Strange Habits…


You know how it is… You go online to look at one thing, you see a link, click another link and before you know it you’re reading about men in ice-baths…

I’ve written previously about business pitches delivered from freezing water and how it concentrates the mind. Here’s someone else who says freezing water helps him focus – albeit from the far more gentle climes of Silicon Valley.

Every morning Tim Kendall, President of Pinterest (current valuation £9bn), wanders on to his back deck and climbs into a freezer full of water. “A bath with ice wasn’t quite cold enough,” he says. Famous for wearing a t-shirt with the word ‘focus’ on it – “if you do fewer things you can do those things much better” – Kendall claims that his daily dip in the freezer, “Gives me a lot of energy, wakes me up, and resets my mind and body.”

Having read that – and being in research-useless-things-online mode – I wondered if other successful entrepreneurs had equally strange habits. Was there anything we could usefully import to the UK? (Although anyone who’s been to Wetherby races in January will regard an ice bath as positively tropical…)

We may as well start at the top with the richest man in the world. When Bill Gates started Microsoft he liked to keep a check of who was in the office – so he memorised everyone’s number plate. As Microsoft now employs around 120,000 people we may safely assume he’s abandoned that habit… but apparently Gates still takes to his rocking chair when he needs to focus or when he needs to disconnect – a habit which apparently goes back to his days at Harvard, when he’d do long stretches of coding in a rocking chair.

‘The richest man in the world…’ Unless Amazon’s shares have shot up this morning. Jeff Bezos writes a six page memo before every management meeting: everyone then has to sit in silence for 30 minutes and read the memo. Presumably allowing them to say, “Yup, all good with me, boss,” after 30 minutes and 10 seconds…

Bezos also instigated the two-pizza rule. When he started Amazon he wanted a decentralised company with small teams making the decisions: so the rule was simple – any meeting had to be small enough so that everyone there could be fed with two pizzas. (As you might guess there are now any number of scholarly articles on the ‘two pizza rule…’)

Food takes us very neatly to Steve Jobs. Not only was the former boss of Apple famous for wearing the same clothes – black jeans, black jumper – every day, he also went through obsessive periods with his food, eating nothing but apples or carrots for weeks at a time. Apparently Jobs once ate so many carrots that he turned a vibrant shade of orange.

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And there’s a link we can’t ignore. Speaking of bright orange people Donald Trump has a hatred of shaking hands – he calls it “a barbaric ritual” – and always carries a hand sanitizer with him. You just pressed the nuclear button, Mr President. No £$%*! I thought that was the hand gel dispenser…

Back to eating habits: Henry Ford ate the weeds from his garden, while Mark Zuckerberg had a year when he would only eat meat that he had killed himself. Charles Darwin tried to eat every animal he discovered and the only-just-late Hugh Hefner would only eat food prepared at the Playboy Mansion – even in a restaurant. And Stephen King always eats a slice of cheesecake before he sits down to write, which may explain why the film rights to this blog remain mysteriously unsold…

Meanwhile Novak Djokovic follows a strict gluten-free, vegan diet and has been known to eat grass. After beating Rafa Nadal in 2011 he celebrated by snacking on Wimbledon’s Centre Court.

Finally, proving the old adage that ‘what you can measure you can control’ former Yahoo CEO Marissa Mayer wanted to create the perfect cupcake: she bought scores of cookbooks and created a spreadsheet – then did the same with the icing. And just in case you’re ever on bake-off, here’s the link you’ll need…

That’s enough from me for this week: I’m off to buy a car number plate – ED 1 should let them know I’m in the office – and go shopping for black jeans and carrots. Oh, and could I apologise in advance to my golfing partners? If I hack out of the long grass to within six inches of the pin next week I may choose to celebrate in an unusual way…

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The Professionals


Professionalism. Noun. The competence or skill expected of a professional. The practising of an activity, especially a sport, by professional rather than amateur players.

Hang on, just let me read that again. I can’t see any mention of fighting outside a nightclub at 2:30 in the morning. Or driving a lady home who’s not your wife and ending up accused of drink-driving. Or getting into a taxi which unfortunately whacks a lamppost, leaving you with a broken rib.

I refer, of course, to Messrs Stokes, Rooney and Aguero, all of whom might now be in a much happier – and potentially much less costly – place had they looked at their watches and said, “Goodness me, ten o’clock. I’ve an important game in two days; time I was tucked up in bed with a mug of cocoa.”

