One of my favourite films is ‘A Few Good Men’ set in the US military. Tom Cruise, a lawyer, asks a soldier, “How do you know where to go for meals; it’s not in the manual?” “Well,” the soldier replies, “I guess I just follow the crowd at chow time.” When you start out in […]
‘Do this and your people will fly!’ Feedback! The key to improving performance. And yet so many people feel awkward about giving it or shy away from it altogether. So why do people find it so difficult? Perhaps you’re one of them. You may be the person who makes a joke of everything or someone […]
A while ago, we mapped out a customer journey for one of our clients. (We map it out on a roll of brown paper, looking at all of the touch-points that the customer has with the team, and who is involved at each point.) Their journey was about twenty-five feet of brown paper long, and […]
One of the questions I always ask my clients is ‘How many of your current team would you re-hire tomorrow if you were given the chance?’ So…how many would you re-hire? If you say all of them I’ll be delighted for you; that’s only happened to me once since I started asking the question! Most […]
‘It was the best of times, it was the worst of times!’ Geoff had been with Martin from the start, and had worked hard to help him grow the business. As a result, he’d been promoted to manager, reward for all his efforts. Well, financially he was so much better off, great! But the day-to-day […]
