Review: The Power of Moments: Why Certain Moments Have Extraordinary Impact

The Power of Moments: Why Certain Moments Have Extraordinary Impact by Chip Heath

My rating: 4 of 5 stars

The best recommendation I can give is that I am contemplating providing this book to my new team, as it inspired me to think about how we engage in the most important moments and make important moments alive.

'Our lives are measured in moments, and defining moments are the ones that endure in our memories.'

Every single one of us has the opportunity to turn what we do for each other, and our customers, into truly defining moments from their perspective. Too often we spend time considering what we do in terms of what we achieve, rather than how it will make the moment special for our customers.

'Moments matter. And what an opportunity we miss when we leave them to chance!'

This book provides many memorable moments, some of my personal favourites are:

• 'This is what we mean by “thinking in moments”: to recognise where the prose of life needs punctuation. We’ll explore three situations that deserve punctuation: transitions, milestones, and pits. Transitions are classic occasions for defining moments. Pits are the opposite of peaks. They are negative defining moments—moments of hardship or pain or anxiety.

• 'Beware the soul-sucking force of “reasonableness.” Otherwise you risk deflating your peaks. Speed bumps are reasonable. Mount Everest is not reasonable.'

• 'In the service business, a good surprise is one that delights employees as well as customers.'

• 'Executives who are leading change should be deliberate about creating peaks that demarcate the shift from the “old way” to the “new way.” The heart of change, after all, is the need to break the script.'

• 'Creating more memorable and meaningful experiences is a worthy goal—for your work, for the people you care about, and for you personally—independent of any secondary impacts.'

Specifically, in the financial services sector, 'banks miss countless opportunities to boost customer loyalty by creating moments, and the lack of attention to these moments contradicts banks’ talk about building strong relationships with clients. A relationship in which one party is oblivious to the most profound moments in the life of the other is no relationship at all'.

We all realise that our working lives need purpose, and that purpose is to deliver memorable moments for customers in what they experience in their lives. It is therefore so important 'to defy the forgettable flatness of everyday work and life by creating a few precious moments'.

A great message for each of us to follow.

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Review: Brilliant Blunders: From Darwin to Einstein - Colossal Mistakes by Great Scientists That Changed Our Understanding of Life and the Universe

Brilliant Blunders: From Darwin to Einstein - Colossal Mistakes by Great Scientists That Changed Our Understanding of Life and the Universe by Mario Livio
My rating: 3 of 5 stars

A fascinating book on the "blunders" in science that prove that making errors is all about learning.

I enjoyed this book, which was an audiobook, with the science extremely intersting but very complex.

There are probably 2 versions of this book that should exist - this one and perhaps one less detailing on the science.

A very good read and aligns to another quote I recently read, "I am who I am, and perfectly so. I am not perfect; I am perfectly imperfect in my own unique way. And so is everything".


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Review: Leadershift: The 11 Essential Changes Every Leader Must Embrace

Leadershift: The 11 Essential Changes Every Leader Must Embrace by John C. Maxwell
My rating: 5 of 5 stars

John C. Maxwell delivers one of his best books ever, and in audiobook format it is even more special.

John C. Maxwell provides a template for leadership that inspires and challenges us all to be better. Better people and better leaders.

In the audiobook format it is made even more special with his personal "special" comments at the end of each chapter and the other inspiring people he has speak at the end.

A great John C. Maxwell book for the ages.

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Lifelong relationships

"Mesh businesses are well positioned to constantly improve their customers’ convenience by refining the overall experience, while offering them long-term savings and near-term happy surprises."

Lisa Gansky

Recent events continue to challenge us all to consider our role on this planet, and the importance of thinking about the 'common good' and developing lifelong relationships.

Here in Australia the Royal Commission into Financial Services challenged the attitudes, behaviours and actions of entities and individuals. In the United States, the presidency of Donald Trump, and the actions of his family members and associates, are being questioned as to whether they are truly for the good of all. In the United Kingdom Brexit has divided nations and challenges us all to what is for the 'common good'.

