Don't Be Fooled By No News: Improving Your Business Feedback Process

As a business owner or executive, if you are experiencing minimal complaints, returns, or incidents, there are two possible explanations. Firstly, you may have exceptional delivery capabilities (Type 1), or secondly, you may have inadequate methods to report such issues – Business Feedback Process – (Type 2).

Congratulations – if you belong to Type 1. However, if you fall under Type 2, there is room for improvement. As busy individuals, we often assume that no news is good news, but this assumption may be misleading. Customers may find it difficult to report complaints, returns, or incidents, resulting in the absence of feedback. In such cases, we may isolate ourselves and pretend that everything is well.

If we genuinely care about customer experiences, it is crucial to understand the end-to-end customer journey and make it remarkable. We must make it easy for customers to provide us with feedback and ensure that they feel heard and valued. By doing so, we can improve our business’s overall performance and build a loyal customer base.

Influence has the power to blind us, yet it can also open our eyes to endless possibilities—sometimes both at once. We’ve all heard remarkable stories: wealthy individuals giving up everything to become monks, monks stepping into UFC rings, or fighters challenging...

I often catch myself thinking negatively about others and making judgments, forgetting that we are all different. Unconsciously, I start comparing others to myself, as if I am the benchmark for some universal human assessment matrix. It’s astonishing how often I fall...

Goals, possessions, dreams—everything we strive to achieve—becomes possible only when we feel good about ourselves. It starts with being in good physical health and maintaining a healthy mindset. When we feel strong and balanced, we are naturally more inclined to...

My world can change for the better if I learn to see myself in the mirror with intention. If I take the time and use my resources to address the recurring challenges I face, I can create meaningful progress. But this requires more than a glance—it demands that I look...

With great power comes great responsibility. With great responsibility comes the need to make wise decisions. With wise decisions comes the need to see through ambiguity and deception. With clarity comes the need to work hard, stay curious, and stand for what is...

There is great value in separating creation from the creator, art from the artist, deliverables from the resource, or products from the brand.When we evaluate experiences based on a brand, artist, or resource, we risk overlooking the essence of the creation itself....

Relationships are about meeting each other's needs—be it love, care, security, responsibility, satisfaction, or integrity. When we invest in maintaining relationships, we are, in essence, fulfilling those needs. We do all the right things—reciprocate, build trust, and...

Not all money feels the same. When I receive a gift card, I like to spend it on experiences that create lasting memories. When money comes as credit, I focus on returns and investments. And when I earn it, there’s little emotion attached—it’s just part of the routine....

I find a deep sense of peace when I return to where it all began. Visiting my family home, living with my parents and extended family, reconnecting with old friends, walking familiar streets, seeing my school, and revisiting places tied to my earliest memories—it all...

What I don’t want is just as important as what I do want. When faced with too many choices, it’s far easier to start by eliminating the irrelevant. In fact, removing unnecessary things is just as crucial to creating something beautiful as adding new ones. Elimination...

My true net worth isn't measured in money or assets—it's the number of people who will stand by me when I’m in need. Life is unpredictable. I may be comfortable today, but tomorrow could be a different story. What defines my net worth is who shows up when I'm in deep...

When things fall beyond our control, the most empowering step we can take is to change our narrative. To move forward, we must alter that internal story anyway. Delaying this shift only prolongs our pain, particularly in situations where we have little influence. If...

One of the defining elements of our character is stability. True strength lies in maintaining our stability regardless of external circumstances. Whether we find ourselves in wealth or poverty, we remain grounded. We approach both appreciation and criticism with equal...

Wishing someone a happy birthday a week before or after the actual day might be upseting for a few. But wishing them exactly at 12 AM? That can truly delight your loved one. Timing is key. It’s not just what we say or how we say it — when we say it makes a world of...

One thing I constantly remind myself is that we are all different. Our differences come from our unique thinking patterns, backgrounds, and life experiences. When I feel frustrated because others don't seem to understand me, I remind myself of this truth. When I find...

Humans are creatures of habit, bound by their behaviours. We tend to act in the same way when faced with familiar circumstances. Someone may apologise for their negligence, outbursts of anger, or moments of unkindness. They may offer excuses, perhaps even sincere...

There are plenty of smart people around. They may work hard, get things done, and remain focused, but they may don't always have the right intent to serve. Some may carry hidden agendas, prioritising personal gain over collective success. These individuals can quickly...

Motivation is fleeting. As leaders, we must uncover solid, enduring reasons for people to act—reasons that resonate deeply and align with their values and aspirations. These reasons must aim for higher moral objectives, inspire a sense of purpose, support the...

Without vision, I am blind, or I choose to close my eyes. My actions are random, aimed at achieving random things. My thoughts scatter in a million directions. My achievements are shallow, disconnected, and fleeting. I find myself shooting in the dark, eyes closed. A...

Most of my regrets stem from thinking too small, not being bold enough, tolerating problems for too long, taking key decisions too lightly, setting my boundaries too loosely, and underestimating my own worth. Too often, I allowed myself to simply go with the flow...

In every project, we cultivate unique relationships with people. We work for people, alongside them, around them, because of them, about them, and sometimes even on them. Depending on the project’s goals, environment, and constraints, it’s essential to understand how...

