Vaguely in control …

…. annoying the customer, getting on with it and kissing.

Last week I was browsing the shelves in a stationery shop when an assistant spotted my meanderings and enquired whether I needed help. I declined her offer with, “It’s OK thanks, I’m vaguely under control.” This reduced her to a state of mirth. I’m not sure whether this was because of the way I expressed it or because it patently wasn’t true! She continued her shelf stacking but was instantly available when I did need some advice.

The shop in question is one of those in the empire of Mr Paphitis of Dragons’ Den fame. I have to say that whenever I have been in, all of the staff have been friendly and helpful. Of course, this shouldn’t cause comment, it should be the norm, but so often that isn’t the case. There is a Chinese proverb that says a man without a smiling face should not open a shop. This seems very sound advice.

On Monday I had a meeting with two business colleagues. We met in the lounge of a hotel that is part of a well known chain. I ordered coffee and was asked if I wanted to set up a tab. This seemed like a good idea, but then I was asked for my credit card for them to keep behind the bar. As this is against the rules for use of a credit card and not common sense anyway, I declined and paid cash. This caused a problem as they didn’t have any change in the till, even though it was nearly eleven in the morning.

We came to lunchtime and I ordered sandwiches from the bar and asked to pay by card. Guess what, the bar didn’t have a credit card facility, so I was issued with an invoice to take to the reception desk to settle up there. This is what I refer to as a 90% business – it gets 90% right but lets itself down on the final ten percent. I expect that the Chinese have a proverb to cover this as well, but I don’t know what it is!

“We have a strategic plan. It’s called doing things.” So said Herb Kelleher, chairman and co-founder of Southwest Airlines in the US. OK, so the government is thinking about the possibility of considering a proposal to evaluate a plan for a high speed rail link from London to Birmingham. Gordon, it’s a good idea. It’s a no brainer. Just do it! My bill for consultancy is in the post.

Singapore Airlines was the first airline to secure orders for the new Airbus A380 super jumbo. Presumably the Singapore authorities realised it was a good idea to develop Changi airport to accommodate the new plane. Not only did they have to upgrade the terminal buildings but the runway also had to be widened. So they just did it. There are times when the best course of action is the most obvious. That’s when it is the time to take a focussed approach and just get on with it. It comes as no surprise, therefore, that Changi was chosen for the enormous A380’s first commercial flight last week.

The previously mentioned Theo Paphitis has five principles, one of which is the well known KISS – Keep It Simple Stupid. He believes this to be particularly important in communications with everyone involved in the business. OK, here goes then:
- Theo: Your team in Bromsgrove is doing a good job.
- H*****y Inn: Stop annoying your customers.
- Mr Brown: Just get on and build that railway.

Clear enough?


David Wike