts the Status-Quo. Challenges the Status-Quo.
Short Term Results. Long Term Vision.
Plans & Budgets. Change & Risks.
Standards. Values.
Can be appointed. Should be accepted.
Talks a lot. Listens a lot.
Tells. Asks.
Presumes. Explores.
Seeks control. Seeks commitment.
Orders. Challenges.
Works on. Works with
Positional Power. Personal Power.
Keeps distant. Makes contact.
Says what to do. Shows how to do.
Demands respect. Commands respect.
Works in the system. Works on the system.
Gets the best out of the resources. Organises the best resources.
System centric. People centric.
Professional (IQ). Emotional (IQ).
Directional. Inspirational.
Systematic. Charismatic.
Have schemes. Have dreams.
Says "Some thing must be done". Says "I must do some thing."
Doing things Right. Doing right things.
Moretransactional. More transcendental.
Creates Fear. Creates Confidence.
Creates resentment. Breeds Enthusiasm.
Says "I" Says "We"
Fixes blame. Fixes mistakes.
Knows "How" Shows "How"
Drives. Leads.
Has Employees. Has Followers.
People need Managers. People long for Leaders.
And.......................................................................
The Ultimate Leader says.......
"I did it".........whenever some thing go haywire.......says......
"We did it"......whenever something is semi good and says........
"You did it":....whenever everything go Right.
========================================
Please Read & amp; understand the contrast between the Managers and Leaders and then decide for yourself what would "YOU LIKE TO BE"?????
Managers. Leaders.
---------------------------------------------------------------------------
Says "Go" Says "Let us Go"
Production oriented. People oriented.
Delegates Responsibilities. Maintains Develops.
Shows who is wrong. Shows What is Wrong.
Administers. Innovates.
A Copy The Original.
Asks "How" Asks "Why" & "What".
Drives Team Members. Trains Team Members.
Imitates. Originates.
Accepts the Status-Quo. Challenges the Status-Quo.
Short Term Results. Long Term Vision.
Plans & Budgets. Change & Risks.
Standards. Values.
Can be appointed. Should be accepted.
Talks a lot. Listens a lot.
Tells. Asks.
Presumes. Explores.
Seeks control. Seeks commitment.
Orders. Challenges.
Works on. Works with
Positional Power. Personal Power.
Keeps distant. Makes contact.
Says what to do. Shows how to do.
Demands respect. Commands respect.
Works in the system. Works on the system.
Gets the best out of the resources. Organises the best resources.
System centric. People centric.
Professional (IQ). Emotional (IQ).
Directional. Inspirational.
Systematic. Charismatic.
Have schemes. Have dreams.
Says "Some thing must be done". Says "I must do some thing."
Doing things Right. Doing right things.
Moretransactional. More transcendental.
Creates Fear. Creates Confidence.
Creates resentment. Breeds Enthusiasm.
Says "I" Says "We"
Fixes blame. Fixes mistakes.
Knows "How" Shows "How"
Drives. Leads.
Has Employees. Has Followers.
People need Managers. People long for Leaders.
And.......................................................................
The Ultimate Leader says.......
"I did it".........whenever some thing go haywire.......says......
"We did it"......whenever something is semi good and says........
"You did it":....whenever everything go Right.
Sunday, April 03, 2011
Sir Alex - Genius and gentleman ....
Below is a list of trophies won by Sir Alex Ferguson as Manager of Manchester United Football Club in the last 21 years since 1990. Premier League (11): 1992–93, 1993–94, 1995–96, 1996–97, 1998–99, 1999–2000, 2000–01, 2002–03, 2006–07, 2007–08, 2008–09
FA Cup (5): 1989–90, 1993–94, 1995–96, 1998–99, 2003–04 League Cup (4): 1991–92, 2005–06, 2008–09, 2009–10 FA Charity/Community Shield (9): 1990, 1993, 1994, 1996, 1997, 2003, 2007, 2008, 2010
UEFA Champions League (2): 1998–99, 2007–08
UEFA Cup Winners' Cup (1): 1990–91
UEFA Super Cup (1): 1991
Intercontinental Cup (1): 1999
FIFA Club World Cup (1): 2008
That is an amazing 35 Major trophies won in 21 years and ….. With a little luck 2 more to add to that list in a few weeks’ time!