Ben Stokes and Wayne Rooney are leaders. Stokes is vice-captain of the England cricket team; Rooney, having re-joined Everton with the experience of captaining Manchester United behind him, must surely have been expected to show leadership; to set an example to the younger players in the dressing room.

What price that leadership now? What price their professionalism?

But this is a business blog – so how do I define professionalism in business?

First of all I think it’s about predictability: that’s not someone saying ‘Ed always says the same thing:’ it about people knowing that Ed will always deliver what he promised to deliver. No ifs, no buts, no excuses: professionalism is delivering what you promised to deliver, when you promised to deliver it.

It’s about preparation as well – and yes, I’m aware that I’m almost wandering down the army’s ‘Six P’s’ path here. Whether it is an interview, a client appointment or a speech, the preparation is as important as the performance: in fact the preparation determines the performance. I will tolerate many things, but one thing that used to really annoy me in my corporate days was the time wasted due to lack of proper preparation, even for supposedly ‘make or break’ meetings. For me it was just unforgivable.

And politeness, which includes punctuality. It may well be the courtesy of kings but it’s also fundamental to business: everyone’s time has value, not just yours.

Let me also define professionalism by what it isn’t. It’s not simply being serious: clearly there are professions where being serious is a requirement, but even then not at the expense of demonstrating empathy and personality.

It’s one of the great truisms of life that people buy from people they like. And that still holds good today, even in an age where we are increasingly dealing with people we may have never met. You can still get your personality across with your language and ‘tone of voice’ – even if that voice is only heard through an e-mail.

I remember an early sales manager telling me to watch Michael Parkinson and Terry Wogan on TV. “They would have made great salesmen, Ed. A loss to the steel industry…”

But despite the instruction to watch Parky and Our Tel I probably didn’t smile enough in my early days. You might be doing a thoroughly professional job: but you’re still allowed to smile and laugh while you’re doing it. Let me hold my hand up and say I wasn’t brilliant at this. So thank you to Paul Dickinson, my predecessor as TAB MD, who gently pointed it out to me…

And yes, I’d like to think we’re seen as professional at TAB: not just in that we deliver results but that we’re fun to work with as well. As I’ve written many times, TAB is about enjoying the journey as well as reaching the destination, and I’m absolutely sure we help the members of the TAB family to do that.

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One last question: this week’s title references a once-popular TV programme. Do any of you remember it? Just a quick test to see how old you are and if your fashion sense has moved on…

The Work/Life Support System


One of the facets of my new role within TAB is taking a wider view of the UK economy. That’s not to say I ignored it when I was owner of TAB York – but as MD of TAB UK I’m much more aware of the concerns and initiatives of organisations like the Institute of Directors and the Federation of Small Businesses.

…And last week brought a worrying report from the FSB. Their latest Small Business Index – carried out in the summer and based on a survey of more than 1,200 members – found that optimism among entrepreneurs had fallen sharply. Most worryingly, 13% of those who responded to the survey were looking for a way out of their business, the highest figure since the FSB began measuring in 2012.

OK: let’s introduce an immediate word of caution. I suspect if I were a disgruntled entrepreneur, desperately looking to sell my business I’d be far more likely to complete a survey like this than if everything were going well and orders were flying out of the door.

But that said, these are the worst figures the FSB have seen for five years. Rents, regulations, taxation and what Mike Cherry, FSB National Chairman, described as “the ridiculous staircase tax” all contributed to the entrepreneurs’ dissatisfaction.

Inevitably rising costs and uncertainty surrounding Brexit also received honourable mentions and they all – with the notable exception of the UK’s very cheerful export sector – contributed to a sharp fall in the FSB’s ‘optimism index.’

I wonder though, if it doesn’t go deeper than that for many entrepreneurs.

I’ve written previously about the ever-increasing impact of flexible working. If you’re looking to build your team and attract – and retain – the very best talent then offering flexible working is a must. Flexible hours, the option of working from home and genuine regard for someone’s work/life balance are all key.

But flexible working cuts both ways. One company’s flexible day can very easily equate to someone else’s 16 hour day.