This is a unique time in history, where we need to ask ourselves the question of the individual good versus the 'common good'.

Lisa Gansky's book, "The Mesh: Why the Future of Business is Sharing", is an excellent exploration of the role of enterprises in delivering to the 'common good'.

The book explores a number of key topics, including the conflicts of interest that twist and distort actions and behaviours due to incentives, principles, and what is defined as "great performance".

"The ethic of doing well while doing good has already created wildly successful companies"

Lisa reflects that "the company doesn’t push; the customer pulls". Over the last 30 years the corporate veil, and in particular the 1980s focus on "greed", has left many consumers experiencing terrible service with organisations.

We recently travelled to the United States for a holiday. It has been almost 20 years since I was last there. We understood the expectation of "tipping" when out, particularly at restaurants and hotels (knowing that a key factor in this is the salary levels of those serving). However, we had 3 significant experiences (amongst other ones) that highlighted that the individuals and the enterprise had no interest in providing customer service, yet expected the incentive. 

"Create and embrace teams, tools, and practices that enable a fresh, responsive, and authentic voice"

The first experience was at a restaurant where the employees talked to each other whilst we waited to give our order, then when we got our order they missed a number of items (I am still waiting 3 months later for my drink), and when providing our food they literally shoved it across to us. During this whole time, right near where we were seated, they chatted with their friends and each other the whole time. You could easily think we were inconviencing them in their "home". When we left without providing a "tip", we could hear them judging us for not being nice!

"People relying on your service need to know one thing, first and foremost—that your business can truly deliver on its promise"

The second experience was at a hotel which we attended an expensive event (concert). The concert was extremely disappointing, with the sound muffled & uncomfortable and the performer appearing to lip-sync parts of the performance. Due to the personal impact of the sound, we left early. We wanted to ensure we provided feedback, not to request money back but to help for the next performance. We were passed 3 times to different people, with the ultimate person telling us that "it was not his area" and explaining the structure of their business. I am not kidding, he actually provided the hierarchy of roles and departments! Ultimately I stated, "Regardless of this, you are capable to taking down our feedback and arranging for someone to call us". He stated, "That was a good idea". Once again we did not tip, and once again we heard the conversation with another staff member as we left.

During the whole conversation and as we were leaving, the employee literally showed us he did not care.

"Give more value than the customer expected for the time and money she spent. Tease out ideas for better service and mild complaints from happy customers rather than waiting for loud, unhappy comments with social momentum"

The third example was again in a hotel. In this case we had tried twice to talk to the "Concierge" but due to their work hours were unable to catch them. In each case the referring person again told us about the hierarchy and departments in their business, as to why no one could help. When we did catch the "Concierge" he decided to make a phone call after having finished with the person he was helping before us. With a raised single finger, telling us to wait. When he got off the phone, there was no positive greeting but rather a "What do you want". It is safe to say the rest of the conversation was not much better, with him unable to help us. 

And you can guess what happened as we left this person.

"When a company makes each and every interaction with a customer feel special, she will want to come back and share her delight with her friends"

It is safe to say that we are not planning to return to any of the 3 places in future holidays to the United States.

Lisa's book outlines that there are seven keys to building trust in the Mesh to deliver amazing customer experiences: 

1. Say what you do—manage expectations and revisit them frequently. 

2. Use trials. 

3. Do what you say. 

4. Perpetually delight customers.

5. Embrace social networks and go deep. 

6. Value transparency, but protect privacy.

7. Deal with negative publicity and feedback promptly and skillfully.

These keys are all focused on the greater good and not on our individual goals, objectives or incentives (or tips). Lisa is highlighting that successful businesses truly believe that every customer interaction is important. 

Using our 3 experiences above, it is not about being perfect, but rather in delivering to and above the expectations of those that we interact with, be it customers, family, friends or acquaintances. Things go wrong, we all know that, it is how we engage to deliver the seven keys Lisa outlines.

