How to motivate your remote working team

Since my first “proper” full time job after university, many, MANY years ago, I happened to work in work environments where colleagues, suppliers and customers happened to be remote.  In fact, not just remote, but overseas, speaking languages I did not understand, in time zones very different to my own.  When I fast forward to… Continue reading How to motivate your remote working team

Delivering operational transformation without budget or headcount

In my last post, we discussed why headcount increase should be your last resort, because extra headcount costs money, and instead you can almost always improve on efficiency, automation and cross-skilling / up-skilling.  A lean operation is a well run operation, and in normal times, everything runs smoothly and your customers and people are happy. … Continue reading Delivering operational transformation without budget or headcount

Why headcount increase should always be your last resort

In a recent conversation with a well-respected local CEO, I was asked for my honest input into his company staffing model.  The question focused on whether he needed to increase headcount in the customer-facing teams in order to drive up the quality and calibre of his customer experience.  My provisional response was no, and he… Continue reading Why headcount increase should always be your last resort

4 employer responsibilities to remote workers

Over the past few months, we’ve seen countless posts and articles on remote working / home working / teleworking from the perspective of the employer – focusing on the practicality of making it happen, how to manage your staff, how to keep staff engaged and delivering and how to leverage technology to create a seamless… Continue reading 4 employer responsibilities to remote workers

Expectation Management – 6 simple reasons why it fails

You’re stood waiting at the supermarket checkout – you thought you were winning when you found a queue with only a couple of people in it, but it seems like the cashier is on go slow.  Just as you start to unload the shopping from the trolley, the cashier plonks down a big “Sorry, we’re… Continue reading Expectation Management – 6 simple reasons why it fails

Covid-19 and mental health: It’s ok to not be ok

For anyone who has every been diagnosed with depression or anxiety (and equally importantly, for anyone who has not yet felt ready to open up to family, friends or medical practitioners about their mental health concerns), Covid-19 is a huge challenge. Whether you have been affected directly, whether you know people who have been infected… Continue reading Covid-19 and mental health: It’s ok to not be ok

How to survive a salary reduction

The financial impact of the Corona virus is likely to be considerable – at a micro and macro level, we see the fragility of world trade, the impact of globalisation and the inter-dependence of economies on each other.  As the impact of the Corona virus starts to affect the economy, reducing demand and risking jobs,… Continue reading How to survive a salary reduction

How to collaborate more successfully (and why it matters!)

Early on in my career, in particular, when I was first appointed a line manager, I was always keen to minimise the involvement of other people in any projects I ran.  My naive logic went along the lines of the less people involved, the less unexpected inputs to handle; and the more likely I was… Continue reading How to collaborate more successfully (and why it matters!)

What are you doing about the customer success gap?

This post is neither a sales pitch for my services, nor a rant about the gaps in customer success – but it is a wake up call to many business who are currently facing a customer success gap. I’ve had many conversations with businesses big and small, across a number of countries in Europe and… Continue reading What are you doing about the customer success gap?

4 role-plays mistakes to avoid when recruiting

When recruiting for customer-facing roles, I long ago fell in love with role-playing as a means to measure certain skills.  Maybe it’s the inner drama queen in me, but allowing a potential new recruit to demonstrate their customer centric soft skills before I offered them the job was a good thing.  And it certainly served… Continue reading 4 role-plays mistakes to avoid when recruiting