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Newsletter 12: 23072012

Lead Article (Self-help topic – REGULATIONS ARE GOOD) I recently noticed the Latin that ran across the bottom of the Coat of Arms for the City of Dublin. The city calls this their motto. It is “Obedientia Civium Urbis Felicitas” whi…
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Weekender Column 15

At dinner last night I was speaking with my eight-year-old daughter who gave me a brilliant idea. I will create a new city – pack up my family, find some uninhabited land, and start my city there. The rules will be simple – there will be …
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Weekender Column 14

NIMBY. It is alive and well across the State and possibly one of the reasons that the Minister for Planning, Brad Hazzard, is considering changing the rules when it comes to final approvals for Development Applications (DAs). The Minister would like …
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Article 35

Price to the market I went to my local butcher last week to buy two of his famous ‘family pies’. These are just like a good old-fashioned Aussie meat pie – but big enough to feed a small family. We have a medium-sized family so I ne…
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Article 34

Learning from Masterchef I was a little desperate for entertainment tonight. I wouldn’t normally admit it but it is all for a good cause. I watched MasterChef with the family. Normally reality shows are about as enjoyable as fingernails on a ch…
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Newsletter 11: 26062012

Lead Article (Self-help topic – PUT YOUR PRICES UP) The beginning of a new financial year brings with it a range of emotions. There can be satisfaction of a successful previous twelve months – or disappointment that targets were missed. I…
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Weekender Column 13

Balance. In all sorts of realms, finding balance is a difficult thing. Balance in work and play. Balance in how you treat different employees and different children. Balance in the amount of sport on TV you watch compared to the amount of reality sho…
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Article 33

Go the extra step – use their name In my last article I wrote about an example of terrible customer service. I hate to focus too much on the negative so I want to give you an example of exemplary customer service. I was in China recently and I …
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Weekender Column 12

The concept of planning and budgeting is a concept that creates one of two extreme reactions. Some people start frothing at the mouth with the excitement of opening up their multi-sheet spreadsheet featuring pivot-tables Bill Gates wouldn’t und…
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Newsletter 10: 22052012

Lead Article (Self-help topic – DIFFERENT METHODS FOR DIFFERENT MARKETS) One of the most common mistakes I witness when a business expands is assuming that what works in one market will work in other markets. It might seem relatively easy to wo…
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Weekender Column 11

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 …
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How to take your own pulse

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…
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Article 32

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…
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Article 31

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…
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Weekender Column 10

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…
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Newsletter 9: 22042012

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 …
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Weekender Column 9

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…
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