I am not saying that we should all go back to 9 to 5 – that’s never going to happen. You can’t turn the clock back and remove flexible working, any more than you can – let’s take a ridiculous example – turn the clock back and ban a safe, convenient, modern, technology-driven ride sharing app…

In the old days it was very simple: if you wanted to succeed in business, you had to meet people. Face-to-face contact was essential.

Not so today: there are plenty of entrepreneurs out there – especially in the creative sector – who have never met their clients. “They’ve become my biggest client, Ed,” someone said to me the other day. “I think I’ve spoken to the MD twice on the phone. Everything else has been e-mail and Facebook messenger. I’ve got an address for invoicing but I’m not even sure where the MD’s based.”

That’s not unusual: for an increasing number of people running a business – whether they employ staff or not – equals sitting in front of a screen all day. And that must lead to more and more ‘lonely entrepreneurs.’

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Costs, taxation and ever increasing legislation all play their part in making the life of an entrepreneur difficult: but I just wonder how often loneliness is the final straw…

That’s why I believe the ‘work/life support system’ offered by The Alternative Board is so important: it’s why I believe the potential for us to grow in the future is so exciting. Some of you may have seen my recent profile in the Yorkshire Post – and yes, I absolutely believe that we can move from working with 350 business owners to over 1,000. And if we can do that we will very definitely benefit the UK economy.

But as I said in the article, sometimes as a business owner it’s difficult to know where to turn. I also said that I now realise how much I didn’t know when I started TAB York. One of the things I unquestionably didn’t know was how lonely life can be as an entrepreneur and how much having a support network can help.

Five years from now let’s hope the FSB are reporting that virtually no entrepreneurs are desperate to sell their businesses – and if TAB UK can play a part in that I’ll be absolutely delighted. Everyone needs friends: as the old saying has it, ‘Even the sharpest knife can’t cut it alone…’

Bad Customer Service always Hertz


It’s impossible to start anywhere other than the Ryanair check-in desk this week. The lonely and deserted Ryanair check-in desk after one of the more spectacular own goals in corporate history. What is it about the airline industry? Last year United, this year Ryanair.

Michael O’Leary was swift to go on TV and offer profuse apologies. Flights cancelled for up to six weeks: up to 400,000 passengers with their flights cancelled and/or their holiday plans in ruins. But how do Ryanair still manage to give off that air of ‘sorry-not-sorry?’ There’s just the distinct impression of the kid at school – the one who’s apologising with his fingers crossed behind his back.

So Ryanair have thrown a large rock into their corporate pool. I suspect that they have done lasting and public damage to their reputation. And they have done it spectacularly.

But this week I want to talk about what I think was equally bad customer service. It wasn’t spectacular, it certainly won’t be reported in the media and, if Ryanair threw a rock, this was barely a pebble.

But there’s a ripple. And I hope that when you’ve read the blog this week the ripple may be on its way to being a wave. Here’s an abridged version of the story: if you want the full version, just let me know.

In the summer we went to Portugal for a week with another family. The events I’ve related below happened to both Ben and myself: a double whammy.

I’m a Hertz Gold Club member and I booked a car with them in advance – something around the size of an Astra, at £400 for the week.

When I arrived there was no Astra and instead I was offered a Clio Grande. I wondered if that was big enough for two large suitcases. “No problem,” the very helpful guy on the desk said, “You can upgrade to a BMW X3. Normally that would be £150, but you’re a Gold Member so I can do it for £80.”

That seemed fair enough. And we were anxious to start our holiday: I fumbled for my card. “No problem,” he said. “We don’t need your card. Just initial here … and here.”

And I was done – and, at that point, quite happy with the service I’d received from Hertz.

Fast forward a week. Time to hand the car back.

…At which point I find out that the £80 extra was per day. Was that mentioned initially? Not in a thousand years. Hertz presented the extra £80 as a one-off increase on the £400 I’d already paid.

You can imagine the scene. You can imagine the arguments Ben and I had with Hertz. You can also imagine the time I have wasted on this.

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At the time of writing it is still ‘in dispute.’ Hertz have so far refused to take any action: that includes failing to reply to my e-mail of August 20th despite – see the image – telling me that I should ‘stand by’ for a response on four separate occasions. Yep, I’m ‘standing by’ waiting for a response in much the same way as 400,000 Ryanair passengers are ‘standing by’ waiting for a flight. So here we are, in the rather more transparent world of social media…

Will I ever rent a car from Hertz again? Right now I would rather cycle round Portugal with our suitcases on my back. Will you ever rent a car from Hertz again? You may well do: but you will pause before you sign anything.

