A Job Done Well

Send us a textIn this episode, hosts James Lawther and Jimmy Barber study unintended consequences and how they affect you personally and in business. Their discussion ranges from Donald Trump's tariffs to the introduction of Cane Toads in Australia and the invention of the microwave oven. They also share the unintended consequences that have impacted them personally (both positively and negatively). Most importantly, the hosts also explore why these things happen and how to avoid them from derailing your work.As a bonus, you can learn about the perils of gardening and the joy of realising that you have stopped sitting exams!

Send us a textIn this episode, host James Lawther and Jimmy Barber discuss some common 'corporate myths' that hinder performance at work. They explain that while targets will drive performance, it necessarily result in the performance you want, the fallacy that senior management has all the answers, and the misconception that long hours equal productivity. They also highlight the value of small, tactical improvements over big strategic projects, the benefits of treating suppliers as partners, and how introverts can make exceptional leaders. The episode wraps up with a reflection on social media perceptions versus reality, emphasising the need to focus on genuine rather than perceived performance. If you have any 'corporate myths' that you'd like debunking then please get in touch!And we also learn what James has in common with Pedro Pascal, and it's not highbrow French films!

Send us a textThis week, hosts James Lawther and Jimmy Barber delve into the topic of midlife career changes with expert coach Jess Spiers. They explore how to think about and approach a career crossroads - a point we all face at some point in our lives. Jess shares her own journey from digital content creation to career coaching, discussing the importance of clarity, confidence, and action in making intentional career choices. The conversation emphasises the importance of identifying values, super strengths, and transferable skills, while also addressing limiting beliefs and fears. Jess offers insights on how to develop a practical and actionable plan for a fulfilling career and life. The episode underscores the relevance of these strategies at various stages of one's career, not just at midlife. To find out more and get help with your career choice, Jess can be contacted at Twenty Twenty Coaching | mid-career coaching

Send us a textThis week, hosts James Lawther and Jimmy Barber welcome special guest Vick Grimes, a project management expert, to help them refine their delivery skills. Skills which are critical for everyone at work.They explore the need to create clarity, define processes, manage stakeholders, and sustain change. The discussion covers strategies for getting things done effectively, including breaking down tasks, managing risks, and recognising small wins along the way. Whether you're leading a complex project or tackling daily tasks, this episode offers practical advice to improve your performance and enjoyment at work.You will also be reminded of the power of laughter and sunshine to improve your mood, as well as the importance of choosing the right film to watch with teenage children.

Send us a textIn this episode, hosts James Lawther and Jimmy Barber are joined by Rachael Edmondson-Clarke to dive into the importance of understanding and aligning personal and organisational values to boost performance and enjoyment at work.Rachael explains how clarifying personal values can significantly impact your happiness and satisfaction, leading to a more fulfilling career and life. She guides James and Jimmy through a values elicitation exercise, demonstrating how to identify and align those values with actions and decisions. They also discuss the dangers of organisations claiming they value something when they don't.You'll also be treated to improbable films and unfulfilled cowboy dreams!

Send us a textDid you know the sense of 'belonging' at work improves performance by 56%, reduces attrition risk by 50% and decreases absence by 75%...Want to find out more? Check out this week's episode where hosts James Lawther and Jimmy Barber discuss why belonging is so important and why it's not just changing your behaviour to 'fit in'.Research, examples and mildly "amusing" anecdotes help bring the subject to life and provide pragmatic ways to unlock the sense of belonging and reap the benefits of satisfying this basic human need.You will also hear from the biggest April fool of recent years and receive a health warning regarding macho behaviour in the gym!

Send us a textIn this episode, James Lawther and Jimmy Barber are joined by leadership development guru Frank Devine. Frank shares insights about which methods of leadership development work and which don't. After a long and varied career within HR working with some of the best organisations, people and academic research, Frank shares what he has learnt testing different "best practices". His research led him to develop the Cathedral Model (check out this link or visit the episode web page to see a diagram). It emphasises skills like recognition, coaching, and constructive feedback. We also discuss the pitfalls of traditional reward systems and the importance of creating a culture from the bottom up.Tune in for practical strategies to enhance your team's performance and drive organisational success. You can also hear James and Jimmy's latest successes... a daughter landing a job and a punter landing tickets for the FA Cup semi-final—no prizes for guessing which is which.