Quite simply there has never been a more successful football manager in the long and distinguished history of British football. I suggest there has never been a more successful manager anywhere in world football.
When business authors look for successful people to use as examples of how management and leadership can be perfected I suggest they take a look at Sir Alex rather than the usual suspects from the traditional, boring, stuffy world of business.
I’ve been lucky enough to communicate directly three times in my life with Sir Alex and on each of those three occasions I found him to be a wonderful man who made me feel special. There was no pretentiousness or self-importance we see in some high profile people. Quite the opposite in fact, Sir Alex was genuine, humble, obliging and very kind.
Sir Alex is now approaching 70 years old and has been in charge at Old Trafford, home of my beloved Manchester United since 1986 and shows no signs of losing his competitiveness.
Long may Sir Alex reign at the Theatre of Dreams.
Wednesday, March 30, 2011
What might have been if .....
Ever have mad moments of thinking about what might have been? After a Twitter exchange with my friend Tom Asacker from the US this evening I got to thinking about what might have been if UK Business Schools had as their leaders for the last 30 years, people like Sir Richard Branson and the late great Dame Anita Roddick. These two cage rattling, rebellious, unconventional business icons are - I suggest - the greatest entrepreneurs by a million miles that the UK has seen in the last 50 years. One thing they have in common is the complete lack of traditional or formal management training. I for one would love to have attended the fictitious “Virgin Business School” or “The Body Shop Business School” safe in the knowledge that the person leading and pulling the strings was Branson or Roddick. Instead we persist in a traditional UK model of teaching management from a formal, institutional and stuffy perspective rooted in past times as if it were the Holy Grail …. And then we wonder why the UK is no longer a leader in ANYTHING to do with management or leadership on the world stage; whilst younger, less traditional and less stuffy academic institutions elsewhere in the world innovate and lead. As someone once said ….. “If you always do what you always did you'll always get what you always got.”
Saturday, March 26, 2011
Einstein on Capitalism and Socialism
Albert Einstein of course was not commenting on Britain in 2011 but he could have been. This was the great man writing in his book “Why Socialism?” in 1949 just 6 years from the end of his illustrious and iconic life. Here is Einstein’s argument against what he calls the grave evils of Capitalism: “I am convinced there is only one way to eliminate these grave evils [capitalism], namely through the establishment of a socialist economy, accompanied by an educational system which would be oriented toward social goals. In such an economy, the means of production are owned by society itself and are utilized in a planned fashion. A planned economy, which adjusts production to the needs of the community, would distribute the work to be done among all those able to work and would guarantee a livelihood to every man, woman, and child. The education of the individual, in addition to promoting his own innate abilities, would attempt to develop in him a sense of responsibility for his fellow men in place of the glorification of power and success in our present society.” Thanks - I’m with you Albert!
Thursday, March 24, 2011
Reflections from a mentor
In one of my regular e mail discussions with one of my greatest mentors he gave me a wonderful insight about how people can be abused in the modern world of management. I have his permission to reproduce his comments on my Simplicity Blog and for me it is an absolute honour. I have learned a lot from this man – his opinions are ALWAYS worth listening to.
Here goes – By the way I’ve changed names and initials to protect identities:
“I've just had a very sad conversation with Jane. She, just like you and I were in those far off days before regime change, is absolutely passionate about this place and getting it right for the patient.
It looks very much as if she is being side-lined and seconded to some non-post.
Ever since JC left and successor appointed, this organisation has been slipping backwards to the behaviour and ethics that prevailed in the short fat bloke's reign that you and I remember so well - nothing so overt or aggressive just insidious undermining dishonesty/uncertainty/lack of trust. Jane is not the first that it has happened to and no doubt won't be the last.
