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The Customer Isn’t Always Right Some years ago, I read an article about US-based, Southwest Airlines (SWA), where the operating rule is, “People should be treated with respect, especially the employees. That means the customer isn’t always right.”   At...

Plan Your Life before you Plan for Your Business.

Every business owner is told they need a business plan. Their accountant will tell them they need one. Banks say they must have one, especially if they want a loan. Even governments provide, often free, help and support to small businesses to develop a business plan....

The Manager’s Most Frequent Question

The most frequent question managers ask me is, “Why don’t people ever do what I want them to do?” The common explanations are that employees are lazy, disagreeable, nasty or just plain stupid. The usual solution is to try to replace them. The next person hired often...