This is – by some distance – the worst service I’ve ever received in my life. Hertz still have my £500 (and Ben’s) and the words ‘ripped-off’ and ‘mis-selling’ don’t even come close. Worst of all is that – in the best traditions of United and Ryanair – Hertz don’t seem to care.

They may have been around since 1918, they may be the biggest name in car rental, but nothing excuses their lamentable service and their inability to answer an e-mail. I’ll be sharing this post with them: let’s hope someone at Hertz finally wakes up and takes notice. I’ll let you know…

Time to go into Reverse


Mentor: noun – an experienced and trusted adviser. Someone who gives an inexperienced or younger person help and advice over a period of time.

And, of course, we’re all familiar with the most famous mentor of them all…

But now the phrase on everyone’s lips is ‘reverse mentoring’ – because it’s not just young people that need training in the office.

What is reverse mentoring? To turn the dictionary definition around it is when an inexperienced or younger person gives an older, more experienced colleague help and advice. Why? One word: Snapchat. Another word: Instagram.

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As social media – and other developments such as gamification and virtual reality – come to play an increasingly important part in both the workplace and the customer journey, so Mr Older-Experienced can be left feeling, well… helpless.

But why do you need training in the office? Why not just ask your teenage children? If you’re asking that question I can only assume you don’t have teenage children. You cannot ask your teenage children. Sadly, I’m becoming all too familiar with their response. The long, drawn-out sigh. The raised eyes, the pained expression. ‘Oh God, I’ve got to explain it to the old person again…’

Back in the office there are some very successful advocates for reverse mentoring. Former Burberry CEO Angela Ahrendts credits it with helping her turn the company around and grow the brand value from $3bn to $11bn. John Lydon, MD of McKinsey Australia said that his tech-capability had increased tenfold – and he was able to understand the minds of a younger generation, and the emerging trends that came with them.

Why does reverse mentoring work? Because human nature all too often dictates that we spend too much time talking to people like us. People who are roughly the same age, from the same background and have the same views. Speaking to someone who’s younger than you, from a different background and significantly lower down the organisation chart can help you see the business from a new angle. In large companies it’s also a good way to identify future leaders: not just how much does someone know, but how good are they at communicating, and making the complex easy to understand.

The other great plus of reverse mentoring is that it creates a culture where everyone in the company is constantly learning – something you emphatically need to do today.

Depending on which projection you read, by the middle of the next decade millennials (people who entered the workforce around the turn of the century) will comprise up to 75% of employees. And yet most MDs and CEOs will still be significantly older.

So we’ll be hearing a lot more about reverse mentoring. I think it’s a great idea: looking back over my days in the corporate world, I can remember plenty of times when it would have helped me, my boss and – in the long term – the company. But I worry that too many organisations will introduce a reverse mentoring programme and simply pay it lip service – ‘this is the latest big thing apparently. I suppose we’d better give it a go’ – while carrying on doing what they’ve always done. And as I have said many times, if you always do what you have always done, these days you will no longer get what you have always got.

In many ways reverse mentoring has been part and parcel of TAB since I joined – even if we didn’t use the exact term. When I was running TAB York I always wanted my Boards to have a mix of ages and backgrounds – and it’s something I now encourage the franchisees in the UK to do. When someone brings a problem, challenge or opportunity to a monthly meeting it is absolutely invaluable for them to see it from different angles and different perspectives. ‘A problem shared is a problem halved’ as the old saying goes: a problem seen from seven different viewpoints is very often a problem solved.

With that, I’m going to leave you for a fortnight. Next week I’m on holiday and the week after I’m joining TAB colleagues from around the world in Denver. But first, a holiday with Dav and the boys: hopefully without the sighs and the pained expressions…

David and Goliath? It could be TAB vs. Amazon…


If you saw the news last week you may have seen that there was – very briefly – a change at the top of the league table. Specifically, at the top of the Bloomberg’s Billionaires Index.

Amazon shares rose ahead of their results and for one day – July 27th – Jeff Bezos was the richest person in the world. And then, wouldn’t you know it, the company’s results were disappointing. Despite revenue for the three months to June rising to $38bn (25% up on the same period last year) earnings-per-share were down as the company chased growth. The shares slipped back by 2% and that was enough. Bill Gates was back at number one and poor old Jeff was struggling to get by on $89bn.