We make countless decisions every day, many without a second thought. However, some choices are irreversible or extremely hard to change. When we make poor decisions, the consequences can linger for a lifetime, bringing stress and sacrifices as we try to cope. Yet, we...

My worth is often tied to where I am physically present. I may take pride in my achievements and possessions or feel discouraged by failures and life's constant struggles. Yet, my successes and setbacks often have less to do with who I am and more to do with the...

Life is a journey toward the same inevitable destination: death. Along the way, we often forget about this ultimate reality. As we approach the end, much of what we struggled to achieve loses its significance. When the destination feels distant, we tend to live as...

If I think life is tough, I just need to remind myself that it could be even worse. If I feel like I’ve hit rock bottom, I need to ask myself, “What’s the worst that can happen?” From there, the only way is up. The truth is, life can be full of surprises,...

Our challenges present us with countless opportunities to transform. The pain they bring acts as a catalyst for change. We succeed by adapting and embracing new models of reality. We fail by remaining trapped in repeating what we’ve always done.

One of the simplest ways to waste time and energy is by talking about others behind their backs. Even worse is indulging in self-praise while criticising others. It's akin to complaining about how much I dislike the colour purple and lamenting that it refuses to...

Get a couple of kids together, and they will find a way to play. Playing is what they enjoy, and they find every possible way to do it. Somehow, as we age, we start to think that playing is limited to kids. Grown-ups don’t need to play. The reality is that we never...

There is a clear distinction between influence and control. Influence stems from who we genuinely are, while control arises from who we want others to become. Influencing others is liberating—it allows us to have a positive impact effortlessly. In contrast,...

Thanks to technology, my parents can walk again with knee replacements. I can travel the world comfortably, purchase quality products globally, manufacturers can precisely estimate their bill of materials, and logistics companies can ship goods efficiently and...

We move forward, often assuming stability around us. Yet life, in its unpredictable nature, is always ready to surprise us in unimaginable ways. We may label these moments fortunate or unfortunate, but they are just part of life. To truly progress, we must embrace a...

Humans are a reflection of their habits. What we don’t consciously think about (habits) can often be the most dangerous. These habits might relate to eating, time management, or other aspects of daily life. Habits play a crucial role in shaping our personality....

Problems can exist with or without symptoms. Some problems may quietly escalate into serious issues, while others have the potential to devastate individuals or organisations. This is why it’s crucial to actively search for problems before they find us. One of the...

Our successes and failures largely stem from the countless daily decisions we make unconsciously. These decisions naturally arise when we’re on autopilot. We often refer to these decisions as habits or behaviours. But habits and behaviours aren’t just limited to...

When times are tough, hope becomes essential. Yet, too often, we find ourselves clinging to false hope born from traps and distractions. For instance, someone who loses a lot of money at a casino might gamble more, hoping to win it all back. Those facing financial...

Giving advice from afar is easy – it often just involves suggesting a few paths forward. But to truly add value, we must stand alongside those we are advising. We need to immerse ourselves in their environment, understand their daily opportunities and constraints, and...

Forcing others to take action requires my effort, time, and mental energy. Therefore, I must have strong reasons to do so, and it must be a temporary endeavour—just enough to help them cross a minimum threshold and see the possibilities for themselves. For instance, I...

We can become superheroes by embracing what they stand for: They fight for a worthy cause and stand on the side of what's right. They carry themselves with humility, blending in like an ordinary person. They remain focused, letting nothing distract them from their...

We may complain about the weather, politics, our rights, or any number of other things. We might even spend time and energy convincing others how justified we are in our grievances. But perhaps what we truly need is a journey to less fortunate parts of the world. The...

Nature maintains its balance. Day is balanced by night, positive charge by negative, acid by base. The same principle applies to energy, mass, magnetism, and countless other forces. For us, this means that when we exert excessive power, greed, or passion, we may...

Change fatigue and project fatigue are real. Just as real, however, is the endurance required for successful change and project execution. We can choose to keep starting and stopping our transformation journey, giving our staff and project teams time to rest after...

Parents who truly care don’t ask their kids what they need for the next year—they anticipate and provide. Similarly, companies like Apple and Google don’t rely on surveys to determine what we need from them; they lead with innovation and foresight. Insurance companies...

Local Governments offer a wide range of services to their citizens, facilitated through various communication channels. These include interactions between citizens and different council teams. However, providing a unified, seamless experience remains a challenge for...

Have you ever watched monkeys grooming each other? It's such a natural act—they spot parasites on each other's bodies and clean them away. These parasites are clearly visible to others, yet the monkeys can’t see them on their own. We’re not so different. We easily...

I might struggle to fit everything into one bag, overlooking the option of carrying a second. I might work relentlessly to achieve a comfortable life, without considering the simplicity of being comfortable with less. I might invest too much energy convincing others,...

When we adopt the mindset of seekers, we unlock the potential to discover better ways of working, enhancing customer experiences, and improving overall well-being. This mindset is grounded in humility, as it encourages us to recognise that there is always a better...

