Monday, 20 April 2015

WHEN BIG BEHAVES BIG IT ALWAYS GETS IT WRONG


When you move house or office or anything like that a fair amount of disruption follows. For me the most intriguing thing has been the array of tradesmen who’ve been to call checking a variety of utilities, mending the broken and quoting eye watering sums for the potential beautification of the house.


All of them real craftsmen, impressively knowledgeable and attentive to our needs - including BT when they got here.  My concern about beastly BT is they’ve constructed an unwieldy and commercially crass structure until a real human being, the BT engineer comes to call. He was smart, assiduous and all is well - I’m back on line. But here’s the odd thing, the maddening thing - before he arrives I’m called by BT saying I can set myself up without an engineer (no I can’t and yes I know having an attack of rage so early in the morning can’t be good for me) and then even whilst he’s here I’m being texted to say he won’t be coming now for another two days. I show him this and he says “take no notice” and carries on working.


My dispassionate and utterly serious point to you BT is you cannot afford to carry on wasting time, money and talent doing the little stuff so badly. Please can I tell you how to solve the problem?

Be as big as you wish but behave as though you were small. When your customer interface parades your scale you are doomed. Thus with the banks. I bank with NatWest - I always have. At a branch level (yes I go to branches ever since being told by a banking friend that bankers never bank online - “are you insane?”) the service is brilliant, charming and helpful. Out there however beyond the phone, in the call centres life gets trickier. Thus with the retailers. Tesco suffered in part by seeming so huge. Wherever you went that 1970s logo reminded you that “every little helps”. Pretending to be little when they are really big and beastly. Thus with big government, it doesn’t work. Only small, can-do fix-it-it people can solve things.


It’s time to put human faces back into customer service like B&Q have done employing retirees who are D&Y fanatics and who really know what they are talking about.

And it’s time to break down the myth that big is better when it’s usually confused. In the case of BT left and right hands belong to completely different bodies. Imagine a left hand whom you don’t know and isn’t yours trying to blow your nose. My BT experience has been that bad.

Oh and it isn’t over. They called to say could they fix the TV by sending an engineer? Suspiciously I agreed. Then the paperwork was emailed. They are planning to go where we used to live. The trouble is I can’t get through to them to say don’t go there we’ve moved.



Tuesday, 14 April 2015

IT'S GOOD TO TALK

The late David Abbott created this wonderful advertising campaign for BT starring Bob Hoskins with his gritty, man of the people voice. At the time I thought it was perfect, capturing as it did the raison d’etre of this big cuddly company.


This month I’ve changed my mind.

Over the several hours that I’ve talked to BT employees over the past month I’ve concluded this lumbering beast needs dismembering and fast. Everyone I’ve talked to from Jordan, Louise, Kate, Mia, Dali to Helen and many others have been articulate, intelligent and well mannered. But the cock-up over which they’ve calmly presided is baffling.

On the 18th of March they accepted my reporting of an imminent change of address and my order for fibre optic broadband with all the bells and whistles at the new address.

A week later having received no confirmation of the order I called and was unable to reach anyone apart from the BT sales team trying to sell me BT Mobile. It was like enquiring  what the next train for London was and being asked if I wanted to buy a banana. Eventually I got someone who said they could help and they told me the first order had not been processed for technical reasons and a new one would be raised.
Hurray. It was and I was e-mailed confirmation and told an engineer would call to sort everything at the new address on April 2nd and that the kit would be sent.


The kit arrived. BT were really bringing it all together. So ‘twas on a Wednesday morning when the BT man came to call….only he didn’t.

And when I complained was told the earliest anyone could call was April 16th.

And then called again to say that was now April 20th. Because the sun was shining, Brighton is laid back and England had just won a cricket match I didn’t shout and was calm and reasonable and the Indian said wistfully “thank you Sir for being so nice in these circumstances”.

And then I got an invoice for the old address for my office which is where the broadband is based which didn’t mention termination so I rang and they denied all knowledge and said the line would remain live till April 20th this being the earliest they could react.

So I have broadband working where I used to live and nothing where I do live.

And about four hours of my life have been spent talking to people who are doing their best but do not grasp that the customer’s always right and needs to be satisfied.

But it’s all clearly my fault and I should be so lucky as to have BT supplying me.

BT is a beast.

I’m going to have to fire them but they’ve been family all my life so it’ll be a real wrench.
I’m going to check out alternatives and move on from bureaucracy….or not.

As Bob Hoskins might have said “it’s good to walk”.

Sunday, 5 April 2015

ILLNESS, BT AND THE HOUSE MOVE

As Easter is upon us, I'm pleased to say almost all is well in the new Hall household, relocated after weeks of effort and some anxiety.

However, as regular readers will know, Richard had weeks of multitasking to carry out in the run up, as his gorgeous assistant (and love of his life) suffered an attack of some virus so severe it seems as if it must have been man-flu (- strange in itself as this means it jumped the gender barrier!).