But wherever Jeff Bezos is in the rich list, Amazon has become an integral part of all our lives. I’ve touched several times on the decline of the traditional high street: whatever your feelings about that, Amazon has played a central role in it. And the company is chasing yet more growth – $14bn to buy Whole Foods, for example, as it goes head-to-head with Walmart.

Right now Amazon seems to be looking to dominate just about every sector you can think of: quoted in City AM an American fund manager said, “What you’re buying [Amazon shares] for is revenue growth and market share – and Amazon is making great progress.”

And now to another story that caught my attention. ‘Edinburgh’s entrepreneurial eco-system encouraging start-ups.’ Basically it’s a simple story: Edinburgh has brought all the key ingredients together to allow people to start businesses and to encourage those businesses to grow – a talented workforce, public sector and academic support, access to finance, affordable space and quality of life.

For me, the two stories are closely connected. Amazon and the other tech giants are going on a spending spree. That is going to bring benefits: both Amazon and Google are committed to massive new developments in London that will create thousands of jobs. But it will also come at a price, and that price may well be paid by our local shops and communities.

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And yes, I use Amazon. Of course I do. Someone recommends a book, you find it in 10 seconds, click, it’s bought. But I am acutely conscious that if I shop with Amazon the money does not stay in my local community. South Milford does not have a book shop: I’d hate to think that in a few years The Village Store (no, the marketing committee didn’t spend long on the name…) had disappeared because we’d all decided Amazon was the best place to buy Weetabix, dog food and loo rolls.

This is where I think entrepreneurs have a significant role to play. We are firmly rooted in our local communities and I’m really keen to encourage the 400 business owners in the TAB community to play their part in creating ‘entrepreneurial eco-systems’ like the one in Edinburgh. One of the things that TAB members do well is bring people together: not just other TAB members, but people from banking, regional development, education and other sectors. If we can develop that, then we can play our part in building and nurturing successful local economies.

Technology isn’t going away. Any day now you’re going to look up into the sky and watch a delivery from an Amazon drone. And if you think that’s impressive the Chinese version of Amazon claims to deliver in 15 minutes: not even worth nipping out to the shops at lunchtime…

Local businesses and local communities are going to need all the help they can get. I’m proud to know that TAB members will play a central role in providing that help – and no-one is better qualified.

PS Should you need either of these vital items the Chinese Amazon will apparently also deliver a Vietnamese bride and/or a live scorpion. A whole new meaning to ‘something for the weekend…’

Eddie and Jacob: the Unlikely Lads


Every day 300,000 people use Southern Rail: every day, a good proportion of those people are subject to overcrowded trains, delays or cancellations – or all three. Management blames the unions: the unions blame the management and now the owners of Southern Rail have been fined £13.4m – which has only increased the bitterness between the two sides.

But it’s not all doom and gloom at head office: Southern Rail have unwittingly discovered a social media star.

Meet Eddie…

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Eddie – sadly we do not know his second name – is 15 and was at Southern Rail on work experience. The decision was taken to put Eddie in charge of Southern Rail’s Twitter feed, which (as you might guess) is usually a seething hotbed of complaints, abuse and sarcasm. Showing that all the world’s ‘social media consultants’ are grossly overpaid, Eddie wasted no time in introducing himself:

Hi! Eddie here! Here on work experience and ready to answer your questions

Sensing that Eddie may not have the answer to why the 08:32 was delayed, overcrowded or cancelled, Southern Rail’s followers tried a different tack:

Hi Eddie! Would you rather fight one horse-sized duck or 100 duck-sized horses?

A tough one: you suspect the traditional occupants of the customer service desk would have struggled. But Eddie was unfazed:

100 duck sized horses. A horse-sized duck would be pretty scary. You? Eddie

That’s a perfect response. In less than 140 characters Eddie answered the question, empathised with the customer and clearly identified himself. And after that he went from strength to strength…

Eddie – would you rather have rollerblades for feet or chopsticks for hands for the rest of your life?

Rollerblades for feet. I feel like I could get used to them pretty quickly and get places quicker.

Unlike Southern Rail someone darkly responded. But Eddie was on a roll, and by the end of his stint was even dishing out dietary advice.