What value do discussions bring when we’re mentally absent, dominating the conversation unnecessarily, failing to learn, clinging to unchanged opinions, protecting our egos, or refusing to commit to action? Yet, we continue to complain that meetings are a waste of...

When we embark on a journey, it’s never just about arriving at the final destination on time, or using the least amount of resources. Instead, it’s about how well we’ve worked together during the trip—how we’ve supported one another and adapted to unexpected changes....

There are countless books on leadership, thousands of podcasts streaming, and blog posts published every day. Yet, when I sift through all this information, the advice often boils down to the same common-sense principles. And yet, good leaders remain rare. It’s a...

It’s reassuring to see lifts displaying floor numbers as they move, offering a sense of progress. Similarly, when waiting in a queue, knowing our position often brings comfort by setting clear expectations about the wait time. Large displays at train stations showing...

Measuring customer satisfaction and service quality within local governments is a multifaceted challenge due to the sheer diversity of services and communication channels involved. Citizens interact with local governments across a wide range of services, from service...

What is the definition of a successful project? Often, we define success too narrowly, measuring it only against budget, time, and quality. But why not broaden the perspective and take a more holistic approach? The success of a project is about more than just...

There was a time when community engagement meant sitting across from real people, hearing their voices, and understanding their concerns face-to-face. Councils relied on traditional methods like community meetings and public forums, paper-based surveys and...

Change has many facets. On the surface, we may notice one prominent change element, but beneath it, there are often many interconnected layers that demand our attention. Let us consider a few examples:I moved to a new location for work. Beneath this seemingly...

Shallow songs, loud drums, and flashy headlines dominate over deep poetry, classical music, and meaningful essays. Quick snapshots and surface-level engagement have taken the place of rich, nuanced content. Our minds are naturally wired for efficiency, often seeking...

Customer-centric solutions are achievable only when we genuinely put customers at the core of our analysis. This begins with understanding them—their needs, problems, and the scenarios in which they interact with us. For instance, in local government, customers might...

Some people speak up, say things as they are, and confidently tell others what to do. We often perceive them as bold. Then there are those who adapt to their surroundings, prioritise peace over confrontation, let go of trivial matters, and allow others the freedom to...

From letters and faxes to SMS, phone calls, emails, social media interactions, client portals, and in-person meetings, the need for effective communication management has never been greater. With advances in technology, customer expectations are also rising, demanding...

Ratepayers are the cornerstone of a Local Government's existence; without them, the Council's purpose would be questioned. They are the centre of the Local Government universe, yet we often overlook the critical focus on customer experience. Typically, customer...

We often hear about limited budgets and funding constraints when it comes to investing in automation, business improvement, and customer experience enhancements. A common refrain is that only a limited budget has been allocated for initiatives such as ERP selection...

It’s entirely possible that we’re not yet ready to invest in automation or major technology initiatives within our business. Perhaps there’s no immediate need for a large-scale transformation effort. But the path of continuous improvement must never stop. We must keep...

We are often conditioned to measure success solely by results. However, I believe the true measure of success lies in the combination of effort, intent, process, and teamwork. Measuring success purely by outcomes offers only one dimension. A more holistic approach...

Apple products like iPhones, MacBooks, Apple TVs, iPads, and AirPods work seamlessly together. But try connecting Apple devices with Android or Windows platforms, and you’ll experience the frustration of incompatibility. Enterprise software isn’t much different. To...

When budgets are tight, we often ask ourselves: How can we do more with less? But this is a question we should consistently consider in everything we do. How can we achieve more with fewer resources? How can we optimise the investment of our time and money? How can we...

If you think that developing reports for your organisation is expensive, then you need to know how much the following are costing you: Making decisions without factual information Cost of reactive decision-making because you don’t have access to real-time information...

The good old ways have always been working and may continue to work. But that is no reason to avoid change. If those methods take enormous time and resources yet deliver little value, then as leaders, we must take the initiative to transition to better ways of...

Business improvement and technology implementation projects are inherently challenging. When forming project teams, we often rely on Subject Matter Experts (SMEs) from the core business. These employees, while deeply knowledgeable, are usually engaged in their...

If my business outgrows the software we implemented last year, I would view it as a sign of progress and success. Dwelling on the cost of software we’ve outgrown is unproductive. That very software likely played a crucial role in moving us forward and enabling our...

To make a difference, I must take consistent action—regardless of how small, imperfect. My present actions shape the possibilities of the future. They are the foundation of hope. I am committed to the long game. In this journey, every day becomes a lesson—a chance to...

Achieving substantial outcomes within Local Governments often feels like an uphill battle. With limited budgets, resources, and in-house skills, and sometimes a lack of unified commitment from leadership, each department seems driven by its own priorities....

Local governments often struggle with limited budgets, aging IT infrastructure, manual processes, and legacy reporting solutions. Here are a few thoughts for leaders to make a difference in the current environment: Invest as if It Were Your Own MoneyApproach every IT...

Many smaller shires and local governments face challenges when investing in projects due to limited budgets and tight resources, making it difficult to prioritise strategic initiatives. One effective approach is to map all projects based on their benefits and effort...