Kate is well now, but Richard is puggled.  Partly this is due to two weeks of skirmishing with BT whose warm words and reassuring customer service platitudes bely astonishing failures and delays in transferring his broadband service to the new domain.

Consequently Richard will not be writing this week.  Sit tight friends and he will return next week.

Yours,

The Blogmeister.

Monday, 30 March 2015

THE MULTITASKING PARADOX


I’ve written frequently on the pernicious effects of multitasking. Focus, I instruct, focus on one thing at a time and stop juggling.

At a talk I gave at Portsmouth University a lady upbraided me for this:-
But what do I do when my son wants help with his homework, my husband wants his supper and I need to finish my essay? How can I not multitask?

I was kind but firm in insisting an orderly queue was formed and that each task was exquisitely performed and then everyone would be happy.  I knew as I said this I was talking bollocks. Apart from anything else I was talking to a woman. And women actually can multitask better than men. Fact.

This week I had to become a woman.


We’re moving house…multitasking women’s work…where they excel.

But disastrously my wife was very unwell - had to stay in bed - as unusual a thing as Netanyahu and Obama doing a man hug - she became a shivering germ-bag - a pretty one but nonetheless if it sneezes, groans and closes its eyes it’s a class A germ-bag.

So I was in charge.


f my wife’s plan; inheriting her way of doing things…. I had to think like her. Removal men, solicitor, BT, Bank, Estate Agent, Council, Royal Mail, Builder, Cleaners, an army of people all recruited and briefed by her who, she being unable to speak, meant I was their new CEO.

And they all spoke to me at once and rushed around me doing things and if I didn’t instantly respond to:- “this to go on the lorry Mate? …is this one to pack or stay? … can you return the deeds now please? … can you confirm that postcode?”… then they showed their initiative and that was usually a catastrophe.


It wasn’t that hard but it was an unremitting exercise in doing what I’d been telling people to stop doing, as the brain is not designed to do it - multitasking. And moving house or dealing with anything that is existentially critical is almost by definition one requiring multitasking skills.

My experience in multitasking came to a head as I took off my pyjamas on Saturday morning. A trivial thing which one can easily do whilst concurrently doing another task like reading a checklist, moving items around on a shelf…top off easy…trousers off on one side and using my toes to pull off trouser leg two I suddenly became aware that leg one and leg two had inexplicably both got trapped in trouser leg one causing me to lose balance and fall heavily to the ground. This multitasking has got a lot of minor injuries to answer for.


Yet, it’s simple enough.

Have a detailed plan. Any of us can manage to multitask up to a point but there’s no point in saving five seconds on trouser removal when the consequence is so silly.

And plan succession management. Or blame your poor wife.

Or simply be away.

Monday, 23 March 2015

I CAN SEE FOR MILES AND MILES

The memory of the Who’s 1967 hit fills the head of any futurologist who wants prove their infallibility. But it isn’t really like that. Look at those economists who thought the US property boom would last forever.


Justin King who used to run Sainsbury’s once said derisively that the High Street was over and out-of-town was the future.  Everyone from Lord Beeching onwards was wrong in predicting the demise of trains.  And the book (a paper David to the Kindle Goliath) is making a remarkable recovery from the literary morgue.  Even records in their own small way are on the way back.


From learning Latin in school to the seeming forever price decline of oil, nothing is any longer impossible. No trend is irreversible. The future is opaque and turbulent.

Which brings me to the internet.

I was phoned by a very senior guy from a big multinational last week to say he’d been to a talk by someone from the Harvard Business School about the future of technology. He laughed and said I was so out of touch - all quill ink and parchment - but that even he and probably his 15 year old son were off the pace too. It could have been Dave Eggers that was talking as  in his book “The Circle”, a fantasy of the future of the web and the end of privacy.

I mildly said this was probably wrong, that technology had a curious tendency to self- consume and that irreversible, bet-your-house-on-it trends had a nasty habit of leaving you homeless.  The internet is obviously wonderful and has changed a lot of lives for the better. Yes, it has served its original purpose of sharing knowledge generally to great benefit but its frailties are equally obvious - a force for evil as well as good as ISIS is showing.


Andrew Keen has written a book entitled “The Internet is not the Answer”. In his most recent blog he says “Be afraid, be very afraid.”   Be afraid that the internet is a winner-takes-all market leading to monopolies like Google, Microsoft, Amazon and Facebook.

 Be afraid that usually the nastiest people in business seem to be the owners of the space

Be afraid of Wikipedia as a knowledge source.

Be afraid of the virtually unchallengeable assumption that this is the only future there is so we naysayers had better shut up because they’re right and we’re wrong.

Well not necessarily.

Here’s another scenario.

A perfect storm erupting of persistent cyber terrorism, of critical systems failures and of the internet equivalent of a virus that’s a cross between Ebola and bubonic plague. All simultaneously.
Imagine in short it’s time for the four horsemen of the Apocalypse, megalomaniac geeks without any good on their minds.


