Archive for category Blog posts

How to find new customers

I walked past a shop window in Liverpool earlier today, and saw a big poster which said “10% off for new customers”. It was a big poster in flourescent orange.

The sign was wrong on so many levels. Firstly, it was in a hairdressers window – the colour didn’t exactly fill me with confidence about the quality of service inside. And more importantly, what does it say about the existing loyal customer if they are going to charge new customers 10% less? We need to think about the unintended consequences of our actions.

Too many companies (see banks, insurance companies etc) don’t value their existing customers. Instead, they give all of the incentives to the new customer.

It’s much harder to find a new customer or client than it is to keep an existing one.

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Learning Academy 2

It has been a few months now, and the Academy is progressing really well. We have used the Myers Briggs Type Indicator and had a really useful workshop on that. Then we started work on our first book – ‘Transitions’ by William Bridges.

The book we are working on at the moment is ‘Do More Great Work’ by Michael Bungay Stanier. I wrote to Michael a few weeks ago to see if he would be interested in working with us. He lives in Canada so there were some practical difficulties to overcome. However, thanks to the wonder of Skype we managed to plan and deliver a 1 hour workshop at the end of last week. The technology worked beautifully thanks to a team with plenty of bright ideas. In the end 12 of us worked with Michael and we had a small camera crew in the
space with us to capture the event. This will be online soon on the work website along with a few small clips on YouTube.

One of the interesting things about the workshop was that we invited in some of the freelancers who work with us on various projects. It was a great opportunity to recruit the wider team to work together – and the
feedback from the freelancers was incredibly positive. “The first time in years I have had the chance for any personal development” said one of them.

All in all, it was an incredibly positive experience. Michael’s input was really helpful and very focused, and as a team it was a really productive experience. One of the team commented that it was as though Michael was in the room with us.

The Development Academy will continue over the next few months.  I will post further feedback on its progress.

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A Learning Academy

I manage a small team in my “day job”. Recently, at team meetings I have been introducing some of the writers who have influenced me in my working practise. I have also shared a number of videos which I found particularly interesting.

At the last team meeting before the summer break, I introduced 6 books which have had a particular impact on the way in which I work:

  • Michael Bungay Stanier – Do more great work
  • William Bridges – Managing Transitions
  • Tom Peters – Re-imagining
  • David Allen – Getting Things Done
  • Robin Sharma – The monk who sold his ferrari
  • Stephen Covey – The seven habits of highly effective people

In the meeting we discussed the best way to work with these as a group. We decided that a form of ‘book club’ would be the best idea. So, we will each read one of these books over the period of a month and then have a discussion about it at the next meeting, looking at implications for the way we work as a team.

I guess you could call it a learning academy. I intend to further develop this academy idea as the months go by. I am also keen to look at ways in which we can use videos and other materials to build the learning. Hopefully this will help us as a team to build in a strong value base to our work.

Watch this space….

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Podcasts I listen to #5: Headphone Commute

If you have been following this series, you will know that my tastes in podcasts are somewhat eclectic. I like podcasts to amuse me, educate me, and introduce me to new music. The choice today is ‘Headphone Commute‘ which is an irregular podcast (every couple of weeks or so) featuring a mix of music. The music is often ambient in some form. The latest one has myriad beats as well as cool grooves. Recently there was a two part mix of contemporary classical music.

I always hear new things when I listen to these mixes, and the choices are always achingly beautiful. Just the thing for focusing the brain waves to a bit of serious writing, or complete relaxation. Sign up and enjoy.

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Writer’s Block

A picture for those times when it’s a struggle to write anything at all:

A walk in the Wirral, near Parkgate, on one of those days when the sky is as beautiful as the landscape.

And a captured memory, because those are the ones that open up the block and create a safe haven to unlock the ideas.

Cloud formations like moments in the head, like the sense of an imagined landscape, long before it all.

