You’ll have heard about emotional bank accounts. You hold one with everybody you know. The account might be in credit (you make them laugh, you are always reliable, you surprise them with flowers) or the account might be overdue (you are always late, you offend, you were dishonest) It’s not wise to default A simple […]
Lessons From Sherlock Holmes About Management Information
In Arthur Conan Doyle’s novel “A Study in Scarlet” Dr. Watson is amazed to discover that Sherlock Holmes doesn’t appreciate that the Earth spins around the Sun. How could a man of such insight and intelligence be so, well, stupid? When challenged, Sherlock utters the immortal line: “What the deuce is it to me? … […]
Lessons From The Corner Shop
Yesterday I went into a corner shop to buy a newspaper. The woman standing at the counter was muti tasking, talking on her mobile phone whilst, at the same time, chewing gum. When I went to pay she didn’t look me in the eye, she just stuck out her hand and took my money She […]
Why Stereotyping Makes Issues Look Like a Wolves
Your brain is amazing It has a rekmabrale kanck of tainkg in ltos of infotmraion, sitfing it and cnretaig mennaig from it. It deos this by mtahcing pttaerns, lokoing for comnomality with tnihgs that it has seen in the psat, and tehn finlig taht infotmarion away. That is why you are albe to mkae ssene […]
Customer Service the Virgin Atlantic Way
People love Virgin Atlantic. If you Google “I love Virgin Atlantic” you’ll get 79,000 hits, try doing that for British Airways and the number is 50,000. A number that isn’t too shocking until you realise that BA have ten times as many planes as Virgin. The “I hate” figures tell a very similar story. But […]
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