Chicken fajitas or Thai green curry tonight? @Adam_W48 needed to know.

It has to be chicken fajitas Eddie replied with a wink.

For one day at least Southern Rail had given their customers something to smile about. But Eddie is not alone in being an unlikely star of the new media…

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Let me introduce you to an ever more surprising social media star – Jacob Rees-Mogg, or the MP for the 17th Century as he is frequently known. More correctly, the Eton and Oxford educated Mogg – the Moggster to his fans – is the Conservative MP for North Somerset. Unlike many of today’s politicians, Mogg doesn’t pretend to be something he is not. To many, he is what the New Statesman described as ‘a cartoonish toff.’ To others, he is a future Prime Minister – William Hill will offer you 16/1.

But Mogg also has 35,000 followers on Instagram (twice the number Theresa May has). He is not afraid to speak Latin and holds the record for the longest word ever used in the House of Commons (floccloccinaucinihilipilification – it means the habit of estimating something as worthless.) His sixth child was named Sixtus – the Guardian labelled him a ‘Tory sex machine’ – and he campaigns with his eldest son, both of them dressed in identical double-breasted suits.

You suspect that Eddie and Rees-Mogg could not be more different. But what they share is authenticity, and a willingness to answer a question. As Southern Rail casts around for excuses, as United Airlines tries to justify assaulting one of its own passengers and sundry corporate and government ‘spokesmen’ tell us what we all know is patently untrue, maybe business can learn a lesson from Eddie and the Right Honourable Member for the 17th Century. Customers are fed up with spin: more than ever they value the truth, openness, honesty and a willingness to engage.

If you have a problem, admit it. If you’re going to miss the delivery date, tell them. As the old saying goes, ‘The truth hurts, but it doesn’t kill. The lie pleases, but it doesn’t heal.’ I’d go further than that: all our businesses are about building long-term relationships. It is a central part of TAB’s message and beliefs.

The truth may hurt in the short-term, but in the long term it can strengthen a relationship. If you tell the truth when it clearly shows you in a bad light then you’re someone who can be trusted. Lies – or spin – may please in the short-term: you cannot build a long-term business on them.

…And I clearly cannot build a long term business as a sports psychologist. Time to eat humble pie: or humilem massae manducare as JRM would put it. You may have noticed a slightly triumphalist tone in the blog last week. A few words of advice for Joe Root, he scores 190 and England win the first test by 211 runs. Sadly, a week is a long time in the sports psychology business. The last time I checked (from behind the sofa) Joe Root’s off stump was lying flat on the ground and England were sliding to a massive 340 run defeat. No wonder the MCC didn’t pay my invoice…

Increasingly Productive – just not Officially…


Well there you are. The Ed Reid Blog scores again.

Joe Root hits the highest ever score by someone captaining England for the first time, and it’s the first win over South Africa at Lords since the average house cost £2,530 and a season ticket to watch Manchester United was £8-10-0d. I tell you, I’m wasting my time writing business blogs…

But the ECB haven’t phoned me, my invoice for ‘sports psychology coaching’ remains resolutely unpaid so here I am – considering the UK’s fairly dismal productivity figures.

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Last week the Office for National Statistics released figures showing that the productivity of UK workers had dropped to levels last seen before the financial crisis – hourly output is now 0.4% below the peak recorded at the end of 2007.

We’ve all known for some time that UK productivity lags behind its major competitors such as the US, France and Germany. A quick glance at the world productivity ‘league table’ shows the UK languishing in 13th place. Norway lead the way, from Luxembourg and the United States, but the UK is scarcely ahead of those sun-kissed holiday destinations where everything closes for the afternoon.

The UK has recovered well since the 2008 crisis but – according to the learned pundits and commentators – that is a product of more people working, and of people working longer hours, rather than a function of increased productivity. Kamal Ahmed, BBC Economics Editor, wrote, “Today’s figures are bad to the point of shocking. [The figures] take the UK’s ability to create wealth back below the level of 2007 – and if an economy cannot create wealth, then tax receipts, the mainstay of government income, will weaken.” Others have blamed underinvestment, the uncertainty caused by Brexit and the current political situation, and sluggish wage growth.

But you know what? I think it may be time to reach for one of the more valuable business tools – a healthy pinch of salt.