Butterflies in the long grass, and a scent of buttercups and daisies. Remember childhood, and the days that stretched like timeless and endless moments imprinted now like something we thought we had forgotten long ago…

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It’s a question of perspective

Perspective

Podcasts I listen to #4: Frank Skinner

I spend a lot of time travelling by car. It’s not unusual for me to spend up to 20 hours a week in the car. That’s why I listen to lots of podcasts as well as music.

One podcast I have been listening to for over a year now which shrinks journeys and has me laughing out loud is a podcast from Absolute Radio. It’s produced twice a week – the Saturday download is the spoken pieces from the radio show featuring Frank Skinner with Emily Dean and Gareth Richards. It’s about an hour long. Then, mid-week the same team produce a download only 30 minute show. Both of them are incredibly funny. It’s difficult to tell to what extent they are improvising. The whole thing sounds incredibly spontaneous.

The itunes feed is here.

I love it!

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Sand between the toes

Finding a reason for walking on a beach, and then realising that the feeling of sand between the toes will powerfully evoke memories:

trying

I have looked up into the stars at night
That are so scattered
Across the infinitely deep sky

I have seen into great vacuums of awesome space
And been left standing
Not understanding
But trying.

 

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Ownership and demonstrating value

A leader is best when people barely know he exists, when his work is done, his aim fulfilled, they will say: we did it ourselves.
Lao Tsu
The quote above represents a value which I regard as pretty central to the way I function. It is important to avoid the ego dominating the way in which we lead. Achieving what needs to be achieved is more important than getting recognition for it.
But this issue has been compromised for me recently. There is a natural tension between the idea of ensuring that people feel ownership for something, and the need to ensure that we demonstrate value in the work that we do. How do we balance that tension? I think earlier in my career I would tend to take Lao Tsu’s words to their natural conclusion.
Now I realise that we need to balance that with a bit of healthy pragmatism. If we don’t get acknowedgement for the value that we add to the world around us (not just in monetary terms of course), then it is difficult to argue for resources to continue to do our work.
As in so many things, it is a matter of striking a balance. And that balance will shift on different issues.

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Roy Lilley

If you have taken the time to look at the “About” page on this website you will have seen that amongst other things I have a work role in the NHS in England. If you work in it too (and let’s face it that makes you one of 1.3million people, so it’s likely), then you may be interested in the writings of Roy Lilley.

He’s an interesting guy. He used to be a Trust Chair and has worked as a consultant for a number of years. He has also written a number of really useful books for managers. All interesting stuff – but the thing that is really worth connecting with is his regular email that he sends out with perceptive insights into the ongoing changes in the NHS. You can subscribe to it by going to www.nhsmanagers.net .

He also has a book available for free download which I particularly like – it is full of tips and ideas gleaned from a lot of the writers who I admire. I also like the format – and it has inspired me to get back to ‘The Coaching 30’ book which I have been writing for the last year. I’m motivated now to get on and finish the book – so, thank you Roy for giving that final push.

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Vision On

Vision On - TV series from the 70s

Vision is what drives leadership. We need to feel a passion for what we do so that we can motivate others to work on it with us. That passion comes from deep within – down at our core. For that is the place where we find the drive that moves us forward with a crazy sense of purpose. And that drive comes about when we work hard at finding the vision.

Describing vision is like taking something that is achievable and then pushing it just a little further so that it takes us out of our comfort zone and into somewhere that is deeply seemingly beyond reach. Pushing this far out beyond the boundaries and underpinning it with core values that we have unearthed, is the way to find vision and create passion.

Go and look for your own deeper passion within. Find it and then talk about it to everyone you speak to – fashion it with the reactions you get until you see the energy shine in the eyes of those you share it with. Then you have a vision which can draw people in and achieve amazing things.

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Networking: some key ideas

We talk about networking as though it is something which comes naturally to some people. Are you a good networker, is a question people often ask. But like many things it is a skill which can be developed. Often people think of networking as being all about how we build up contacts and make best use of them. This is like thinking of a car as a place to put petrol. It sort of misses the point!

