The joy of being appreciated

Regular readers of my Simplicity Blog will remember a few weeks ago I posted my thoughts on the Pain of Learning. This was about some poor feedback we had after one of our Trust Me I’m a Patient workshops.

This morning in my email inbox came this from the person who commissioned our latest Trust Me I’m a Patient workshop yesterday morning.

‘Thanks so much for such a fun and useful workshop. I had a great time and am really pleased it went so well. The few people on my floor that also attended were still buzzing when they got back – it was the talk of the office for the afternoon! Feedback was fantastic and it was wonderful to see everyone engaging and having fun’.

So my posting today is not about the pain of learning but about the joy of being appreciated.

Say 'thank you' to someone today - they will enjoy the feeling - you might just make their day. And I suspect you will feel good for doing it

William Wilberforce - A 'fanatic' who changed the world for the better

I’m sure the word ‘fanatic’ sparks different emotions for all of us.

‘Fanatic’ can be a description of an extremist, even a dangerous person … or not

William Wilberforce, the famous Member of Parliament (MP) was described recently by the Archbishop of Canterbury as the greatest Englishman of the last millennium.

As a Christian and an MP, William Wilberforce led the battle, for 20 years, to abolish the British Slave Trade. He was hated by many because slavery was big business and people ‘in the business’ were strongly against abolition because their livelihood would be threatened.

Nevertheless Wilberforce remained single minded and determined mainly because of his faith in God. Despite numerous defeats of his Bills to abolish the Slave Trade in the House of Commons he persevered.

Eventually the British Slave Trade was abolished in 1807. Wilberforce carried on for another 27 years leading the battle for slavery itself to be abolished. Three days after the abolition of slavery Wilberforce died.

He had battled for almost 50 years to rid the world of this appalling testimony in the history of mankind.

At the height of his battles Wilberforce was described as a ‘fanatic’ by his many opponents. In a speech to the House of Commons, William Wilberforce said;

“If to be feeling alive to all sufferings of my fellow creatures and to be warmed with the desire of relieving their distress, is to be a fanatic, I am one of the most incurable fanatics ever permitted to be at large.”

What fabulous words from an incredible man.

Front liners know best yet again!

I think it is timely for me to say I feel honoured to have so many fabulous readers who make outstanding comments to Simplicity Blog. Thank you all so much.

Among many comments on my Simplicity posting on Wednesday this week, my friend John O'Leary said this:

“I was working with frontline workers to redesign workflow in an Ontario sawmill. When we solicited cost-saving suggestions from one worker and learned of a simple and quick fix that would save the operation millions of dollars, we asked him why he didn't mention it before. He replied, "I did 10 years ago, but my supervisor told me to just stick to my job, so I did."

Everyone who reads my Blog, my articles or my books will know I have a passion for enabling front line workers to just get on with the job with no interference. I also call for the obliteration of petty, silly rules and the 'control' attitude of some managers.

John's powerful comment reminded me of one of my favourite quotes from the great management guru – perhaps THE greatest – the late Peter Drucker who said;

“Ninety percent of what we call ‘management’ consists of making it difficult for people to get things done.”

Sums up the supervisor in John’s story perfectly wouldn’t you say?

Amen to Mr Drucker's words and thanks again to John – I just had to make a special posting of this one!

Free Speaking Advice from the Top Man

With Tom in May 2006 in London

If you want some fantastic FREE advice about the art of speaking from one of the world's leading speakers on business then go to Tom Peters at this link. Tom has a phenomenal record of speeches to millions of people all over the world over the last 30 years.

I was fortunate enough to attend a Tom Peters Seminar in May 2006 in London. Tom spoke for 6 hours in four 90 minute slots. It was a brilliant experience.

If you were to ‘buy’ professional advice on public speaking you would pay a fortune.

In this half hour interview Tom provides many nuggets of advice. The highlight for me is when Tom talks about the power of stories – Amen to that Tom. In fact my book ‘I Wanna Tell You a Story’ is a collection of 16 leadership stories. It has always been my belief that story telling is the most under used skill in any manager’s repertoire.

