Sunday, May 20, 2007

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.’

Saturday, May 19, 2007

We lost but I'm a United fan for Life!

Well done lads!! - United players looking gutted after losing 1-0


The new Wembley - today was the first matach at the magnificent new stadium

My team Manchester United lost in the first FA Cup Final at the new Wembley today ..... But hey ..... Come on United ... True United fans will never lose the faith.

Chelsea won the match 1-0 and sadly it was probably one of the worst finals ever as a spectacle considering these were the top two teams in the English Premiership this season.

United just didn’t get into top gear although I think they always looked the more attacking team.

It has nevertheless been a fabulous and memorable season for Sir Alex Ferguson’s young team winning the Premiership which has proved they are the best English team over 38 games.

The one match that now remains this season is the European Champions League final in Athens this coming Wednesday when Liverpool will be carrying the English flag against AC Milan from Italy.

I will be cheering for Liverpool despite the great and often bitter rivalry between my team Manchester United and Liverpool.

On such occasions however we English football fans must stick together in Europe!!

Friday, May 18, 2007

Customer Care .... P.S.

Two other things that often intrigue both Annie and me about customer care:

1 Those allegedly ‘helpful staff’ in clothes stores who approach me when I’m obviously trying to browse only and I’m doing my level best to avoid eye contact. They still INSIST on asking ‘Can I help you?’

2 Those staff behind the counter who look me in the eye and say ‘Next please’ as I stand in an orderly queue anyway … I can work it out without being told .. honest … I really can!!

I guess I really must get out more :-)

Do you have any classics you can share?

Customer Care again ...

I would like to return briefly to the subject of customer care.

Last time I raised this it created more comments than most topics so I just wanted to put the positive side of customer care forward.

My previous post was about how front line staff were unable - it seemed to me - to make any decision about flexibility and pleasing the customer.

How wonderful it is to report there are some people who just take the bull by the horns and use their plain common sense and intiative without having to be scared about ‘asking the boss’ or ‘worrying about what the procedure says.’

Two weeks ago Annie and I went along to our local fish and chip shop and ordered our take away family meal. When we arrived home we discovered the curry sauce had not been placed in the bag. It was not worth going back so we put it down to experience and enjoyed our meal.

Yesterday we went back to the same fish and chip shop and casually mentioned this matter - a wee bit tongue in cheek.

The young lady dealt with our current order and we paid.

Just as we were about to leave the shop she handed us 90p which was the value of the previous unpacked Curry sauce order from 2 weeks before.

She didn’t have to believe us but she did.

NOW THAT IS WHAT I WAS DRIVING AT IN MY LAST RANT

AT LAST SOMEONE SHOWED SOME COMMON SENSE

SHE SHOWED INITIATIVE

SHE DIDN’T HAVE TO ASK SOMEONE MORE SENIOR

SHE JUST DID IT!!

WONDERFUL!!

IT GIVES ME HOPE AND SO MUCH PLEASURE TO COMPLIMENT SOMEONE WHO JUST QUIELTY USED HER INITIATIVE AND CREATED 2 POTENTIALLY LIFETIME CUSTOMERS WHO WILL TELL OUR FRIENDS ABOUT IT.

SIMPLICITY!!!

AMEN!