The Love Factor: Why Passionate Customers Are Key To Business Growth!

When we fall in love with a product or service, our infatuation knows no bounds. We obsess over it, willing to pay exorbitant prices and wait for months on end. We may brave any weather to queue up for it, just to be among the first to experience it. Once we finally possess it, we may become free and fervent marketers, eagerly promoting it to anyone who will listen.

Our love for a product is infectious, drawing others into the fold until the demand for it reaches new heights. As the company’s success multiplies exponentially, financial analysts herald it as a triumph.

So, how can we make customers fall in love with our offerings? Maybe truly understanding them and showing them ample affection be a good starting point. #lovefactor

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...

You may have come across many labels, like: ‘99% fat-free’ on a juice bottle. ‘Dermatologist tested’ on skin care products. ‘Low carb’ on cheese products. These marketing labels are always true and misleading at the same time. Similarly, the software industry has a...

Good leaders care about two things: the set goal their troops The troops have the potential to attain the set goal. So, the leader servers the troops to be at their best to reach the destination with minimum possible effort and damage. Perhaps, this gives a clear...

What is the cost of my rigidity? The cost of advice that I ignored because I thought I knew more. The cost of not paying enough attention to listening while I was preparing my response. The cost of pretending to be busy and not giving my full attention. The cost of...

Small, consistent positive actions have the potential to manifest big, transformative changes over time. These changes often appear sudden, like when a kid suddenly seems to behave like a grown-up, a player gains instant fame, or a performer becomes famous overnight....

As professional problem solvers, our first task is to define the problem, even when faced with preconceived solutions or impatient stakeholders. This task is very tricky because when we are busy formulating problem statements, other stakeholders are ready to implement...

'Creativity' sounds too positive. For example: The Project lead is creative in managing the expectations of stakeholders. We have to work under the given constraints and get creative in developing a solution. We cannot do what we have always done, it is time to get...

Creativity is in scarce supply. We often talk about it, hear and lecture about it, but seldom experience it in our day-to-day lives. Why? Maybe because our society likes us to fit in with what we have. Maybe because our education system is busy teaching the rules of...

Things, either good or bad; happen to us because of our luck. We have little or no control over our luck, so we may have to accept our fate. Things also happen to us because of our decisions (either a decision or a stack of decisions over time). This is where we have...

When things go south, we are well equipped with the reasons. The reasons tend to be everything else, but not us. For instance: Projects took a long time because of vendors, consultants, and technology, but never due to our lack of project management skills. Similarly,...

Life is constantly pushed and pulled in two directions: day and night. One side urges me forward to do the right thing, make the best use of my time, and achieve steady progression. The other side tempts me towards the dark abyss of boredom, lethargy, and...

Influential individuals who lack the necessary depth of expertise can pose significant risks. While their ability to tell persuasive stories might initially impress us, they can ultimately lead the organisation/project astray, sometimes without notice. They are not...

The best wins are the ones where we achieve our objectives without a fight. So, elimination should be our keyword. Before planning to improve a process, we may want to assess if the process can be eliminated. Before hiring a new resource, we may want to assess if we...

When I make others wait for me in meetings, when I constantly change my mind on decisions, when I keep altering the rules of the game, when I force others to act on my directions, when I speak more than I listen... I may be fooling myself by thinking I hold a position...

We are here to play the game of life. There are wins and losses along the way, but what matters is progression, not winning. We may desire to be at the centre stage of the game, but our position will change over time. What matters is the spirit with which we play, not...

If I am decisive, focused, and hardworking, then I have much to be grateful for. These virtues are blessings, not earned, so there is no reason for pride. Comparing myself to others can lead to a roller coaster of emotions such as pride, jealousy, or envy. This is a...

When I am in a position of power, I clearly see what’s not right. So, I put controls in place to make sure others do the right thing, or can’t attempt to do the wrong thing. However, I keep assuming that I am fine and don’t need checks in place for myself. Who knows,...

Often, in my pursuit of executing and perfecting tasks, I overlook the importance of asking fundamental questions: Why is this activity important? How does it add value to the project, task, bottom line, or risk mitigation? What may happen if I eliminate it? Who truly...

My best friend is the one who opens my eyes to the obvious that I don’t see. They hold my hand, lead me from the front, and push me to notice vital things I might find uninteresting. They make me uncomfortable for my benefit, spot my biases, false assumptions, and...