In essence, process improvement aims to standardise procedures to reduce deviations from an established standard, creating consistency and efficiency across operations. For example, in a Local Government setting, standardising the application process for building...

The long-standing debate between Best of Breed (BoB) and All-in-One (AiO) software solutions is often revisited, yet for many established local governments, this discussion has lost its original weight. Moving from one approach to the other isn’t a straightforward...

I can always earn more money, but I can’t buy more time. Or can I? In reality, I can use my financial resources to reclaim my time by outsourcing tasks, hiring help, or automating routine activities. Money can buy things but it cannot buy happiness. Or can it? When...

Processes surround us in everything we do. While they are often unseen and rarely documented, they underpin every task, whether large or small. When we seek to improve a process, any enhancement is often only temporary unless there is a structured approach to...

We are bound by our own blindness, deafness, and muteness. The deeper issue is our unawareness of these limitations. Even when we become aware, it’s all too easy to let that awareness slip away. True liberation may lie beyond this—where my conscious mind attentively...

I often assume people respond directly to what I say, yet I sometimes overlook that their reactions are shaped by where I speak from. Their responses hinge on my perceived position relative to them—whether that’s social, financial, relational, or in the corporate...

Digital transformation is not a destination; it is a continuous journey. Along this path, failures are inevitable. We may make misguided choices, overprocess trivial tasks while overlooking crucial ones, deviate from established processes, or at times, adhere to them...

At my Council, when I put in the effort with my team to enhance performance and efficiency, it naturally leads to better customer service and a reduced headcount. On the surface, this seems like a significant achievement. Yet, there’s a hidden consequence: increased...

Enterprise process and service improvement initiatives can be highly complex, making it difficult to engage various teams within the Council. Different departments, such as revenue, rates, finance, planning, and building, have their peak busy periods, where urgent BAU...

Change begins from within. Often, we recognise a problem but see it as overwhelming and complex. We might hold onto the hope that someone else will step in and solve it for us. Take, for instance, the quality and efficiency of service delivery within our team. The...

Improving service delivery requires a dynamic approach, combining various strategies tailored to an organisation’s needs. It is crucial to understand that this process is not a one-time initiative but an ongoing cycle of assessment, action, and reassessment. As...

Process improvement is a distinct discipline requiring specialised oversight and strategic focus. Department managers in local governments may not have the capacity or expertise to drive effective process enhancements. Establishing a Chief Process Officer (CPO) role...

Here are some key questions I pose to any project team focused on enhancing business processes “on paper.” By "on paper," I mean the creation of well-intentioned as-is and to-be process diagrams, with the hope that one day these improved processes will be implemented...

Improving efficiency often comes at a cost. Sometimes, there’s no budget for it. Other times, it’s simply not a priority. But stakeholder pressure to improve service is a constant. As decision-makers, this can add stress to our roles. That’s when we can get creative...

Weeds and parasites thrive effortlessly, designed by nature to emerge, exploit resources, and blend seamlessly into their surroundings—often invisible until they’ve taken hold. They may seem harmless initially, but left unchecked, they spread, draining energy and...

One powerful way to become a game changer is to redefine the game itself. When we shift the rules, it impacts everyone—players, stakeholders, and the entire ecosystem. A new rule alters the environment, and that change forces everyone involved to think and operate...

The adage, “We get what we pay for,” often falls short in the realm of B2B procurement, particularly in local government technology projects. When implementing complex solutions like enterprise software, digital infrastructure, or data management systems, cost does...

As executives, our role is to make decisions. Delaying, avoiding, or making hasty decisions is equivalent to neglecting our responsibilities. These actions not only hinder our effectiveness but also create a ripple effect, preventing our teams from moving forward. For...

There are several reasons why local governments struggle to keep up with the pace of technology. One of the most common issues is the lack of timely executive decision-making. Let’s be honest—executive teams are often overwhelmed, juggling too many competing...

We must know enough to be effective.Before I demand anything, I must first understand my needs. When I aim to improve something, I need to have a clear picture of what excellence looks like. When I make buying decisions, I must know what constraints I’m working...

Why do government institutions tend to be inefficient and lag behind in technology adoption compared to commercial organisations?The answer may be this: because they can. However, this is not the full picture. Government inefficiency is often the result of...

If I say to my 10-year-old daughter:"I expect you to keep your room in good condition,"the instruction is clear, but may not fully communicate what I expect from her. If I take a more prescriptive approach that makes sense for her age, I might say:"Please make sure...

Would I do it if it were my own money? Perhaps sincerely asking ourselves this question before proposing a new project, calling a meeting, or entering into an argument would likely change how we act and respond. We might think twice, or even more, before making...

There is a clear distinction between activity and impact, though we often use these terms interchangeably. The common assumption is that more activity will naturally lead to impact. For example: We have executed 450 test cases; Written 500 lines of code; Called 4000...

We are lazy by design. We conserve energy and use the minimum possible brain power. We like to be well-fed and keep ourselves entertained. We crave security and safety. There’s nothing wrong with this. For most of us, it’s simply part of being human. However, to truly...

Have you ever encountered an organisation responsible for offering such a long list of services? Community engagement and events management Infrastructure projects and contracts management Assets maintenance and management Revenue management Planning and building...

