Business » Nonsense At Work

#557: On setting nonsense goals

Jan 262012

When setting goals, be clear and specific. Obvious, isn’t it? Maybe not. Have you seen that ridiculous sticker on the back of big trucks? You know the one. “Safety is my goal.”

For Pete’s sake, if safety is your goal, then stay home. Goal achieved. Simple.

No, sir, Mister Trucker, your goal is to deliver your cargo. How you do so is another matter.

And how you do things does matter. The more your people understand ‘the way we do things around here’, the less direct supervision they need.

‘The way we do things’ should help people ‘get it’ so that they can get on with it. And in your absence, it should help them deal appropriately with unexpected nonsense.

But make sure that The Way never becomes ‘but we’ve always done it this way’, because then you’ve stopped learning. And once learning stops, safety as a goal begins to make sense.

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Listen to the radio version of On setting nonsense goals (10 most recent radio files)

#541: Mind your own customers

Business, Customers/Service, Trust No Responses »

Nov 302011

Previously on Nonsense At Work: I want you to mine your own business. That’s right. I did say mine, not mind. To mine your business means to get the most out of every customer you already have.

Well, that was then, this is now. Now I want you to mind your existing customers. I recently saw a sign with these words: “Former member? No Enrolment. No Contract. And one hundred dollars credit.”

Now, if I happened to be one of their existing members (or customer, if you prefer), then I would immediately resign my membership. And then re-apply. I mean, for Pete’s Sake, why should a loyal member not also get the one hundred dollars credit?

I’ll tell you why. Because they believe that new members are more worthy than loyal members, that’s why.

This is why I tell you to mind your existing customers before they mind how badly you treat them.

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Listen to the radio version of Mind your own customers (10 most recent radio files)

#539: Mine your own business

Business, Customers/Service No Responses »

Nov 222011

As we prepare for Black Friday, I want you to mine your own business. That’s right. I did say mine, not mind.

To mine your business means to get the most out of every customer you already have. But there is a trick to mining your business. Again, banks have shown us how not to do it.

Banks recently tried to mine their existing customers by increasing fees on the use of debit cards. Customers have either defected or now hate their bank even more (if that’s possible). Some banks are now exploring ‘hidden’ fees to mine their customers.

A few bankers have grumbled that ‘we deserve to make a profit’. I agree. However, too many banks still have a colonial mind-set – a mind-set of exploitation, not sustainability.

In my book, there is nothing inherently dishonest about getting the most out of your customers, if the relationship is mutually beneficial. You can bank on that.

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Listen to the radio version of Mine your own business (10 most recent radio files)

#528: Mum about brave business leaders

Business, Leadership No Responses »

Oct 032011

Why do so many people get fired via email or telephone? The CEO of Yahoo is only the latest visible victim of this unbelievable lack of basic manners and respect for human dignity.

Blame it all on Mum. No, not on your mother. Not even on mine. Blame it on what social psychologists call the MUM effect.

Research has shown that people just don’t like being the bearers of bad news. We tend to either keep quiet about bad news or distort it to make it more palatable. Why? Because we know that negative information triggers negative feelings. And the selfish consideration? The risk that we will be liked less if we pass it on.

Frankly, I think we should be brave enough to admit that the MUM effect at the top is based on old-fashioned cowardice. And that we have a shortage of brave business leaders. There, I’ve said it. I could keep mum no longer.

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Listen to the radio version of Mum about brave business leaders (10 most recent radio files)

#525: Managers cannot unless workers want to

Business, Motivation, Workers/Employees No Responses »

Sep 232011

You might not know this, so I’ll tell you. The third largest sporting event in the world is currently taking place. Twenty national teams, including the USA, are competing for the Rugby World Cup.

I don’t think sports teams make good models for business teams to copy. However, in 1997 something happened in rugby that managers might find helpful. The British rugby team won a game they were expected to lose.

Apparently they won because the players drew up their own code of conduct. Weird, I know, so I’ll let Mister Cotton, their manager at the time, explain:

“We could have handed out the rulings and thoughts to the players ourselves, but it would have had none of the impact. As management we can create an environment but we can’t make it happen. The players have got to want to do it themselves.”

Managers cannot make it happen? Workers must want to? How quaint!

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Listen to the radio version of Managers cannot unless workers want to (10 most recent radio files)

#523: Exact change is appreciated

Business, Change No Responses »

Sep 192011

Once a month I get an email to remind me that ‘exact change is always appreciated’. This message has been popping up in my inbox regularly over many years. Only now have I recognized its wisdom.

