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One aspect of local government that I have always admired is that I feel it is the purest form of democracy. Allowing for a few technical qualifications (Australian citizenship and not currently in prison being two), any adult can stand for election …
It’s hard for a business to get solid feedback. One way to get a clear picture is to appoint an advisory board. Two years ago I was asked for suggestions to improve a medium-sized IT business. I went through and looked at all the normal compone…
The real world is different to a textbook I almost feel silly writing an article about customer service. It seems obvious to me that every business is aware of how important it is to deliver exceptional customer service. Every business textbook and e…
Be careful what message you send I walked into a café recently. There was a lovely desktop published sign stuck on a potted plant that said, “YES, I am real, so don’t break my leaves, because it hurts. THANK YOU.” The appropr…
I am writing this column on the evening of ANZAC Day so it is impossible to sit down to write a column about my helicopter view and not be overwhelmed by the emotion of the day. Before I speak about some of that emotion, I want to think about the won…
Lead Article (Self-help topic – BAD SERVICE = REVENGE CUSTOMERS) Everyone in any service industry seems to be in agreement that it is a good idea to deliver exceptional service. Times have changed though and it is no longer just a good idea to …
The term lobbyist will often conjure up an image of a shady character doing unscrupulous deals behind closed doors to generate more money for a cigar-smoking tyrant sitting on his island in the Bahamas. Maybe there are some lobbyists that act in that…
Under-promise and over-deliver For regular readers of my column, you may have heard me use the term “under-promise and over-deliver” in an offhand way from time to time. For me, the logic seems incredibly obvious and I just assume that ev…
Technicians have a choice: Deliver what users want or be happy in the unemployment queue Most IT technicians don’t worry too much about unemployment figures or the risk of being unemployed. There are logical reasons for that – the latest …
Remember swings and roundabouts for client satisfaction     Long gone are the days when an IT organisation simply quoted an hourly rate, performed the work and then sent a bill reflecting the number of hours multiplied by the hour…
At 27km in length and up to 4km wide, the Tasman Glacier in New Zealand is that country’s longest and largest glacier. The glacier is currently reducing in size by up to 822m each year. In 1973, there was no terminal lake at the base of the gla…
Lead Article (Self-help topic – CREATE AN ADVISORY BOARD) My focus for this month centres on communication. Companies often have a great story to tell but potential clients don’t know about it because they don’t hear about it. If th…
Lead Article (Self-help topic – CREATE AN ADVISORY BOARD) My focus for this month centres on communication. Companies often have a great story to tell but potential clients don’t know about it because they don’t hear about it. If th…
Make your staff feel like they are worth a million dollars – without spending a million There was a small business I once owned that I sold to a public company. I had a group of almost thirty employees that were committed and focused and really…
I have heard a variety of views about city growth in my time on Council and what it would mean for Dubbo in the long run. Generally, most people are keen for Dubbo to continue to grow and attract new and improved facilities and services, but one of t…
I well remember a training session that I attended way back on 4 February 2004. It was a pre-election seminar for anyone that was thinking about contesting the upcoming Council elections. Peter Sutton, former Deputy Mayor of Dubbo, spoke at the three…
Lead Article (Self-help topic – Answer the questions that aren’t asked)  I am sure you are all familiar with Donald Rumsfeld’s most famous quote. “There are known knowns. These are things we know that we know. There are k…
Lead Article (Self-help topic – Answer the questions that aren’t asked)  I am sure you are all familiar with Donald Rumsfeld’s most famous quote. “There are known knowns. These are things we know that we know. There are k…
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