To draw meaningful qualitative conclusions, it helps to base them on a solid baseline. I may say I am healthy, rich, famous, and successful, and you may have a completely different opinion about me. In such cases, both of us may be right in our own view. However, if I...

Many problems exist because they are no one’s problem. These problems are owned by no one—they are orphans with no parent. Left unaddressed, these orphaned problems often give birth to even more issues. Take the example of outdated technology in Local Governments...

Being a project sponsor for a technology project is not a title; it is a responsibility. To do justice to this responsibility, one must understand what it truly means to be a sponsor. Business knowledge alone is not enough. As a sponsor, you are responsible for making...

I am a slave to my habits, thinking patterns, and autopilot decisions. I will win my freedom by becoming fully aware of myself and my environment. By staying consciously present and making informed choices, I will achieve ultimate freedom.

Some tasks may seem dull, but they’re essential—think testing software, posting invoices, counting votes, or reconciling accounts. As leaders, it’s easy to rely on authority to push these through, but there might be a better way. A way that works if we take...

As leaders, if we want support from our people, we need to let them know. We do this by being real, showing our imperfections, and acknowledging that we don’t have all the answers. It’s not about being the smartest person in the room, but about recognising the...

Words don’t have a fixed meaning; we assign meaning to them based on our individual perspectives. For example, my definition of ‘beauty’ may differ from yours. This variance applies to many situations. When I ask someone to offer training, manage a project, or handle...

When we struggle to keep up and push out of our comfort zone, we often use lower mental faculties. We may start behaving like children—becoming more irritable, talking more than we listen, arguing, comparing ourselves to others, and becoming emotionally reactive and...

Our best friend may become our worst nightmare. The things we actively avoid might one day become our favourite collectables. Even highly organised people might decide to go with the flow. Life plays with us in mischievous ways. Nothing is certain or for sure. Nothing...

With every response, we are either being lifted up or dragged down from our intellectual level. When I retaliate blindly to teach others a lesson, I lose immediately, as they succeed in pulling me down to their level. But when I return kindness, I win, having elevated...

Perhaps it is within my control to be happy. I can respond to my environment by choosing happiness, allowing my emotions to support that decision and sustain a sense of contentment. Yet, the reality is more complex. In certain situations, it may not make sense to...

Don't let those mean people take your goodness away. They want you to be like them. They want you to act like them. They hope one day you’ll mirror their mean actions. But don’t let them. Keep your goodness intact.

We all make assumptions, and while it may not be practical to validate everything upfront, the real trouble arises when we are unaware of these assumptions. When we don’t consciously recognise our assumptions, we risk believing them as truth. Sometimes, it is too late...

How do you influence others? How do you provide feedback? How do you get others to make decisions? How do you make a sale? There are thousands of these "how to" questions, and millions of tactics preached by countless experts. But in my opinion, much of it is noise,...

Empathy is a crucial ingredient in managing change. It fundamentally shifts our perspective and approach, influencing not only how we think but also how we communicate. As our mindset evolves, so does our language. With empathy, we can bring people together and guide...

Life is not fair, and there’s no inherent logic within the randomness that surrounds us. Events unfold without necessarily having a reason, and nature neither works for us nor against us. When we place ourselves at the centre of the universe, we fall into the trap of...

On autopilot, we often make assumptions about outcomes, judgments about others, and decisions about future events. More often than not, we convince ourselves that we know what we're doing. However, if we were to keep a log of our thoughts and decisions, we might be...

Change resistance is often one of the late stages of change management. Prior to resistance, organisations typically face change avoidance and ignorance, where employees play the ‘we’re busy’ card and sideline change communications. The first challenge, therefore, is...

When we set aside our ego and begin our search for truth, we share our narrative—how we see the world, the problems we face, and the challenges we encounter. Our blind spots, limiting beliefs, and opportunities may be hidden from us, but they are often clear to...

Life is strange. I assume things will stay as they are for a while, but I watch as life turns upside down in the blink of an eye. At the same time, I see it soar to new heights from seemingly nowhere. There’s no logic—just pure randomness. Givers become seekers, and...

Nothing I write would make me any more special, as AI can write better. But that doesn’t mean I should stop writing. There is value in putting thoughts on paper, formulating plans on Gantt charts, drawing pictures on whiteboards, and meeting people for open...

When my problems overwhelm me and things are getting out of hand, frustration grows and negativity fills my brain. There's a high chance that I'm self-obsessing, thinking about myself a little too much. To improve my condition, all I need to do is look outside at the...

We often hear that we cannot control others; we can only choose our response. It is true that we should take full control and ownership of our response. However, others' behaviour often shifts based on how we present ourselves. While we may not directly change others,...

When life feels challenging and we find ourselves helpless, it often doesn’t mean there’s no way forward. Instead, it’s a sign that we’re exhausted and frustrated with the current situation. Our mindset gets trapped in a negative spiral. Often, it runs its course,...

Checklist to Live Life: The environment does not sway my heart. I work with no expectations. My goals are rooted in the amount and quality of my work, not in the pursuit of outcomes or results. I observe the unity in all things and the all-encompassing nature of one....