"...the aim is not to focus only on a single sale. It’s to continually engage with the customer over her lifelong relationship with the brand and its services"

In particular, traditionally many businesses do not want customers to know anything about "how the sausage was made". In particular, transparency with customers was avoided, sometimes aggressively. But Lisa highlights that this attitude is changing rapidly. Customers demand to know more. They want to understand what they’re signing up for. Most importantly, they want to feel they can trust organisations with their information and the experience they will receive.

"When bad things happen, companies should simply come clean immediately. They need to explain how the problem will be corrected. Honesty allows people to give companies another chance. Being straight with the public builds trust"

"The Mesh: Why the Future of Business is Sharing" is an excellent book for all Executives to read and consider. Perhaps through reading this book, and exploring some of the ideas Lisa outlines, all organisations around the world will be for the 'common good'. We will not focus on personal objectives and incentives, and we will all "delight customers".

For if we all do this, then we will have "lifelong relationships" with our customers for the 'common good'.

Review: Prepare to Meet Thy Doom: And More True Gaming Stories

Prepare to Meet Thy Doom: And More True Gaming Stories by David Kushner
My rating: 3 of 5 stars

The narration by Wil Wheaton is amazing; it is clear he understands the topic and has a passion for the world of online and gaming.

The stories are interesting and provide some interesting insights into the gaming world. However, it just lacked it being brought together into key themes and things to consider in respects to gaming and society.

It is worth a read (listen); but is not the deep insight and thematic assessment I was expecting.

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Review: Banking Bad: Whistleblowers. Corporate cover-ups. One journalist's fight for the truth.

Banking Bad: Whistleblowers. Corporate cover-ups. One journalist's fight for the truth. by Adele Ferguson
My rating: 5 of 5 stars

A journey through the ages with the spotlight on the backbone service for all Australians, the financial services sector.

“When profit is the only motive, all forms of corrupt and immoral behaviour can be rationalised.”

This book provides a thorough analysis of the history of some of the issues that have plagued financial services. Reading it should have every person in financial services re-assessing their views of the decisions of today, so we learn from the mistakes of the past.

"The banks would wheel out similar excuses every time a banking scandal erupted – someone else was to blame, it was ‘just a few bad apples’, it happened in the past, few customers had been affected, compensation had been paid and it wouldn’t happen again."

It provides hard reading, but the reality of decisions undertaken by entities across Australia.

A key element in this book, is the focus we as a society have on those that speak-up, rather than listening and being inquisitive about what is being raised. We each play a critical role, in focusing attention on those that have the hardest challenge of all, calling it out.

"Instead of focussing on the wrongdoings, the focus was on the person who brought attention to the wrongdoings"

I thoroughly recommend this for every executive and director in Australia; this provides us all with a lens to take in our future decision making to ensure we all deliver customer-centric outcomes all the time.

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Review: The Five Temptations of a CEO: A Leadership Fable

The Five Temptations of a CEO: A Leadership Fable by Patrick Lencioni
My rating: 5 of 5 stars

The title of this book limits you realising the benefit to every leadership role.

Once again Patrick Lencioni delivers a brilliant book about leadership. The brilliance of Patrick is not just in the way he delivers his great books as a fable; but the way he is willing to use words that at first glance appear challenging and even somewhat controversial.

In this great book Patrick explores the 5 areas, or temptations, that impact every role who is a leader. Essentially covering,
- "status over results"
- "popularity over accountability"
- "certainty over clarity"
- "harmony over conflict"
- "invulnerability over trust"

This resonates with me significantly. For quite some time I have used the following "statements" to push me to grow as a leader, which little did I know relate to these 5 temptations. Those that know me will recognise some or all of these statements.