I hope you find time to enjoy listening to the great man in conversation.

Children - our greatest gift.

I’ll be resting from Blogging for a couple of days.

I am passionate about the exchanges I have through Blogging both here and on Tom Peters Blog. I learn so much from the interactions I have with so many terrific people all over the world through Blogging.

At 55 years of age I love my work more than ever and I feel young enough to to carry on working for a few more decades yet just like my heroes Sir Alex Ferguson, Tony Benn and George Giarchi.

Work is good for me.

HOWEVER .......

Nothing can be more important than encouraging our children and grandchildren.

Today Annie and I look forward to a trip to see my two Grandsons Sebastian (right) and Reece (left) pictured above.

We are all blessed with many gifts from God. The opportunity and the ability to work is one gift that I cherish but the greatest gifts are people.

I am blessed to have the beautiful gift of Annie as my wife. I am blessed to have 3 terrific children who are gifts that make me very proud. These two wonderful grandsons are very special gifts who have both already made a huge impact on my world.

I will return to Blogging on Saturday.

Enthusiasm Rules OK!

As a 'mature adult' I have to say I get more than irritated when youngsters are criticised. I am very optimistic about my future being in the hands of the young people of today.

How fabulous it is when we see a youngster with real passion to make a difference. Yesterday Annie and I met such a youngster working in the National Health Service.

She is only 23 and it is just so obvious from her whole demeanour that she really wants to make a difference for her patients in the caring role she fulfils in the National Health Service.

She works with some very challenging clients and yet she approaches her job with such brilliant enthusiasm and optimism. I pray that she never loses those qualities and I just hope ‘the system’ does not beat that innocence out of her and wear her down. We simply cannot afford to lose people like this.

We need people like this young woman more than ever before in management and leadership positions because it seems to me there are far too many people either burned out, tired or demotivated .... or worse still .... all three!

You're NEVER too old!

When I was 16 years old and just starting out on my career in healthcare I thought anyone who had reached 30 was pretty old; people of 40 were well past it and their ambition must have gone; if they were 50 they were old and looking forward to retirement therefore they were slowing down; anyone beyond 60 and still working was ancient, eccentric and needed to be pushed out.

Although now I feel pretty awful about it, those very discriminatory statements were fairly typical of me and my fellow teenagers.

HOW MY OPINIONS HAVE CHANGED!

Most of you will jump to the obvious conclusion that as I am now in my 55th year ‘He would say that wouldn’t he?’

You are right - Of course I have a personal interest in saying that people of my generation are ‘younger’ (emotionally if not chronologically) than when I was 16,

BUT

I genuinely believe they (we) are!!

I see absolutely no reason why I cannot be working productively and enthusiastically for many years to come. OK, I will probably be more selective about what work I actually do but I see no reason to suppose I won’t have the energy and mindset to try and make a difference in business, leadership and management well into my 70’s.

People who have worked in management positions for a few years offer terrific experience.

BUT ONE MYTH I WOULD LIKE TO DISPEL IS THAT EXPERIENCE NECESSARILY EQUALS KNOWLEDGE OR COMPETENCE.

I think as we get older we must resist the temptation to rest on our laurels, because we have been round the block a few times, and simply say – ‘We have experience to offer’

Experience is not enough.

In addition we have to offer passion, enthusiasm, optimism, integrity, leadership and role-model behaviour. We also still need to retain within us a small bit of that rebellious teenager who wants to make a difference.

I love the quote generously given to me by one of my heroes 82 years young, Tony Benn;

“Having left Parliament to devote more time to politics I am free: Lots of experience and no personal ambition. I can't wait for April 3 2025 when I shall have completed my first hundred years and a new century of work begins” - Tony Benn

I’ll drink to that Tony!

By the way – The Tony Benn Diaries 2001–2007 that I am currently reading is a wonderful book.

Its title is ‘More Time for Politics’– loads of common sense, simplicity, integrity and passion from an inspiring man.

The book also reveals a lot about Tony Benn, the person, with many honest and intimate expressions of his feelings about his life and his family of which he is justifiably proud.

