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Organisational Mechanics

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The Basics

12 January, 2014 by James Lawther 5 Comments

Distraction

If you run a corner store: You must open from 7 ’till 11 You should stock milk, bread, toothpaste… And you know to you will work Sundays If you run a fast food restaurant: The food must be filling The food should be tasty (enough) And you know to keep the toilets clean If you […]

Filed Under: Blog, Wild Cards Tagged With: focus, purpose, service improvement

For the Lack of a Nail

23 November, 2013 by James Lawther 3 Comments

Efficiency and effectiveness

Old Clichés For the lack of a nail, the horseshoe was lost For the lack of a horseshoe, the horse was lost For the lack of a horse the rider was lost For the lack of a rider the battle was lost With the loss of the battle the war was lost On losing the […]

Filed Under: Blog, Wild Cards Tagged With: efficiency versus effectiveness, purpose

The World’s Worst Christmas Present

31 December, 2012 by James Lawther 7 Comments

Free Gift

Every year I visit the charity shop and off load all the misguided Christmas presents I’ve been given. I don’t wish to seem ungrateful, but the socks my Aunt sent me with individually knitted toes are at best uncomfortable and at worst a crime against style (possibly even humanity).  They have to go.  And as […]

Filed Under: Blog, Wild Cards Tagged With: Christmas, free gifts, marketing, trust

Guest Posts

25 October, 2012 by James Lawther 6 Comments

Would you like me to write a guest post for your blog? If you would, let me know what you would like by filling in the contact form (click here) and I will see what I can do. Read another opinion Image by 4nitsirk

Filed Under: Blog, Wild Cards

Who Should You Listen to When the Going Gets Tough?

15 September, 2012 by Annette Franz (Gleneicki) 4 Comments

Voice of the customer

Guest post by Annette Franz Gleneicki: Is your organization in the midst of turmoil? Are you wading through major changes? If you answered “Yes”, then I have two more questions for you: Before these changes, were you collecting feedback from your customers? Are you still listening to the voice of the customer? When I speak […]

Filed Under: Blog, Wild Cards Tagged With: customer focus, customer surveys, voice of the customer

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