Send us a textIn this episode, we dive into how to make more money at work while still enjoying what you do. We chat about everything from the difference education makes to earnings, choosing the right industry and company, to the importance of ongoing development whilst climbing the corporate ladder. We share our stories and tips on networking, moving companies, and why enjoying your job is as essential as your paycheck! Plus, we discuss the downsides of focusing too much on money and why it doesn't always equal happiness. We also both have new gadgets this week. James's nine-year-old iPhone finally breathes its last, and Jimmy realises a new remote control is cheaper than a new TV.Tune in for a mix of practical advice, humour, and some hard-earned 'wisdom' on balancing money and job satisfaction.

Send us a textIn this episode, we are joined by Amanda Gilbert, and we dive deep into collaboration in the workplace. We discuss the importance of collaboration, how to achieve it, and the common corporate pitfalls that can prevent it.  We share practical steps for setting up collaborative environments, building trust among team members, and achieving shared goals. We also highlight real-world examples of successful collaboration and provide insights on leveraging collaboration tools and techniques. Tune in to learn how to enhance your team's performance and achieve better results through effective collaboration.Plus, we discuss what treats Mrs Lawther is getting for her birthday, the plight of children leaving the nest and a great TV box set recommendation.

Send us a textThis week, we delve into the intricacies of leadership power and its impact on workplace dynamics. We explore power's misuse and ethical implications, highlighted by current events and personal experiences. We also share our 'research'  and insights - all aimed to encourage self-awareness for leaders to wield their power conscientiously and effectively for positive outcomes. You can also see if you are more intelligent than James by benchmarking your scores on LinkedIn puzzle games!

In this episode, we are joined by returning guests Amanda Gilbert and Dawn Wray to discuss the pervasive impact of fear in the workplace. We explore various sources of fear, including individual anxieties, interpersonal dynamics, and systemic issues. The conversation, featuring personal anecdotes and professional insights, highlights how fear can hinder performance and well-being and occasionally serve as a motivator in specific contexts. It discusses key strategies for overcoming anxiety, such as gaining perspective and leveraging support systems.The episode emphasises the importance of normalising conversations about fear to improve organisational culture and everyone's performance and enjoyment at work.

'The wise learn not only from their own mistakes but also  from the missteps of others.'In this episode, we discuss the challenges faced by the US Department of Government Efficiency (DOGE) as it attempts to cut federal spending and modernise technology under President Trump's agenda. We discuss Elon Musk's cost-saving playbook, the risks of the approach, and most importantly, some suggestions on better ways of saving cost - by focusing on purpose, finding the right opportunities and listening to employees. Could we do a better job than Elon? Have a listen and you decide!Plus, you'll discover James's latest middle-class gadget and how Jimmy's dog, Bear, is spending his newly found fortune!

In this episode, we welcome guest Adrian Swinscoe, an author, researcher, and advisor on customer service and experience. Adrian challenges the underlying management beliefs that you should try to manage revenue, cost, and profitability and explains how you can create better organisational outcomes by focusing on your employees and customers.The discussion also covers the shortcomings of chatbots, artificial intelligence, and the desire to control “the customer experience”.It is all about inputs and outcomes. Listen in to find out more.

Bernie Smith, KPI guru, is back to help us find 'gold bars' - those vital measures that drive business success. Bernie shares a simple three-step method for unlocking those gold bars, using examples as diverse as predicting an international incident from pizza sales data, spotting a COVID outbreak using scented candle complaints, and calculating the number of piano tuners in Chicago.Despite being an analytical love fest, this is one of our most entertaining and informative episodes. (They only briefly discuss celery cell growth and paper moisture levels!)