NO! - It need not be 'just the way it is.'

As a customer one of the most annoying statements I hear is;

‘Sorry nothing I can do - that’s just the way it is’

What it portrays to me is that employees inside organisations have become tired, and lost their passion to challenge a culture that obviously need challenging!

So often I have heard that expression, or a variation of it, when customer expectations have fallen below the standard the customer expected.

If employees in any organisation say that sort of thing, don’t you think it is sad?

In short it means they have ‘given up’ … and I don’t think we should ever give up trying to change cultures that are wrong.

Job Interviews - Useful or Not?

I’ve got myself involved in discussions about the recruitment of the next England football team manager.

One of the outstanding candidates is Martin O’Neill and I read that the reason he did not get the job 15 months ago was because he had a ‘bad’ interview. It got me thinking about how much importance we should or should not place on an interview.

I’ve always taken the view we should recruit for attitude and train for skills which is the opposite of the perceived wisdom in business for the last 200 years. We traditionally look at the CV to check everything looks ok on paper. Then we draw up a shortlist of candidates; we have an interview in front of a panel; then we come to a decision.

Where the CV and qualifications are much the same between candidates the clincher is the interview. I have to ask myself is that really the best way?

I would like to see more emphasis placed on the personality of the candidate and what passion they will bring to the organisation.

Martin O’Neill obviously did not impress at his interview but most football fans know his record is superb and his passion is obvious.

I would ask questions about the qualifications of the interview panel who decided to appoint Steve McLaren ahead of Martin O’Neill. McLaren was a failure and resigned after 15 months. So much for selection based on interview.

We will never know what might have happened had Martin O’Neill been appointed but one thing is certain – if a ‘bad’ interview was the reason he didn’t get the job 15 months ago then please don’t use that same criteria again.

What are your opinions about how to select the best person for a job?

Three years on ... Hard work ... But HAPPY!!

Friday evening … Phew!! … Some time to catch my breath and catch up with Simplicity Blogging!!

What a week so far … but come on … it keeps me awake and as a friend once said 'sleep is over rated.'

Monday – Two hour return train journey to London for 3 hour conference.
Tuesday – Drove 300 mile return journey to Ipswich (rain for whole of both journeys) for 4 hour workshop. Home midnight.
Wednesday - Up at 6 am to catch 7 am train to London for all day workshop home at 7 pm.
Thursday - Up at 6am to drive 200 mile return journey to Cambridge (rain for whole of both journeys) for all day workshop - home at 7 pm.
Friday - Drove 180 mile return journey to see Mum!
Tomorrow (Saturday) - Train journey to London for 4 hour workshop.
Sunday - A rest.
Monday - Delivering 3 hour workshop to 120 health professionals in Nottingham.
Wednesday – Delivering 3 hour customer care workshop in Kent – another 400 mile return drive.

Then it slows down a bit …

This may look like a hectic schedule and I guess it is.

BUT .... compared to going in to the same office everyday in the National Health Service like an automaton for my 9-5 Monday – Friday boring existence, this is just BRILLIANT.

Unless things go pear shaped I never want to have a job of that type again. The thought of ever moving away from my self-employment and freelance independence fills me with dread.

One of the reasons I work hard is to try and make sure I never have to go back to the ‘alleged’ security of a contract of employment. 'Security' can be another word for imprisonment.

Three years into self-employment this feels like hard work but it is so much more rewarding and it is freedom.

I feel like an 'adult' – unlike the 'child' in the restricted, controlling environment of NHS management where I spent 35 years unaware of what freedom at work really means.

Roll on next week! And the Next 50 years! Life is great!

And most of all thank you to my darling Annie for putting up with me this week and keeping me sane (I think).

I promise I'll slow down when I'm 95 honey!

It's all about people for crying out loud!

You won’t be surprised to learn that I believe management is ALL ABOUT PEOPLE.

If we get the 'people thing' right everything else falls into place. If we are not thinking people first in EVERYTHING we do then I think we can pack up and go home.

I am not saying process is not important – of course it is. I would say the mix in the most successful business is one gallon of passion and one pint of process. Most organisations I know have those proportions the wrong way round and then they wonder why there is no innovation and enthusiasm.