Then the internet might prove not to be the answer at all just a messy problem; like 2008 but worse.
And the problem and the answer would, ironically, be the same thing.

Monday, 16 March 2015

I WANT IT HOT

If I were to get home from a work, from one of those exhausting meetings with colleagues in a wine bar at 10pm to find the chef (my wife) had shut down the kitchen and said “no hot food” I’d be quite cross. I’d express myself colourfully. I might even swing my arms around. Mind I’d never hit her - wouldn’t dare - not that brave - crikey….the very thought…..

That’s the trouble with self-opinionated egocentics like Jeremy Clarkson, Kevin Pietersen, Piers Morgan and me. We need our hot food.

But relax.

This isn’t yet another article about “Top Gear” and St Jeremy of Ferrari.


I wanted instead to reflect on difference between people who do their homework and those who don’t and on the amateurism that some aspire to. I’ve actually heard people say things like “I want to be fresh - I don’t want to over prepare”. That’s about as absurd as saying you don’t want to cook the food so it’s piping hot (as anyone getting in after a hard day’s work should expect it to be) but want to serve it fresh…and semi raw.

The best people I work with all allow a lot of preparation and rehearsal time for presentations or even the simplest of speeches.

Even those blessed with nerveless competence need to have their presentation nailed down.
There’s no room for hoping it’ll be all right in the night.  Besides it’s ill-mannered not to prepare your presentational banquet fastidiously. This is the opportunity to be a Master Chef or be sent home early in gastronomic disgrace.


Three things determine the star from a wally:-

  • A great story - one that hangs together which has a point and a memorable theme
  • One that is served hot - which has bits of contemporary garnish and relevance
  • One that is delivered with charm and confidence

 All of this deserves a lot of time - Leon Kreitzman, one of the finest speakers and storytellers I’ve ever seen, reckoned on a half hour presentation needing 5 hours hard work and practice - assuming it’s on a subject you really know about.

Recently I had to do a complex reading in church - I reckon I practised it at least twelve times before I had it cracked.

So the message is prepare, rehearse, assume nothing and don’t be so unprofessional as to hope you can stroll up on stage and busk it. To be sure, the more that you do it the better you get so never risk that ghastly feeling that you aren’t quite ready yet.


You haven’t got the time?

Set your alarm an hour or so early for a week….rehearse then.

I regard sleep as sacred but it’s a sin to be snoozing if instead you could be honing your performance.
Which is why JC was so cross. Because whilst ever the pro himself his production team were not and let the chef go home.

Bottom Gear guys.



Tuesday, 10 March 2015

LET'S HAVE A LONG MEETING


I was talking to a friend recently about the role of Communications in a big corporation. This discipline like HR is one which has grown and entwined itself through organisations. It’s yet another function to blame when things go wrong. But does it fulfil a useful role?

I personally don’t have an internal communications strategy in my own house. My wife tells me what to do and I do it. It really is that simple but in a 10,000 or bigger business ensuring the misunderstandings that can ruin a business are avoided, is vital.


Improving the quality and quantity of communication in a large business covering different countries and cultures could probably improve productivity and save money faster than anything else. It’s also certain than in a knowledge economy where there is an explosion of data and information, filtering and controlling the information dissemination needs new disciplines.

Just for a moment imagine this 10,000 strong business where the following happens.  Simple jargon-free English is the norm so the irate manager who said the following never has to get irate again.
If I hear the word ‘upcoming’ again I shall be down-coming and someone will find themselves outgoing.

E-mails will be short in short easy to understand sentences. Always. Every e-mail will have an ACTION REQUIRED section at the end. People who write complex e-mails will be required to do a “Communications Course.”

All documents, all of them, will have a short executive summary which has as point one - why this report has been prepared and point two - what readers are being asked to consider and decide.


Presentations should only last 20 minutes. In exceptional circumstances presentations may be longer but no presentation will ever last more than one hour. No presentation will have more than one slide per minute. No slide will have more than 12 words on it. No meeting should last more than the length of an average examination (namely 3 hours). The consequence of this is that agenda creation and the rigorous use of pre-meetings and meeting preparation will intensify. In fact meetings will become an art-form in celebration of clarity and minimalism.


All executives will receive regular coaching in clarity of, impact creation and brevity of communication in the business context.

In all appraisals “Quality of Communication” will be a KPI or Important measurement of performance and potential - acronyms are being weeded out as abominations.

Face to face communication is being encouraged but all new recruits are being coached in something new to them called “telephone manners”.

What’s wrong with all this is it smacks of the “Thought-Police” and a regimen of communication dictatorship. But this is not an attempt to create a 21st century Tower of Babel.  Quite simply a more focused and disciplined communication strategy is needed in most companies if we are to produce a generation of effective, rigorous and clear thinking managers.

It’s that simple.