So, here are a few ideas / questions about networking to push the thinking into some of the mechanics and principles of the activity:

Who is in your network?

Think broadly about this. Not just people who are close friends or colleagues. Improve your skills at collecting contact details for people. To get you started, use a mind map (or spider diagram) to set out the people who you are in contact with. Each arm of the map reaching out from you at the centre can be a domain or area of your life e.g. family, friends, work colleagues, people with common interests etc. Work on this for at least 30 minutes. If there aren’t at least a hundred people on this mind map you haven’t thought deeply enough!

Do you have an effective network planning tool? Is it backed up effectively?

There are many ways of managing a network. I use Microsoft Outlook’s Contact Database to capture my network contacts. It means that I have details with me at all times as I use a blackberry. It’s a great way to capture people’s contact details as well as snippets of useful information about them if like me you have a poor memory. The database should be backed up so that system failure (i.e. your computer dies) doesn’t mean that you lose all your contacts.

Do you review your network regularly?

I go through my network at least once a month, looking for people who I need to get in touch with to ensure that I am keeping regular contact. It takes maybe five minutes to just skim through all of the names A-Z and check for anything that jumps out at me. I usually come away from this with a few people I should drop an email to, or phone. And I may see someone in there whose details need updating.

Do you archive dormant contacts, and do you capture all contacts no matter how fleeting?

A network needs to be up to date.  The regular review helps you to keep it current. It’s also worth looking for people in the network who you haven’t been in contact with for some time. If there is no good reason to make contact now, archive the contact. Don’t delete it – you don’t know what is just into the future. You may have a reason to contact them which you are not aware of now. Try to capture contact details whenever you can. A business card, a phone number or email address. I input them into the database as soon as I can. If possible, follow this up with a quick contact if that is appropriate.

Who else should be in your network?

Take regular opportunities to review your network and think about potential gaps. Then take proactive steps to fill those gaps.

Do you have a worthwhile contact to make?

As I implied in the opening paragraph, effective networking is not about what you can get out of people, it is about what you can give. People are naturally suspicious of the “salesman” type approach to marketing where there is a pitch either explicitly there or implied. For effective networking it helps to begin by thinking about what you have to offer before you make the contact. That helps to maintain integrity in relationship building.

A key skill

It’s difficult to overstate the importance of networking. Relationships between us is what makes the world go round. The process of networking is at the heart of this. The first step of making the initial contact is something I used to find really difficult, particularly at networking events, conferences, seminars etc. I found a way round this by introducing myself and asking a quick question about the other person to get them talking about themselves. After a few goes at this it felt more and more natural. It has helped me to really enjoy the networking event.

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Spring is here

The sun is shining and the cat is getting fat. Please put some brightness in the old man’s hat!

Ah, spring. A season for mistiness, for new growth and for optimism. And yet the darkness of winter can be so difficult to shake off…

Must be the dark glasses.

Brené Brown: The power of vulnerability

Brene Brown: The power of vulnerability | Video on TED.com.

I have written about TED before. There are now over 800 videos online to view for free. I am subscribed to the newsfeed so that I get them dropped directly into iTunes as and when they are released. Last week I was catching up on a backlog of videos and came across this one. It will take you less than 20 minutes to watch as Brene Brown talks about vulnerability.

I like the way she begins with science and then dives into the whole emotional context of vulnerability. As I watched, I became truly moved by what she was saying, and found myself scribbling ideas frantically on a scrap of paper. She talks about the need for wholehearted vulnerability as the route to joy, happiness and fulfilment. She points to shame, fear, disappointment. She talks about being the first to say ‘I love you’, being turned down, asking for needs to be met, being flawed. The talk is truly inspiring and well worth just that little time to watch.

After watching the video, I subscribed to her blog and am enjoying reading that too.

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Seth’s Blog: Moving beyond teachers and bosses

Seth’s Blog: Moving beyond teachers and bosses.

