Skip to content

B-SPOKE

Tailor Made for the Man of Action

  • About
    • Contact
  • Binney’s Laws
    • Law of Process
    • Law of Training and Leadership
    • Law of Action
  • Managing Projects
  • Managing Process
  • Managing People
    • Managing Change
    • Managing Meetings
    • Managing Problems
  • What Else

Tag: Customers

Managing Process

Off The Rails: A Bureaucracy Update

October 14, 2020October 14, 2020 Robert J. Binney

Once a Man of Action purchases a train ticket with the Indian Railway Catering and Tourism Corporation, he will forever receive emails; most of them will be in Hindi.
Every once in a while, though, he receives one in English – that may as well be in Esperantu. A journey through the rules of getting a rail refund. Continue reading Off The Rails: A Bureaucracy Update

Faffing About

The Parable of the Holiday Plaid

May 16, 2018June 13, 2020 Robert J. Binney

Demanding more from your customer? Be sure you know how the competition stacks up – while you still have a customer!

A festive story that can be enjoyed the whole year ’round. Continue reading The Parable of the Holiday Plaid

Managing People

What’s The Objective?

May 18, 2017June 7, 2017 Robert J. Binney

Clarifying objectives – that is, understanding the rationale behind expectations – allows a Man of Action to act wisely.

Properly articulating the “why” improves customer satisfaction, response speed, employee engagement, and more.

(Part One of Two) Continue reading What’s The Objective?

Managing People, Managing Process

The Skies Still Ain’t So Friendly

April 27, 2017June 7, 2017 Robert J. Binney

After a few weeks of doing basically nothing, United Airlines’ CEO reached out with… really nothing but an empty email. (Well, they cleared up when he’ll call the cops on customers).

One of many things United needs is to take a hard look at its business processes, and make sure all employees understand their intent. Continue reading The Skies Still Ain’t So Friendly

Managing Process1 Comment

Design Adaptability Into Your Process

January 27, 2017June 7, 2017 Robert J. Binney

A recent run-in with Indian transport and teleco bureaucracy brings into stark contrast the difference between a good “Process” and merely “procedures”.

Some ideas to help make your processes more flexible. Continue reading Design Adaptability Into Your Process

Managing People

Twelve Resolutions for a Better 2017

January 1, 2017June 7, 2017 Robert J. Binney

Don’t let the ball drop on making improvements in the New Year. Instead of quitting smoking or eating fewer carbs, why not try to build some healthy habits in the workplace?

Here are a dozen ideas to get started. Continue reading Twelve Resolutions for a Better 2017

  • View @RJBThinks’s profile on Twitter
  • View rjbinney’s profile on LinkedIn
Create a website or blog at WordPress.com
  • Follow Following
    • B-SPOKE
    • Already have a WordPress.com account? Log in now.
    • B-SPOKE
    • Customize
    • Follow Following
    • Sign up
    • Log in
    • Report this content
    • View site in Reader
    • Manage subscriptions
    • Collapse this bar