Today I want to give you the tool to explain what went wrong. Let’s use Metallic White Inc, my imaginary company as an example. Metallic White has a production line with ten employees each are handling on average 50 tasks per day. A normal day would look like this: This means that on a normal [...]

I have been amazed these last few days. There is a quite creative manager running a local cab company in Trondheim, Norway. I know that as a business leader you might want to be creative to make more money but I think this one might be best. They have decided to charge a fee of [...]

This might be my most superficial post so far. The outside is not as important as the inside, but that does not mean that the outside should be forgotten. “Clean shirt, new shoes And I dont know where I am goin to. Silk suit, black tie, I dont need a reason why. They come runnin [...]

I experienced two kinds of customer service today. I went down town to buy a new pair of pants. I went to two different clothing stores. Store A) Medium priced shop placed a bit outside the main street. Store B) High priced shop placed in the middle of the main street. Where did I end [...]

Have you ever been you own customer? One huge step in the right direction is to try out your own concept. But it might be hard to manage that on your own. One tip is to make a two column table and list: What makes the customer happy? And what makes the customer unhappy? Write [...]