I love reading Seth Godin’s thoughts on his blog (me and millions of other people). Earlier this year I read his book ‘Linchpin’ and recommended it to people who I work with, because it gives insight into the need to go beyond procrastination. We don’t get round to things on an even bigger scale these days because there are just so many distractions.

Then a couple of weeks ago I bought Godin’s latest book ‘Poke the Box’ which I am about to begin reading.

The link above is to a post on his website which looks at our relationship with authority figures. I like the way he reframes in a really helpful way. Take a look and see if you agree.

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Jumping to the middle

When writing something – whether a work of fiction or something factual – it often takes a little while to get started. The first few paragraphs feel a little like a warm up before exercising. So, here is an approach that will sharpen the writing.

Begin to write as you normally would. Carry on writing until you get to the end point. Then, review what you have written. Find the natural point in the writing where the work really kicks in: the point where you are actually in focus.

This is the point where you want the writing to begin. So, cut everything that comes before that – and you have two choices. You can either lose the earlier section if it doesn’t contribute anything, or move it further on in the writing.

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A big birthday

I had a “significant” birthday a few days ago. One of the presents I was given was a chinese lantern. My youngest son gave it to me. We lit it late in the afternoon. I hadn’t seen one before. I felt like a young boy again as I watched the paper lantern soar up into the air and float away over the Dee Estuary and away to Wales.

The instructions that came with it said to make a wish as the lantern floated away. I did. Hope it comes true…

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Somewhere between head and heart

I found a completely new idea, startling me as I considered it, and it appeared in a fascinating conversation with a colleague. We had co-created it.

I am looking for the point of balance between head and heart. It’s the dance between the known and the unknown. I have written before about the way in which so much of the work that we do is a performance. Well, that has made me think more about the nature of the performance. Sometimes we work from a very scripted place – at such times it might be a meeting with a formal agenda, clear goals and a project plan. There is little space for innovation or creativity. This is the head space.

Then, at other times we are drifting in creative space, looking for ideas. Perhaps we are brainstorming or generating new ideas in other ways. This is the heart space.

The place between head and heart brings these things together into a creative tension. The closest of comparisons would be with improvisation. Especially with musical improvisation. If you haven’t listened to a CD of one of Keith Jarrett’s live improvisations, I would recommend that you do. He goes onto the stage with the parameters of the live event as the only boundaries. Beyond that, he empties his mind of pre-conceived ideas and creates new and fresh music on the spur of the moment. It is remarkable to hear and incredible to watch.

It is this space that I am thinking about. Thus, somewhere between head and heart, we find a creative space of improvisation. It can come in giving a presentation, running a workshop, in a coaching session. When it arrives, we find that the words springing from our mouths are a surprise. The ideas that come forward are new, they form in the interaction with others. We find a completely new perspective in the connecting with others.

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Jóhann Jóhannssen – And In the Endless Pause There Came the Sound of Bees

There’s this idea which I subscribe to that if we spend too much time looking at the TV, it saps our imagination. All the work on building images in our head is done for us by the image on the screen. So, we just go into passive mode.

Well, if you want to reconnect with your imagination you could try listening to Jóhann Jóhannsson’s album “And in the endless pause there came the sound of bees”. In the very first track where there is the sound of seagulls arising out of the orchestral strings, the imagination can’t help but build pictures out of the music.

It is deeply emotional music, which will lift and drop your spirits as you listen. And just when you think you are listening to traditional string-based soundtrack music, things veer off into ambient distortions that drop your head underwater in a dramatic way.

The whole thing is just under 37 minutes long (that’s what vinyl used to be on average), and leaves you feeling both soothed and disturbed. It’s a beautiful achievement and a landscape of your own mind which I recommend you spend some time building. Enjoy.

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Signs of life for 2011

After a break brought about by various manuscripts which I have been working on, here is a photo to show that I am back.  Over the next couple of weeks I will be posting news about the projects that I am working on at the moment. In the meantime, there’s nothing like a beautiful sunset to lift the soul…

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