I sign up fully to the Tom Peters view that 'soft' is 'hard.'

Any process management is simple – it’s a stroll in the park compared to the really difficult stuff which is always to do with people. How do we coach them to bring out the best in them? How can we help them? How can we get them to buy into our dream?

Two thoughts:

1 I've often been told I am too ‘soft and fluffy’ as a manager.

2 I've been told I am not ‘hard enough’ to be a Chief Executive.

I plead guilty to both charges with great pride. My view has always been if you only have to be ‘hard’ to be a CEO then you are not skilled enough in the really important stuff of coaching people.

Sir Alex - The Guvnor!

Today Sir Alex Ferguson celebrates 21 years as Manager of Manchester United.

There is an article today in The Independent - click here to read it.

I am very biased – I think Sir Alex is the best manager in the history of British football - just count his trophies. The Independent article however gives a more balanced and impartial view than mine of the record of Sir Alex.

I love these extracts;

‘How it is that he acquires years but not age? Why is it that his partiality still burns like some tinder-box canyon in southern California? Can it be true that he still takes offence quicker than a hell-fire preacher in a bawdy house?

Will he ever mellow? Will he ever take off the clothes of a curmudgeon when things do not go quite as well as he likes? No, he will not ….

Ferguson will be 66 on the last day of December. Time to act like a guy who owns a bus pass? Not with Wayne Rooney and Cristiano Ronaldo and the likely lad from Brazil, Anderson, still in the foothills of their careers.

He ignites the game to which he has devoted his life and because he cares so much, and whatever we think of his style, so do we. It means that today the toast is not so much to a unique football manager as the sheer force of life.’

Customers decide if you live or die

In these days of intense competition only the smartest businesses will survive. I’ve been thinking about how businesses retain customers for repeat business.

My view has always been that if you are in touch with customers – in fact if you make customers feel really special - you won’t go far wrong.

There are thousands of management consultants who will charge a lot of money trying to convince you there is a technical, rational, systems answer to all this. I disagree. I have always said (and written) that there is a place for process in businesses but the proportions in my opinion should be a pint of process and a gallon of passion. In my experience many businesses have a gallon of process and a pint of passion – and they then wonder why their business is a not a hotbed of creativity and in touch with front line staff and customers. I say value and trust your front line staff and look after your customers and you will succeed.

These are the stages I recognise in many businesses:

Stage 1 Passion

The owner of the company starts small with a vision to establish the business. There is real passion at this stage because the owner has to work to eat. It will be a struggle to make any money. This is about making your reputation.

Stage 2 Established

The owner sees the business is meeting a need and begins to break even and maybe make some money. More work is generated and the business is becoming established. The owner is still very hands on - driving the business.

Stage 3 Growth

The reputation of the business grows and more work is generated. The owner decides it is time to get some help and staff are recruited to assist. The owner is still heavily involved. The business is becoming profitable.

Stage 4 Expansion

Now things are buzzing and the owner decides that it can expand. Staff recruitment takes off, business is growing and everything looks great. The owner is now slightly more removed from the front line and customers and has people doing ‘all that stuff.

Stage 5 Comfort

The business is now comfortable in terms of profits and growth. The owner now has a monitoring role because the senior management team takes care of the day to day business including customer care.

Stage 6 Complacency

Because things are now ‘comfortable’ complacency sets in. Standards provided to customers that were hugely important in the earlier stages seem to have slipped because the business is now big and less responsive to the changing needs of customers.

Stage 7 Vulnerability

Whilst standards have slipped existing competitors and new businesses have emerged as serious rivals. You have become vulnerable. You start to notice profits are reducing and repeat business is not happening. Your staff are not as happy as they were. The owner is now far removed from the everyday business – and may even be oblivious to what is happening.

Stage 8 Arrogance

The business ignores the obvious and growing competition and refuses to learn from what is happening – a classic case of burying your head in the sand. The need for change is now smacking you between the eyes but refusal to accept the inevitable seems to be the overriding culture.

