Tag Archives: Customer Service

Outside The Sphere Of Consequence

One artefact of culture is to create spheres of consequence: if you are within the sphere you experience the consequence that the culture imposes upon you, whilst if you are outside of it the consequence is almost entirely irrelevant. One … Continue reading

Posted in Consequence | Tagged , , , , , , , , , | 6 Comments

To Simple, Through Complexity

Agility comes through fluidity: an ability to adapt to circumstance, to diagnose, to deploy, to learn. In essence, it’s simple: codify enough into process to give replicability and scale, keep enough freedom to adapt, to change course as circumstance demands. … Continue reading

Posted in Complexity | Tagged , , , , , , , , , , , , , , | 15 Comments

Learn excellence wherever you can

Last week i wrote how i learnt about authenticity from the waiter at a pizza takeaway, today i’m writing about excellence and my experience at a hotel. They’re very pedestrian examples, but have great immediacy and relevance to me, hence … Continue reading

Posted in Achievement, Community, Culture, Effectiveness, Environment, Leadership, Management, Mediocrity, Motivation, Performance, Pride, Sincerity, Success, Team Coaching, Teams, Tone of Voice, Training | Tagged , , , , , , , | 5 Comments