It got me thinking about how much we take our cues from our leaders and the impact, either direct or by implication they have on our work no matter how diligent we are.
Jane was postulating about what she actually achieved and might it be better, or at least no worse, should she not be around. But like any leader I tried to reassure her that she sets the tone; its intangible, its unwritten, unquantifiable. An organisation reflects its leader's behaviour, standards, pace and direction.
JC, for all his faults, brought a different and more agreeable feel to this organisation after the short fat bloke was ousted. I don't really have to tell you that. Just wanted a rant at the injustice of it but again, as I've told Shelly, you and I both ended up in a far better place.”
Thank you Mr Mentor!
Here goes – By the way I’ve changed names and initials to protect identities:
“I've just had a very sad conversation with Jane. She, just like you and I were in those far off days before regime change, is absolutely passionate about this place and getting it right for the patient.
It looks very much as if she is being side-lined and seconded to some non-post.
Ever since JC left and successor appointed, this organisation has been slipping backwards to the behaviour and ethics that prevailed in the short fat bloke's reign that you and I remember so well - nothing so overt or aggressive just insidious undermining dishonesty/uncertainty/lack of trust. Jane is not the first that it has happened to and no doubt won't be the last.
It got me thinking about how much we take our cues from our leaders and the impact, either direct or by implication they have on our work no matter how diligent we are.
Jane was postulating about what she actually achieved and might it be better, or at least no worse, should she not be around. But like any leader I tried to reassure her that she sets the tone; its intangible, its unwritten, unquantifiable. An organisation reflects its leader's behaviour, standards, pace and direction.
JC, for all his faults, brought a different and more agreeable feel to this organisation after the short fat bloke was ousted. I don't really have to tell you that. Just wanted a rant at the injustice of it but again, as I've told Shelly, you and I both ended up in a far better place.”
Thank you Mr Mentor!
Wednesday, March 23, 2011
An oasis of tranquility
A positive comment from a person new to Simplicity Blog always re-energises me to write some more …… so thanks a lot Ralph!
Some of my rants are blunt and fired straight from the hip without too much thought but I want to share a calmer, more reflective few words.
Today Annie and I performed a 6 minute drama sketch to a group of older folks in a residential home for people with dementia.
It was just magical and an absolute delight to be a small part of.
When we arrived the folks were talking, seemingly across each other, some were wandering around apparently aimlessly and confused. It was pretty clear some of these mature men and women are in the advanced stage of dementia.
AND YET ……..
During our very simple bit of drama there was just a fantastic 30 to 60 second ‘window’ when one could have heard a pin drop …. Such was the attention given to us by our audience. They were totally with us and engaged.
I just don’t have the vocabulary to describe in words what a kick that gave us both. It was as if they found an oasis of reality, solitude and tranquillity in their seemingly, chaotically ordered lives.
It made me ..... yet again ..... realise that generalisations about illness or condition are completely unhelpful and totally unfair. We have to look at individual circumstances and rest assured there can always be great joy, hope and understanding ..... however difficult that may appear at first glance.
Some of my rants are blunt and fired straight from the hip without too much thought but I want to share a calmer, more reflective few words.
Today Annie and I performed a 6 minute drama sketch to a group of older folks in a residential home for people with dementia.
It was just magical and an absolute delight to be a small part of.
When we arrived the folks were talking, seemingly across each other, some were wandering around apparently aimlessly and confused. It was pretty clear some of these mature men and women are in the advanced stage of dementia.
AND YET ……..
During our very simple bit of drama there was just a fantastic 30 to 60 second ‘window’ when one could have heard a pin drop …. Such was the attention given to us by our audience. They were totally with us and engaged.
I just don’t have the vocabulary to describe in words what a kick that gave us both. It was as if they found an oasis of reality, solitude and tranquillity in their seemingly, chaotically ordered lives.
It made me ..... yet again ..... realise that generalisations about illness or condition are completely unhelpful and totally unfair. We have to look at individual circumstances and rest assured there can always be great joy, hope and understanding ..... however difficult that may appear at first glance.
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