"Be good rather than look good" = "Status over results"
"Not about being liked, but being respected" & "take ownership" = "popularity over accountability"
"Be inquisitive, listen to all views" = "certainty over clarity"
"Respectful challenge, ask questions" = "harmony over conflict"
"Be vulnerable, call out your own mistakes" = "invulnerability over trust"

Patrick's organisation, The Table Group provides a great summary of this short but brilliant leadership book (https://www.tablegroup.com/imo/media/...).

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Review: There's No Such Thing as "Business" Ethics: There's Only One Rule for Making Decisions

There's No Such Thing as "Business" Ethics: There's Only One Rule for Making Decisions by John C. Maxwell
My rating: 5 of 5 stars

John Maxwell once again delivers a clear and great book for us all.

Ethics is not something different when we enter an organisation, it is the same ethics we have in all our lives. This book provides techniques and guides to staying true to an ethical life, and in essence "do the right thing".

Having listened to this as an audiobook, I cannot provide direct quotes; but the most important "quote" I took from this great book is this, "stay true to living a life that brings love, value and support to those around you".

The critical aspect to this is to not "compete" to be the best, but to be your best.

I recently watched an AFL game and saw 2 players competing and one earning a free kick/pass; the ball dropping to the feet of the other player (the opposition). The opposition bent down to pick the ball up but he did not. He did it again. The other player stood waiting to receive the ball. Finally, on the third drop down the opposition player just smiled. The player awarded the free had to go and get the ball.

Is that how people want to win? Is that the role model for our children? When did we get like this?

The book describes a story of a Winter Olympic games bobsled event where the Italian's, not expected to win gold, performed a brilliant run down the track. They were placed first at that time with 2 competitors to go. The next competitor were the English, who were the favourites. Unfortunately in the run down the track prior, the English bobsled had lost its bolt. This meant they could not do their next and final run.

Hearing this, the Italian's down the end of the track immediately went to their bobsled and removed their bolt. They asked for it to be rushed up to the English. The English were able to get the bolt installed and complete their run. The Italians ended up third.

The Italian bobsledder commented having been asked why he did this, that "I would rather win knowing I had competed fairly against the best and won".

Valuable lesson we should all heed. Ask yourself, would you do this?

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Review: Broad Band: The Untold Story of the Women Who Made the Internet

Broad Band: The Untold Story of the Women Who Made the Internet by Claire L. Evans
My rating: 3 of 5 stars

Interesting insights into the significant impact of critical women who made the internet.

There are so many historical stories here that are never told, which is extremely disappointing; not the least that computing itself was originally seen a predominately female career.

The individual, and inspiring stories in this book provide great insights into the women who made the internet.

Sadly, the author does not explore the stories in a way the engages the reader, but rather leaves you wondering more about these remarkable leaders in technology.

"Broad Band: The Untold Story of the Women Who Made the Internet" is a fascinating read but somewhat disappointing in respect to the depth and the understanding the women themselves. It leaves you wondering too much how they thought about their amazing roles.

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Review: The Truth About Employee Engagement: A Fable About Addressing the Three Root Causes of Job Misery

The Truth About Employee Engagement: A Fable About Addressing the Three Root Causes of Job Misery by Patrick Lencioni
My rating: 5 of 5 stars

I just cannot fault the books by Patrick Lencioni.

The style of a fable, the key messages around leadership and the challenge he puts out there for us all to get better is brilliant.

This book focuses on the "job misery" model of irrelevance, immeasurement (yes he uses a non-word, let's just get over it) and anonymity.

Essentially, he provides 3 themes to address to achieve powerful engagement:
- People cannot be fulfilled in their work if they are not known. All human beings need to be understood and appreciated for their unique qualities by someone in a position of authority.
Irrelevance
- Everyone needs to know that their job matters, to someone. Anyone. Without seeing a connection between the work and the satisfaction of another person or group of people, an employee simply will not find lasting fulfillment.
- Employees need to be able to gauge their progress and level of contribution for themselves. They cannot be fulfilled in their work if their success depends on the opinions or whims of another person.

Another brilliant Patrick Lencioni book.

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