Alcohol, drugs, and other substances that can alter your state of mind are just one form of poisonous consumption. They are substances, and excessive intake is called substance abuse. However, we are exposed to many other forms of poisonous consumption. The following...

Not every problem is our problem. However, we may be impacted by problems caused by others’ actions or inactions. We can choose to point fingers and wait for others to solve problems that affect us. But by doing so, we give away control over our own fate. Perhaps, a...

The transformation starts from within. As leaders, when we have the right intent to serve, drive change, and commit to a worthy cause, we naturally influence other like-minded management staff. This influence, in turn, extends to others, and positive change propagates...

People who have nothing may find themselves content, driven by the quest for more. Conversely, those who seemingly have everything might grapple with inner emptiness, turning to minimalism in search of meaning. Some of us offer freely what others would kill for. While...

To truly listen, one must step out of their own shell. It is a vulnerable yet powerful position. When we emerge from our shells, we are open to absorbing and feeling the emotions of others. We are no longer distracted by the echoes of our own thoughts. Listening goes...

In good times, I can talk about philosophy and life. I can preach positivity and staying calm during challenges. You may see me as a positive and intelligent person. But when times are rough, I want to allow myself to feel sad, knowing I’m not living up to my own...

Sometimes, our next steps are not clear. Things become ambiguous, and we lose our sense of direction. Often, discussions and our thinking don’t lead to meaningful progress. One must start by taking small, deliberate steps. We still may not see the next steps clearly,...

When I feel stuck in the same routine and find it hard to know my next step, I often keep shooting in the dark without any meaningful results. The problem isn’t about capability, courage, or risk appetite. It’s that I keep trying to see a new picture through the same...

Business-As-Usual (BAU) work is like engaging in ongoing warfare. Day in, day out, the troops are busy maintaining the front lines, managing the constant demands and challenges. Project work, however, operates like a special task force: its mission is to develop...

If death is the ultimate truth and I have no clue when I will take my last breath, then the present moment is all I truly possess. This very instant has become the most valuable time I have ever had. Plans, goals, and aspirations matter. They provide direction and...

Distance can strip away feelings of joy, pain, and sorrow. Over the phone or web, I may pretend that life is fine, even if deep inside I feel miserable. Those feelings, though hidden, are real and affect my work and family life. That’s why it’s essential to...

If given the choice, we often lean toward laziness rather than proactivity. We conserve our mental energy and focus on tasks only when they seem significant. Tasks become meaningful when our name is attached, when we’re clearly accountable for their success, when we...

Our fate is shaped by our decisions, actions, and what we learn (good or bad). It's entirely possible that luck could override all of our efforts, making our deeds seem irrelevant. Similarly, we might work hard and still be too unlucky to see the rewards. The reality...

The goals, desires, and aspirations I had in the past seem to hold little value today. Once achieved, I found myself searching for more. Their importance lasted only until the moment I reached them. This makes me wonder: things that feel essential to us now may lose...

The strength of character is determined by the courage to act. Change demands that we consistently embody this strength, facing challenges with resilience. Transformation begins when the community, united, mirrors this character in a shared direction. It all starts...

Even when two project managers (PMs) demonstrate equal hard work and skill, their internal goals (intent) ultimately shape the project outcome. As leaders, we must recognise these goals, which are crucial to the project's success. Take, for example, the first PM who...

We may take pride in being busy. However, we can be busy due to many wrong reasons, such as; firefighting customer complaints, employee HR issues, rescuing bad projects, and undertaking manual labour where automation is so accessible. Most living beings on our planet...

Life moves on with the faith that the future will be brighter. There is light at the end of the tunnel, and it’s worth pushing ahead despite the struggles. We hold countless hopes, desires, and assumptions that the seeds we sow and nurture will grow into strong trees...

We can be good. But first, we must know what good looks like. The standard response to the following questions is often – Yes, we are good! How well are your business systems supporting your current and potential future needs? How are you managing continuous business...

Leave life alone, and it will complicate itself. When we are on autopilot and in the mad rush to satisfy society’s dumb norms, we do not help either. We complicate our life even further. For instance, We may not need more. We may not need to wait for weekends or...

When the resources are limited, and we have no clue how much more is left, we must be concerned about spending them. One such resource is our time. So, I must first develop clarity on my end goals to effectively utilise this valuable resource. Then, I must satisfy...

“When I earn over $150K, I will be happy.” Vs “I am happy and will earn over $150K.” “I want a leadership position so that I can lead people.” Vs “I lead people and will be in a leadership position.” “I will retire early and live my life to the fullest.” Vs “I am...

Strategic initiatives are important but often not urgent, making it easy to deprioritise them as organisations focus on immediate tasks that require attention. As a result, many organisations remain entrenched in day-to-day operations, continuing with outdated, manual...

Imagine a surgeon who is about to go into operation theatre, and he is agitated. His tense face makes others in the room concerned and too tense to operate effectively. We may all agree that the operation's success is at serious risk. Now, think of the corporate...

It is often perceived as safer to adopt a more conservative approach—think twice, proceed with caution, and ensure a measured response. Let others make decisions when needed, providing a shield to cover and protect yourself. This way, you gather enough evidence to...