Stage 9 Death - RIP

This is what happens when we refuse to listen to what our customers are telling us. Customers are our heartbeat and if we do not listen and respond to what our pulse is telling us then the outcome is sadly inevitable. The owner – now completely out of touch – is heard to say ‘What went wrong?’

Summary

I would suggest that being closely in touch with our customers is important throughout all the first 8 stages and arguably more important from stage 5 onwards. Sadly many businesses seem to lose touch with customers once they have become comfortable.

Comments?

Tom Peters in UK

I have been alerted to a new Tom Peters Company Website for the UK element of Tom’s business. This is the link: http://www.tompeters.co.uk/index.htm

I am a long time admirer (about 28 years) of the work of Tom Peters and I had the pleasure of meeting the Tom in person a couple of years ago on one of his all day seminars in London.

I advocate Tom’s ideas in business.

I don’t agree with everything Tom says but most of his teaching is based on cutting out complex (crap) processes, simplicity, common sense and trust in front line staff. I therefore find myself in support of most of what he says and writes.

If you ever get the chance to see Tom speak it is an opportunity not to miss.

Take a look around Tom Peters UK site. I know they are keen to have feedback about it – you can give your feedback to them by e mail team@tompeters.co.uk

'There is a passion in Benn's writing and speaking that far transcends the miserable aspirations of most contemporary politicians' Paul Foot, Guardian

I finally got to meet Tony Benn last night!

What a fabulous man – he spoke without notes for 40 minutes then answered questions for another 45 minutes.

The person who introduced Tony last night said, quoting from one of the reviews of his new book. 'Tony Benn is a player'

I think that is a great description of the man. Many politicans today are 'spectators' and change to suit the latest opinion poll. Paul Foot's description above is also right on the button.

Absolutely brilliant – no hesitation in his speech, no uncertainty of thought, mentally ‘sharp as a tack’ and looking great physically. Not bad for 82 years of age and 51 years as a Labour MP.

Tony retired in 2001 as an MP - as he puts it - ‘to spend more time on politics’

He is now 82 and busier than ever. He is a cult figure to young people who want to see change and he is now regarded as the most loved politician in Britain – he speaks every year at the world famous Glastonbury rock festival to thousands of young people!

He takes part in every anti-war demonstration in the UK and his diary of speaking engagements is full. He regularly appears on our national media outlets both radio and TV. Tony puts many 40 year old men to shame with his energy and passion.

Last night Annie and I went to see him speak at the Birmingham Book Festival - he was guest speaker for the week of the festival. The occasion marked the publication of his latest book – ‘More Time for Politics’ – It is really Tony’s diaries from 2001 to 2007 and I bought a copy. I've read the first few pages and it is riveting stuff, brutally honest and as you would expect from Tony, no punches pulled. I highly recommend it.

This got me thinking …

I have another 27 years before I am 82 – so I now know I have only just started!!

Tony is the best role model I have come across – his skills, talent and experience are only exceeded by his honesty, humility and integrity. If I can be remembered for my honesty, integrity and humility, that will be good enough for me.

At the end of his talk Tony said;

‘Someone asked me the other day what would I like on my tombstone … I thought ... That’s a cheerful question … I thought about it and said … All I want is ‘He encouraged us’

That is awesome and says it all about the man!

Wilberforce - the greatest ever Englishman?

I am currently reading 'William Wilberforce – a biography' by Stephen Tomkins.

The book mainly catalogues Wilberforce’s long battle to abolish the slave trade and then slavery itself.

There were many disappointments and defeats along the way for Wilberforce as the politicians of the day found reasons to defend the slave trade – based purely on financial grounds.

One of the many lessons from the life of Wilberforce is that if you have a vision - never give up on it. It may take a life time to achieve but if your cause is just then it is worth fighting for.

The slave trade was finally abolished 200 years ago in 1807 and the first commons motion Wilberforce put forward was in 1789. It took him 18 years to get a majority in the House of Commons but he never gave up fighting to abolish something he believed was inhumane.

Slavery itself was finally abolished in 1833 and Wilberforce died three days later – a lifetime’s ambition fulfilled.