Because as I look around me, I don’t see falling productivity. I see exactly the opposite. Virtually every business I work with is busier than they’ve ever been.

Yes, there’s uncertainty: but when has there not been uncertainty for the entrepreneur? And no, the vast majority of the people I work with didn’t vote for Brexit: but they’ve moved on. People running businesses are no longer fighting last year’s war: they’ve accepted the result and they’re now looking to future.

For all the despondency from much of the media, I’d say the ‘optimism index’ among owners and directors of SMEs is high. They’re certainly working hard enough: according to this story in City AM half of them took fewer than six days off last year. (Don’t worry, I’ll be taking them to task in the coming weeks…)

So I’m sceptical about the productivity figures. Traditionally, a country’s productivity is calculated by a splendidly complex formula with references to 2005 and 2013 comparators.

I suspect that we may need a new metric: the nature of productivity is changing. Web designers, app developers, SEO experts – there are plenty of jobs now which did not exist ten years ago and which don’t lend themselves to traditional ‘output’ measurements. London remains the tech capital of Europe and more people are working across borders: it may be that productivity is simply getting harder to measure by the previously used methods.

Then there are the regional differences – output per hour worked in London’s financial and insurance sectors was around seven times higher than in the regions with the lowest industrial productivity – and, even more importantly, the company-by-company differences. I am absolutely certain that if we had a ‘TAB UK productivity index’ we would be right at the top of any league table. I like to think a small part of that is because TAB keeps people focused on being productive, not on being busy.

As Paul J Meyer, founder of the Leadership Management Institute said, “Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning and focused effort.”

I don’t know anyone who captures that more than the TAB UK members, and it has been a real privilege to meet more and more of them over the last few months. I couldn’t be more excited about all our – very productive – futures.

Lessons from the Maybot


Consider these two newspaper headlines:

South Milford FC win Champions League

Labour win Kensington & Chelsea

Well, you think. A Chinese conglomerate. Don’t see the value in spending £3bn on Manchester United. Decided to do it the romantic way. Small local team – but a million people within 30 minutes. 20 year plan, work their way up the football pyramid. Suppose it could happen…

What was the other one? Labour win Kensington & Chelsea? Have a word with yourself. And don’t forget your medication…

Except last Friday afternoon it did happen. With a majority of just 20, Emma Dent Coad captured Kensington and Chelsea for Labour. And if you want a measure of how completely inept the Conservative election campaign was, there you have it.

‘I didn’t fail. I learned,’ is one the great aphorisms of the positive-thinking industry. Well, Theresa May certainly learned how to take a working majority and turn it into – dare I use the phrase – a coalition of chaos. As everyone knows, she is now dependent on the DUP, whose ten MPs shuffled into the limelight last Friday afternoon like a factory syndicate who had won the lottery.

But this is a business blog, not a politics one. Are there any lessons we as business owners can learn from the election, the Conservative ‘strategy’ and the Maybot? Oh yes…

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First and foremost, don’t ever take success for granted. I hope Ian Hislop doesn’t mind: I photographed the Private Eye cover from May 18th as my illustration this week. At the time it exactly summed up the mood in Conservative Central Office: it wasn’t a General Election, it was a coronation.

…Did the Conservatives underestimate Corbyn? Only by a factor of 300 – in much the same way that the Clinton camp underestimated Trump. In both cases the overwhelming favourite said, ‘You can’t possibly vote for my opponent:’ to which the electorate replied, ‘Watch us.’

Whatever you’re doing – whether you’re pitching for a contract, tendering for some work, making a presentation to potential clients – you must show up, give your best every single time and never, ever underestimate your opponents. No-one – clients, customers or the electorate – likes to be taken for granted.

Yes, show up. Sounds obvious doesn’t it? You need to show up, even if it’s going to be tough. Say what you like about Corbyn – he turned up, he was prepared to speak, his events were free and he connected with people. Theresa May hunkered in her bunker muttering “strong and stable.” I am sorry, Prime Minister, when the going gets tough, the tough do not send Amber Rudd.

What’s next? Ah yes, the personality cult. They weren’t Conservative candidates were they? They were ‘Theresa May’s local candidate.’ The cabinet? Never heard of them: are you talking about ‘Theresa May’s team?’ If you want to make it all about your personality – whether it’s your business or the General Election – just make sure you have one.