Firefighting in business is becoming the norm. Managers and executives are constantly fighting fires lit by shortfalls in services, employee issues, the sales pipeline, systems and change management issues, and much more. It is a vicious circle as well. When capable...

My weaknesses hide behind my inability to take and stick with my decisions. My sufferings stem from being on autopilot and not being present now. My immaturity shouts out when I pretend to know it all. My foolishness manifests when I think I am controlling the stage...

Decisions require mental resources, and because our brains naturally seek to conserve cognitive energy, we often stick with past choices, even when we have the option to change. This tendency is evident when selecting service providers, like banks, insurance...

It often requires excessive effort to maintain appearances and seem competent. Most of us would rather win an argument than foster a meaningful interaction. I believe that by focusing on contributing to others' lives and prioritising their needs over my own...

I can truly give back to the community only when I genuinely own something. To truly own it, I must have complete control. But the highest form of service may come when I lose myself and recognise a single master within everyone I serve.

Many things we are obsessing or stressing about would not matter in a few months. Most people around us are busy with their lives and pay little attention to our failures and shortcomings. Even if they know, they will forget in a few months. Most of the decisions we...

Consider these questions: Should I invest in real estate? Should I quit my job and start my own business? Should I invest in automation within the business? All significant decisions are difficult. There are too many moving parts and many things we don’t know....

For goal setting, we are conditioned for ‘more’. For example, we may have targets in gyms to lift more weight. However, learning different sets of exercises may be more beneficial. Alternatively, we may gain better results by sticking to the exact weights, increasing...

Today's results stem from our past input and decisions. If the outcomes are positive, it doesn't necessarily mean we're on the right path. It doesn't mean we should immediately change course if they're negative. Instead, results provide a valuable opportunity to...

Many of us are sacrificing today to have a secure and prosperous tomorrow. I am referring to the sacrifices of not living fully today but hoping to live tomorrow. These sacrifices are to push on with time, play safe, and not take risks. This could be our plan. But...

I may claim my good deeds are for others, but often, they are for me. They are likely to keep me happy and fulfilled, boost my ego and pride, and make me a little happier after thinking about them. While they may appear noble and service-oriented, they can often be...

As leaders, we cannot directly change our people, but we can change the working environment that may influence our people. When it comes to changing environment, the change must start from within. So, we practice what we are preaching to others. If we want others to...

It is easier to be vague and add multiple disclaimers in one sentence. With some practice, anyone can learn to be slippery so others cannot get us on their hook. Committing to the outcome with definitive time and deliverables isn't easy. But this commitment and...

I am blessed with the trait of getting uncomfortable in a comfortable position. When things become repetitive and simple, my mind starts to ponder new challenges. This keeps me on my toes and helps me become a better version of myself. It's not always a good story...

Our level of arrogance is directly proportional to our level of success and inversely proportional to our level of maturity. This could explain why: Companies that were once on top are seen nowhere now. Top performers found themselves out of touch and out of the...

On the path to achieving goals, I work hard and try to do the best I can. However, I've learned that it's crucial to maintain a balance. When I stretch myself too thin, other parts of life, such as health and family, start to suffer. It's a constant juggling act, but...

The history of craftsmanship is a testament to the inevitability of technological advancement. Those who failed to adapt and effectively use tools in their trade were eventually left behind. Tools are designed to make craftsmen more efficient, effective, and creative....

I may dismiss high achievers by thinking, 'What sets them apart? After all, we all breathe the same air.' But their distinction lies in what they do with the opportunities they have. Their actions, habits, values, and even luck have shaped their success. They are...

It is convenient to open the door closest to where I am now. After all, it makes sense. Why search for new paths when I can try to open the door in front of me to move on? However, when the door does not open, I have a perfect opportunity to grow. This growth can...

Every day, I get into hand-to-hand combat with these champion time busters. Procrastination Boredom Allowing work to expand to the timeline without adding additional value Postponing major decisions Active distraction by (mobile, emails, shopping sites) Doing...

When decisions and judgments are complex, over-analysing does not improve our situation. We are likely to be better off first understanding our current state of affairs: What is at stake? For example, software projects, company acquisitions. What can we lose? For...

Ideas constantly fall out of conversations. Some are ordinary, others can be good, and a few are great when we get lucky. As leaders, we are not listeners, but miners. We keep mining until we get some good or great ones out. We mine by controlling the discussion...

As leaders, rational decisions are expected of us. However, our choices are biased by our moods, environment, recent wins/losses, personal preferences, love/hate, most recent decisions, time availability, and countless others. Hence, let us not assume that we are...

If I am not here forever and leave everything behind, then there is nothing I can achieve. After all, I may only attain something if I can keep it with me forever. I would instead learn to be more present and utilise life fuel efficiently because that is perhaps all I...

Saving money is good, but often it is silly to save on: Investing in cheap software Finding stingy workarounds to optimise software licenses Holding payment of vendors and pushing ways for additional discounts Finding the cheapest possible resources and consultants...

One thing that binds us together is our ability to demonstrate that we care. We care about the well-being of members of our team. We care about their personal goals and aspirations. We understand their circumstances, limitations, and constraints. We know where they...

