The difference between an average medical doctor and an excellent one is the quality of diagnosis. Imagine feeling a persistent headache with breathing difficulties and deciding to go and see a doctor for proper treatment. You arrive at the hospital reception and immediately get ushered to meet the ‘specialist’ doctor. After exchanging pleasantries and explaining that you are suffering from breathing difficulties characterized by persistent headache, the doctors look at you directly and says “you are suffering from headache with breathing difficulties. Go and take say Headaches tablets for ten days.” You would become alarmed. Wouldn’t you? A real specialist…
How to lead a meeting successfully
You have been called for a meeting. And as you take your seat, members nominate you as the Chair for the day. Where do you start and how do you start This is exactly what happened to me sometimes 15 years ago. I was invited at short notice, to attend a client meeting to commence a due diligence assignment to inform the decision to invest in the company. Twenty minutes later, the substantive chairman has not yet arrived. That is when members agreed that we start and nominated me as Chair. Where do you start? I grabbed the opportunity. By…
Hit the iron while it is still hot
It is not easy to hit an iron after it has cooled down. This common knowledge is critical when it comes to marketing and sales. Any sale is a result of hard work. It starts with building relationships through the first point of contact either at a conference or cold visitation to a prospect. It is easier to close a sale with someone you know face to face than one you have never seen especially when it comes to professional services. It is a business of trust. You need a consultant who is knowledgeable and competent. When it comes to…
Feedback advantage: Allow frontline staff to inform policies
Whoever denies feedback to the executive committee (EXCO) or CEO is an enemy to the business success. There must be swift information flow across the organization. Staff at the frontlines of the business are the number one champions of change. They interact with customers directly and know their pains, frustrations, and service offering that bring smiles to their faces. They receive instant feedback on a daily basis. While at a Bank on 25th September 2019, I tried unsuccessfully to find a parking slot so that I could park and proceed to transact in the banking hall. All the free parking…
7 board tools book, the print copy is out
Good evening Team. I have some good news to share. I have printed my much-acclaimed book, 7boardtools. How to get on the board …and Be a fantastic director. This book is redefining corporate governance in Uganda, and the region at large. The feedback from folks who have just bought a copy is overwhelming. You have no reason to admire board members. In the 7 board tools book, I break it down on how to get that elusive board appointment and become a leader others admire and want on their boards. The print copy is available at Ugx. 50,000, when you…
What makes exceptional customer care?
Café Javas customer care is still average What makes exceptional customer care? When you are used to very poor customer service, anyone who gives you average service is seen as outstanding. In March 2019, I visited one of the Café Javas restaurants for a family meal. When asked where to have lunch, my three children – the average age of six years – overwhelmingly named Café Javas. You know the influence the children have on their parents. I turned the car to Café Javas. Keep in mind my wife no longer goes to the restaurant. Apparently, their menu is just…