Have a vision. How many times have we said that the leader’s job is to lead? To have a vision and communicate that vision. End tuition fees, raise in the minimum wage, a hand-up for the many… Whether you agree with it or not, that was a vision.

Trust your team. When she became PM Theresa May shuffled her team. Whatever your view of Messrs Hammond, Johnson and Davis – and Ms Rudd – they are experienced politicians. They’re used to campaigning. If you’ve handpicked your team, you have to trust them. No business grows or succeeds by the boss micro-managing every single decision himself.

Lastly, don’t always rely on the same people for advice. The apocryphal story is that the only person Mrs May would take a phone call from during the campaign was the Queen (yep, probably asking for her coach back…) Clearly the PM’s advice came from her two, now-departed, special advisers and her husband, all of whom were telling her what she wanted to hear. Maybe she should have joined a TAB Board for the duration of the campaign: she’d certainly have received advice at odds with her thinking but – as it so often does for so many business owners – it would have saved her from some disastrous mistakes.

So did Theresa May get anything right? Well, certainly not the Mexican wave on Tuesday night but – as one of my team in Harrogate pointed out – she always wore nice shoes…

I could go on and on – but enough’s enough. The Conservative campaign was easily the most inept in my lifetime. And yes, I know she is still Prime Minster but go back to the end of April. Record approval ratings and a 20 point lead in the polls. It’s the equivalent of a team leading 6-0 at half-time, scoring six own goals and scraping home 7-6. A win is a win, but at what price in the long term? What will it cost the country, the economy and our businesses?

My First 100 Days


It’s not often I compare myself to Donald Trump – well, not this side of the psychiatrist’s couch – but he’s famously completed 100 days in the White House and I’ve now completed 100 days in my new role as the MD of The Alternative Board in the UK.

I haven’t pulled out of any climate change agreements, sacked anyone or threatened wholesale renegotiation of every trade deal that’s ever been made. Instead I’ve worked with some brilliant people and generally had the privilege of running an organisation that changes people’s lives. So thank you once again to everyone who helped to make it happen, and to everyone who keeps making it happen on a daily basis.

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Quite obviously, I’ve had to get used to a few changes. I’m not driving round North Yorkshire anywhere near as much: I see a lot less of Costa Coffee at Clifton Moor…

I’m now in the office at Harrogate for 2½ days a week, working as part of a team of six. I didn’t realise I’d missed the office ‘buzz’ so much. That’s a bonus that I hadn’t anticipated.

…And I’ve discovered another, equally unexpected but far more important bonus. Every month Mags and I are in London, Birmingham, Newcastle and Manchester.

We always go on the train – and it’s a brilliant place to work. (But why, he asked innocently, could I get a mobile signal under Hong Kong harbour ten years ago but still can’t get one on the train between Huddersfield and Stalybridge? I’ll vote for whoever has that in their manifesto…)

As I was saying, a brilliant place to work – and to pick up on a point from last week, it’s a great place to work on the business. By definition you can’t work in the business, so Mags and I have time to discuss strategy, make plans and generally do all the things phones, meetings and the need to pop out for a sandwich stop you doing.

I’ve always liked working on the train. I’ve written before that if you want to think differently you need to be in a different physical location and I get some of my best work done on trains and in cafés, ploughing through as much paperwork between York and King’s Cross as I would in a full day at my desk.

Why is that?

Why do so many of us enjoy working in locations like that, and why are we so productive? And yes, I have been known to play a ‘café soundtrack’ on YouTube when I’m working in the office.

Early studies suggested that it was what’s known as ‘the audience effect:’ that we work better when we have someone to work with and/or compete with – witness the peloton in the Tour de France.

But according to an article in New Scientist, what applies to Team Sky doesn’t – for once – apply to us. The answer, apparently, is that hard work is contagious.

A study was done which involved sitting people doing different tasks next to each other: neither could see what the other was working on. When A’s task was made more difficult B started to work harder as well, as he or she responded to subtle cues like body posture and breathing.

I’ve often talked to TAB members who say their number one criteria for hiring another member of their team is work ethic: now it looks like there’s real evidence to back up that good old gut feeling.

…Except, of course, the evidence also suggests that I shouldn’t be on the train or in the coffee shop. I should be where people are working really hard. So I may hold future meetings in the library at Leeds University – and if it’s still the same as in my undergraduate days, on the same floor as the law students…