Enterprise software is an expensive endeavour. There is a considerable cost involved in licensing and implementation. Sometimes, it may be overwhelming. We may question whether investing in and committing to implementing enterprise software is wise. To reach any...

Make a selection from the following: Learning to play: Guitar Vs Clarinet To be: CEO vs. Small Business Owner Buying watch: Rolex Vs Grand Seiko Most likely, you will pick the first option. Why? Because they are more cool, raise our status, boost our egos, and make us...

My indecision in improving my business is a form of self-harm. While I may have excuses like being busy or thinking business improvement projects can wait, this lazy decision-making costs me. Our businesses need our love, care, and sacrifice. It’s not wise to keep...

Who I am and what I can be are fundamental questions that I must consider seriously. The first can enlighten me about myself, and the second can remind me of the opportunities I might miss if I don't explore the path of possibilities. This introspective journey is...

What I did yesterday looks ordinary today. The artifacts I delivered a few weeks ago need updates, and there's much room for improving our current processes, software, and tools. I am not one to settle for doing what we've always done. My commitment to constantly...

We service our vehicles per the set schedule to ensure they function correctly. We check many things before going out on a journey. Similarly, it is good to consult a doctor occasionally to ensure our wellbeing. But how about our organisation? An independent health...

Good listening is not enough. Before we listen, we need to have an environment where others can speak comfortably. They open up and talk from their hearts. They express themselves with full faith and trust in us. Getting to the positions where others open up to us...

Yes, I can see that others are better players. They have been more successful and privileged. They are blessed with natural strengths and skills to succeed, and I accept and respect that. I have been sad about this for some time, but I have learned to admit and adopt...

One of the most common requests I hear is the desire to have everything in one system. While this aspiration is understandable, the ideal approach is to create a seamless working environment that integrates existing business systems. This practical solution allows...

We often test the patience of our most patient teammates. Hardworking employees often get more work. We often get lazy while reviewing the work of perfectionists. The above examples have one thing in common: we are lazy by default. It's important to recognise when our...

Exhaustion is a real thing. It not only affects our thinking, patience, and decision-making, but if it lasts too long, it can raise our stress levels and cause burnout. This should be a concern for all leaders. Technology projects are a battle against the status quo....

If you have an important meeting at a new place, you research the route and prepare for the journey. Similarly, when it comes to selecting and implementing enterprise software (ERP/CRM), learning from others who have been there before can be invaluable. However, we...

In business, the BAU (Business-As-Usual) work keeps the lights on, while the project work is the key to making the lights shine brighter and pocket more. It's crucial to strike a balance between these two. Businesses often struggle to keep the lights on because all...

Before making hiring decisions, we follow a set process to ensure that the new employee is capable and fit for the job. Similarly, with defined criteria for business projects, we can significantly increase our chances of success. However, we do not appear to have any...

Our decisions, seemingly insignificant in the present, have the potential to shape the lives of those who will come after us. We are not just making decisions for ourselves, but for the generations that will inherit our choices. Inheritance of material and wealth is...

It's easy for me to make choices based on my past experiences. I've developed a preference for certain dishes and coffee, and I've found comfort in the same restaurants over the years. I stick to clothes of known brands, sizes, and styles, all based on my past...

Effective communication is akin to crossing a bridge to the other side and connecting deeply. Often, we remain on our own imaginary islands, leading to communication gaps. To mitigate this issue, we must cross the bridge and understand others before seeking to be...

When I think of others as superior, then my energy is likely to be spent on impressing the other person. When I think of another person as inferior, my energy is likely to be wasted on boosting my pride and ego. When I am at a stage where I see all as one, my energy...

I have no control over my birth or death. Much of what I do aligns with what others in my age group do, suggesting that the aging process influences the broad direction of my evolution. My environment, genetics, and experiences shape my thinking. Overall, I may have...

Working with great leaders is like riding a powerful tide; their presence propels us forward seamlessly. They alleviate our burdens, like painkillers, helping us forget our struggles and reach our full potential. These leaders leave an indelible impact on us,...

Our common perception of an organisation or team is a top-down hierarchical structure. The executive and management sit at the top and actual workers are at the bottom of the hierarchy. While it is a typical representation, it is often too wrong. Maybe we need to...

After working hard to attain reasonable positions of power, status, wealth, and luxury, I realised that they are reasonable goals to aim for. These goals are good because, when I attain them, I realise that they are not the end. They are rather a manifestation of my...

My Karate Sensei teaches us to always be in a stance. As we move around, kick, and punch, we transition from one stance to another. A stance represents power and stability. When we maintain our stance, we have a better chance to protect ourselves, attack, and win....

Business capability development requires our capacity. In other words, we must have the capacity to work on the business to improve its capability. However, if the entire staff is fully utilised in operations, we will continue to stay where we are today. So, if we...

While playing it safe, taking little risks, saving cents but losing dollars, sweating the small stuff, keeping things secret, and trying to get more from others than we give, we are likely to make little progress. Big leaps of progress require a clear goal and the...

Digital Leadership Daily Dose

You have Successfully Subscribed!