Many years ago I met a serial entrepreneur who kindly invited me to attend his lunch club of bold business brains. Because his enterprising members tend to be rather busy, or forgetful, mine host sends out a monthly meeting reminder.

And being a dinkum businessman, he reminds them of the dollar amount of the lunch fee. Here’s the bit of wisdom. He ends with the phrase “exact change is always appreciated.”

Like many entrepreneurs, this serial entrepreneur has learned that change will happen, ready or not. And that there is money to be made in change, if you read it right. And that there is much money to be made if you can create the exact change you want.

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Listen to the radio version of Exact change is appreciated (10 most recent radio files)

#513: Banking on most admired

Business, Effectiveness, Efficiency No Responses »

Aug 102011

Finally, the debt ceiling has been raised. Or has it? I’ve lost track. No doubt there are quiet a few organizations who bank on people losing track. Like that company whose fighter jet is already 6 years late and way over budget.

This military-industrial project, the most expensive in history, was meant to deliver huge savings. Instead, each jet is expected to be a third more expensive to run than the aircraft it is replacing. And its average price has nearly doubled.

I’m offended that this company is thriving. But I am dumbfounded that so many people still believe that government holds the monopoly on fiscal bloat and ineptitude.

I think we should have a new class of most admired companies, one that includes those which trick their way into staying in business long after you and I would have been forced out.

Oh, I forgot. That class already exists. It’s called ‘banks’.

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Listen to the radio version of Banking on most admired (10 most recent radio files)

#492: Dig deeper than good results

Business, Goals, Success No Responses »

May 182011

Now that business is improving, I have a question. Why don’t we dig deeper than good results?

When results are good, do you check whether things could have been even better? Do you look for ways of improving even more? Probably not, and here’s why.

The obvious reason is that when money flows, worries wane because cash cures all ills.

Another reason is a focus on efficiency. Because efficiency is measurable, we stop once we hit our stated targets. Why? Because we are mentally lazy, we stop thinking once the pressure is off. And because organizations demand compliance, workers know they are not suppose to over-think and go-beyond.

And then there is the most important rule of organizational life: Keep the boss happy with good news, so don’t go digging for bad news.

My personal favorite reason is so-called best practices. But we’ve dug deep enough for now. I leave this bit of bad news until next time.

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Listen to the radio version of Dig deeper than good results (10 most recent radio files)

#490: Ripping off your purpose

Business, Customers/Service, Organization No Responses »

May 112011

Have you considered your organization’s purpose lately? You should.

Over time the day-to-day stuff of keeping an organization functioning tends to bloat until it seems as if the organization exists to keep itself going. Two things follow. The organization appears to be more complicated than it really is. And then the time and energy of key people are wasted on things unrelated to the real purpose of the organization.

Please don’t believe that your purpose is ‘to make a profit’. This only makes sense if you add ‘but not at the expense of others’, or some such qualifier. You see, unless you play a game where all parties win or somehow benefit, you will go out of business. In our society you will not survive by repeatedly ripping off others.

So, always consider your organization’s purpose from a win-win perspective. This will not only keep you honest. It will also keep things simple enough to secure ongoing success.

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Listen to the radio version of Ripping off your purpose (10 most recent radio files)

#468: The work of networking

Business No Responses »

Feb 232011

Going out and about and meeting people . . . sorry, I forgot, today that is called networking. Networking, I’ve been told, is something you must do if you want to grow your business and promote your personal brand.

In the old days, going out and about and meeting people was something we did because it was just the way business worked. In the era before web surfing and on-line searching, going out and about was a way of learning about new things and expanding your mind. Uncovering new business opportunities was a bonus, not your main intention.

And why was it a learning experience? Well, because of our attitude. We went out aiming to learn, not to talk about ourselves in 30 second sound bites.

So, the next time you’re out networking, turn the tables. Don’t talk about you. Ask about them. You might learn something interesting. You might even spot an opportunity or two.

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Listen to the radio version of The work of networking (10 most recent radio files)

James can be heard on Public Radio: Monday – 7:19am and Saturday – 8:19am
88.9 FM WCVE, Richmond VA | 89.1 FM WCNV, Heathsville VA | 90.1 FM WMVE, Chase City VA

Older Entries

#557: On setting nonsense goals

#541: Mind your own customers

#539: Mine your own business

#528: Mum about brave business leaders

#525: Managers cannot unless workers want to

#523: Exact change is appreciated

#513: Banking on most admired

#492: Dig deeper than good results

#490: Ripping off your purpose

#468: The work of networking

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