My sons were sick yesterday so I took some time off to spend with them. They improved as the day wore on and we ended up outside playing football.   I was in goals and Aidan (6) took a shot which I managed to save. “Great save” I exclaimed. “Self praise is no praise” was his retort. We laughed. I’ve been trying to teach him humility and he had turned the tables.   The incident reminded me of the regularity with which companies and organisations blow their own trumpet – without any basis for so doing.   … Continue reading

Posted on by Brendan

Recently I was working with a client who sells a high-value product to consumers and we were reviewing the state of his business.  The review included a look at customer satisfaction – as he seemingly “got” the importance of satisfied customers.   When I probed this with him he told me proudly that it had been 2 years since they had received a complaint.  It wasn’t said smugly – just in a pleased and self-satisfied way.  He took it as an affirmation – and to a degree he was right.   But guess what?  When I probed … Continue reading

Posted on by Brendan