In your business what do you do when you have a failure? Do you recognise it as such? Or do you make excuses?   If you do recognise it as such, do you diagnose what it is that you did wrong?   If you do diagnose what you did wrong do you plan to remedy whatever is within your control?   And do you follow through on those remedial plans?   All of us can and should be able to answer YES to those 4 questions.   We (Ireland) have our work cut out this evening to … Continue reading

Posted on by Brendan

For your business you’ll nearly always want to know why something is happening – not just that it is happening.   You don’t want to know why simply out of curiosity.  That’s useless.  You want to know why so that you can take action.   Imagine a customer satisfaction survey shows you that your customers are less happy than they were before.  Ok – that should set the alarm bells ringing – as you can expect a downturn in sales – and you could suffer reputational damage.  So you need to find out why they are less … Continue reading

Posted on by Brendan

My mother turns 90 next week.  I’m bringing her to a concert in the National Concert Hall in Dublin.   The online booking form included the question : “Would you like to receive details as to events… by Email”.  “Yes” and “No” were available from a pull-down menu – but neither was pre-selected.  However it was necessary to answer the question before proceeding.   That was an approach I hadn’t seen before.  The Concert Hall wants its customers to join its email list but there is no cheeky default “Yes” that needed to be de-selected.   You’re … Continue reading

Posted on by Brendan