Long haul flights provide the opportunity for thinking time, sometimes even more than anticipated – thanks to BA for a cancelled flight. I am on my way to New York to attend the Second Global Conference on Creating Value and give a talk about how values add value. The talk is in the context of what I refer to as the Values Economy: how more people are making decisions based less on a rational and financial basis and more at a deeper, emotional level – think of the growth of Fair Trade. The title of the book I am writing due for publication in 2020 is “The Values Economy: How to deliver values-driven service for sustained performance.”
New Year’s Resolution Time: Chapter 2018 – What Story will you Write?
As 2018 will be with us in a few days, you might be thinking about New Year’s resolutions. If, like many people, you have experienced disappointment in previous years when failing to do more exercise, drink less alcohol or lose weight etc. why not try something different? Consider a New Year’s resolution for 2018 “to live my life in line with my personal values”. What will you and others say about your Chapter 2018?
The impact of values
“You must get involved to have an impact. No one is impressed with the won-lost record of the referee.” Napoleon Hilli
“To make a difference”…. How often do you hear this answer when people are asked what they want to achieve in their lives (at work, for their community or at an individual level)? To impact means to have a marked influence, a strong effect on someone or something.Continue reading “The impact of values”
When things do not go according to plan with service delivery
In the last couple of weeks, I have experienced two very contrasting approaches to service recovery or complaint handling and find it fascinating that the way in which the issues were handled were so completely different. Usually, making comparisons is about identifying some differences within a structure that is basically the same or similar, whereas in the examples I am sharing here, I think you will agree that such a comparison is impossible because the two approaches are as different as night and day. In the interest of time and to remove my personal opinion/bias I have listed a chronology of events for each situation:Continue reading “When things do not go according to plan with service delivery”
Summertime and the service is easy…
Recently, I took a courtesy bus from the railway station to a client office and during the journey, the driver whistled “Summertime”. This happens to be one of my favourite tunes and he whistled very well so it was a really enjoyable experience. When the bus stopped, I said “thankyou” and he wished me a good day in a genuinely warm way. I also noticed that he was immaculately groomed and very smartly dressed.Continue reading “Summertime and the service is easy…”
Do you love values?
Values at Heart 2018
Research shows that people who are clear about their own personal values are happier and more fulfilled and up to 17% more engaged at work than people who do not have that clarity ¹. For the first two weeks of February 2018, you can take a special ‘Values at Heart’ profile, courtesy of www.magmaeffect.com and use my31Practices to release the power of these values every day. You can sign up yourself or with friends… or, if you are an employer, encourage your employees to take part to show your organisation cares about what matters to them.Continue reading “Do you love values?”
Are values really that important?
Values often appear in organizations’ annual reports and may even be in a frame on the boardroom wall but how they are brought to life in day to day behaviour is less well understood. This is just one comment from the fascinating discussion thread on LinkedIn at http://lnkd.in/pkVVSPContinue reading “Are values really that important?”
Are values really that important?
Organisations invest time and money in articulating their values so must consider that they are important yet very few individuals seem to do the same. Why is this?
This question was considered by over two hundred professionals and academics last month in a Harvard Business Review group discussion on LinkedIn which covered a multitude of surrounding issues and opinions. Thank you to everybody that contributed and to Lucy Williams (http://uk.linkedin.com/pub/lucy-ann-williams/34/56a/62a) who produced this summary.Continue reading “Are values really that important?”
FM / Workplace – Outsourced, out of mind?
“If it weren’t for us, you’d be working in a feckin’ field” was comedian Dara O’Briain succinct definition at the industry body’s (BIFM) own annual dinner a couple of years ago.Continue reading “FM / Workplace – Outsourced, out of mind?”
What have you done today?
“Proud” is Heather Small’s signature song with which she achieved international success and it was a thrill to meet somebody whose voice makes my spine tingle at this month’s UK Customer Experience and Customer Service training Awards www.uk-ce-awards.co.uk/.Continue reading “What have you done today?”