When we adapt and learn to live with problems, we become part of them. The longer we have them, the deeper they engrave themselves into our lives. After a while, we don’t see them as problems; they become part of us. At some point, we may be lucky to have an outsider...

The question is not that if we can improve something, the question is that if it makes business sense and we have the appetite for improvement. The improvement can be in any dimension. For example, process, automation, communications, efficiency, customer service...

I often hear this: "We want to get a new system that processes payroll (or any other process) with the click of a button." In summary, customers want an easy-to-use automated system. However, achieving this is not just a procurement aspiration but a procurement and...

Sometimes, I find it hard to convince people to act on rational things. I wonder why they do not understand basic questions and address the problems in front of them. I often get perplexed by the thought that people cannot see what is in their best interest—losing...

Common sense is overrated. In theory, most of the world around us can be functional using basic common sense. However, we need processes, procedures, rule books, communications, contracts, legal bindings, and systems to operate smoothly. We may organise massive chaos...

I asked myself: Who have I lost to most of the time in my life? It didn’t take long to realise that I have often lost to myself. I lost when I didn’t keep my promise to commit. I lost when I wavered from the decisions I made. I lost when I knowingly distracted myself,...

If it's clear that the work needs to be done, then we should start it promptly. Sitting on the fence and merely raising issues and risks is easy and unproductive. While learning from past experiences and making informed recommendations is important, these actions...

If the result of helping others is feeling happy about myself, then the help is still superficial since it is based on internal happiness and perhaps pride. A deeper level of help comes when we help not out of volunteer service but out of a sense of duty. When it is...

We all make sacrifices for various reasons. Some of us sacrifice time to earn more money, while others give up money to gain more time. We might also sacrifice our resources for justice, status, legacy, or other goals. Often, we aren't fully aware of what we're...

Perhaps we are all blessed with countless treasures. Perhaps one of the purposes of life is to identify and explore these treasures, using them to make a positive impact.

I'll do it tomorrow. It's not that important. All right, I'll get to it eventually. This pattern of slow responses and procrastination isn't harmless. Lethargy comes at a significant, often unquantifiable, cost. How can we measure the price of missed opportunities,...

As a child, I learned from my environment, teachers, and parents. As I grew older, I sought counsel for guidance and support, knowing I didn't have all the answers and needed help. Upon reaching adulthood, I mistakenly believed I knew everything and began ignoring...

We live in parallel worlds. What is considered right in one country may be deemed wrong in the neighbouring country. It may be primarily influenced by differing cultures and societal norms. These cultural and societal frameworks shape our perceptions of morality,...

Workarounds can be appealing because they provide quick solutions to immediate problems. However, if we rely on them without thoroughly understanding the underlying issues, they can proliferate rapidly, leading to more significant challenges. Over time, a habit of...

The critical KPI for my work is the degree to which I have moved the needle. I may spend time demonstrating the value I add or my knowledge or skills. I may choose to showcase how others are not doing the right things. My critical KPI is the degree to which I have...

When I view the present through the rosy lens of the 'good old days,' the present may disappoint me. However, life continues to move on. Things continue to expand, contract, start, and stop. While it may seem disappointing, perhaps, this is how the world has always...

My achievements give the impression that I am a winner. It could be delivering a successful project or scoring a goal in soccer. It is natural for us to focus on the person closely associated with the final action, whether it's a successful project or a soccer goal....

The pressure of what others think of me often seems unnecessary. My default response is often, 'So why should I bother?' This mindset gives me the freedom to do what I think is right without worrying about impressing others. On the surface, this approach makes sense....

In searching for more, we often overlook what we already have. In routine matters, we fail to understand how to capitalise on our existing skills, relationships, and resources. For example: I may not need new customers; instead, I could find opportunities to offer new...

Self love: When I put myself at the center of the world, my decisions are driven by my desires and comfort. I choose options that are favorable to me. Sometimes I feel a sense of achievement, although it is often short-lived. Love: When I put others at the center of...

Being present allows me to see through other people’s eyes, read their minds, feel their heartbeats, and observe their body language. It guides me to know when to slow down and when to trust my instincts. In moments of presence, I understand my emotions better and let...

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