How many of us give up on our big idea?

Who knows what might have happened had we kept going.

Ricardo Semler proves Simplicity works

If you have 10 minutes to spare I beg you to watch this interview with Ricardo Semler – Chairman of Semco and perhaps the most radically successful business man in the world. Mr Semler turns upside down all traditional management theory and uses common sense and simplicity.

Highlights:

*He believes passionately in front line staff.
*Managers in his company are appointed by the staff and they might have to go through 5 interviews before the staff make up their minds.
*The staff set their own salaries.

And for the cynics about his approach ... just look at the record of his company.

Why can't we have more Semler’s in business?

Screw it Lets Do It

Next week Monday to Friday I am on the road travelling to various parts of England for work. Life feels good and a lot more varied than the ‘old days’ of going into my NHS office – the same environment, day in, day out.

This feels much better and far more interesting … and if nothing else, I am becoming something of a rail travel expert!

Yesterday while I waited for my (ironically enough) Virgin Train at Birmingham New Street Railway Station at 6.30 am I bought Richard Branson's book 'Screw it Let's Do It - Expanded'

I'm only 40 pages in and already completely hooked.

From the first few pages here are some of Sir Richard's words – Simplicity and music to my ears!!

• Most red tape is a tangled mess of utterly useless nonsensical jargon.
• I won’t let silly rules stop me.
• I will find a legal way around rules.
  

On my travels next week I will finish reading the book – if I can resist reading it over the weekend!!!

Lead Well and Prosper

If you are anything like me you will already have a pile of reading material waiting to be read. So I don’t want to burden you with another book BUT

If you are looking for something to read in no more than two hours – even for slow readers - then please order Nick McCormick’s new book called ‘Lead Well and Prosper’

I read the book in less than an hour.

What comes through most to me is how Nick is firmly grounded in the reality of everyday management. He uses his experience to propose common sense in all aspects of management. The book contains a brilliant summary at the end of each section with ‘do’s’ ‘don’ts’ and action points.

The book is available on Amazon by clicking here where you can see other customer reviews.

I have only just come across Nick’s work but I can see he has a great deal to offer all of us in the campaign to simplify unnecessarily complex management practice and language. I share that passion with Nick and I wish him well with this book.

If you are looking for a deeply academic and theoretical book about management don't bother to buy it. If on the other hand you want something that is practical, is about the real world and is helpful to everyday management then I urge to you consider adding this to your book collection.

I said in my endorsement of Nick's book;

‘I really love it – simple, straightforward and practical. It can and should be read by front liners through to Chief Executives.’

World of Work - Then and Now

Since 2004 my world of work has changed dramatically for me.

For the last two and a half years I’ve worked from home as a self- employed trainer, consultant and author following my career of over 35 years in administration and management in the National Health Service (NHS).

Just a few musings about three years ago and now

Then – I had a boss
Now – I am my own boss

Then – Had set duties whether or not I liked them
Now – Only do work I enjoy

Then – Had set hours
Now – Work whenever I like

Then – Judged by bosses
Now – Judged by customers

Then – De-motivated, bored, tired and stale
Now – Enthusiastic, passionate keen to make a difference

Then – Uncertain about my future
Now – Looking forward to being 110 years old

Then – Not in love
Now – Very much in love

Then - Unhappy in my work
Now – Totally content in my work

Another huge issue is that I used to receive a healthy monthly salary that was guaranteed for me for another 12 years in the NHS if I had stayed.

Now I have no guarantee whatsoever of income each month and yet I love my new world of work much more than my old world of work.

Since I left the NHS I have received income from work every month and I have no regrets about leaving an 'apparent comfort blanket' of secure employment. That 'blanket' was not comfortable at all I assure you.

If you are fed up and wondering whether to jump from corporate life I would never tell you to go for it – I am not that arrogant. It must of course be your decision.

I would only say in my experience it worked for me and the reality was far less threatening than my fears about it before I made the jump.

Have OPTIMISM, ENTHUSIASM and most of all have FAITH in your own ability - that has been my biggest single learning point.