16th April 2010

When things go wrong…

..what your customers want is a swift and painless fix. What they often get - particularly from large organisations - is a descent to Dante's 7th Circle of Hell, as they get passed from person to person in a call centre. I was renewing my 1shoppingcart.com account tonight and somehow managed to create a second account instead. Mea culpa - I messed up. I admit it. So I called 1SC's support desk...
9th January 2010

Why recruiters have it all wrong – part 2

Have you ever worked with someone who, on paper, looked like the perfect person for a job, but over time it turned out they just didn't have "what it takes" to be successful in the role? In the previous post we looked at some of the pitfalls of the traditional hiring process, and why it can be fatal for a company that is hiring in order to grow. The reality is, most interviewers are great at spotting people with the right skills for a job, but not necessarily the few who have "what it takes" - especially if the interviewer hasn't, themselves, done the job they're interviewing for. So what can we do to avoid those pitfalls? How do we know if someone will have "what it takes"?
8th January 2010

Why recruiters have it all wrong

Whether you're an entrepreneur hiring your first employee, or a corporate manager filling a new post or backfilling a gap created by the departure of an existing memebr of your team, recruiting the right people is essential to growing any business. You need to know that the new person will fit in the organisation, and you need to know they'll be able to do the job. Hiring the wrong person isn't just a potentially expensive mistake: put the wrong person in the wrong place at the wrong time and it could kill your business completely (RIP Barings Bank!). The problem is, most recruiters - even agents, whose job is solely to find candidates for other companies - have their focus all wrong when it comes to finding the right person. And the reason for that isn't hard to find.
14th July 2008

You don’t have to please all of the people all of the time…

There's a principle in pricing a product or service that if you're not turning off a third of your prospects by charging more than they want to pay, you're not charging enough. I happen to believe that the same principle applies right across the spectrum.
29th June 2007

Business social networks mature

Sites like LinkedIn provide two major tools for career development and business development.