This week, we are joined by KPI Guru Bernie Smith - world-renowned expert and author of 21 books...Bernie has made a career out of successfully helping people from across the globe to identify how they use KPIs to unlock performance. In this first episode, Bernie shares how to identify the KPIs that will give you the edge with practical insights and engaging stories. It is hard to believe that KPIs can be so interesting.And, of course, we'll get another dose of middle class smugness from James as his Volvo and its heated seats give him the edge this winter!Next week, Bernie will be back to help us unlock 'gold bar' KPIs

This week, we hear more from Leadership and Wellbeing Guru James Carrier.Following last week's episode, we discuss who's responsible for wellbeing, and if this is such an obvious thing to invest in, what gets in the way? Why do many organisations tick boxes rather than invest in their employees' wellbeing, improving the workplace and, ultimately, performance and results? Much to James L's delight, JC has a model to help you think about and take action to improve your wellbeing.Full of thought-provoking insights and pragmatic tips on improving leaders' wellbeing at all levels. Don't miss what JC has to say!

Wellbeing – is it another corporate buzzword, a moral responsibility or an investment in future performance? This week, we are lucky to have James Carrier joining us to discuss wellbeing at work. How do we define it? How do we measure it? How do we improve it? Why does it matter?What are our responsibilities for our personal wellbeing and those around us?James Carrier is thought-provoking and insightful as he challenges our actions and beliefs. This isn't just an exercise to see how many Jameses you can get on one podcast! 

Throughout our work lives, we change jobs - sometimes, we get a promotion, move to a new organisation, or move within a company. It happens all the time.Often, the initial transition can be bumpy and influence your entire tenure in a role, so this week, we explore some ways that you can ensure a smooth transition and maximise the impact you have in a new job.Preparing for new responsibilities goes beyond the usual inductions or initial training. We share a tried-and-tested (by Jimmy, at least) model from Michael D. Watkins, and we will also help you plan any transition so you can start in your new position as you mean to go on!You'll also learn why James has a phobia of office furniture and question whether Donald Trump prepared appropriately for his new position.The First 90 Days, Updated and Expanded: Proven Strategies for Getting Up to Speed Faster and Smarter: Amazon.co.uk: Watkins, Michael D.: 9781422188613: Books

This week's special guest is Graeme Rainbird, a Leadership expert and self-confessed question addict.Questioning is something we do daily, but with little thought, Graeme talks about the power of questions for shaping outcomes and relationships and gives some hints and tips for asking great questions. It's an easy but impactful win, so check out what Graeme says.This episode was recorded a few weeks ago, so you'll also get an insight into our attitudes and ability to ice skate!Get in touch with Graeme to learn more about the power of questions and all aspects of leadership. Contact: graeme.rainbird@peoplebusiness.co.uk or visit his website:People Business: HR Consultancy - L&D Experts

You or someone near you suffers from one of these.....This week, Steve Shutts joined us to discuss energy-limiting conditions, which impact 15 million people in the UK or 1 in 5 in the workplace. These conditions are a silent challenge for many, often not talked about or understood, and consequently negatively impact many people's working lives.Steve shares the extent to which these conditions impact people, provides insights into how to make the workplace inclusive for people with ELCs, and discusses the benefits this can bring to individuals, teams, and organisations. We will all work with people with ELCs, and many of us suffer from an ELC ourselves, so take the time to educate yourself on this subject and the great work the charity ASTRIID does in this space. 

On average, we spend 28% of our working lives in meetings. So how do we make the most of this time and ensure meetings are productive and positive rather than "hours of my life I won't get back."? This week's podcast discusses the importance of meetings and how we fool ourselves by using them to define our status and importance. By following some simple principles, you can turn the corporate treacle into an invaluable investment of your time and your organisation's money. After all, you don't want to waste a quarter of your time at work!If you want to make your meetings work, please contact James Lawther or Jimmy Barber.

Happy New Year!We're back and starting 2025 on a high with a special guest: Patricia Brooks, a high-performance strengths coach.Patricia shares the importance and value of knowing what you are good at and her model for identifying, owning, and leveraging your personal strengths. This approach is invaluable for us all, as we perform better and enjoy our work more if we concentrate on the areas we excel at rather than constantly focusing on our "Development Areas."To find out more by contacting Patricia via:LinkedIn - https://www.linkedin.com/in/workplace-culture/FREE training for individuals - https://genevapearl.com/home-page-3284Geneva Pearl website  - https://genevapearl.co.uk/For a strengths assessment personalised report, contact Patricia at  coaching@genevapearl.co.uk and claim your free Personal Growth Practical Guide or book time with Patricia for an exploratory call.

We end the year with our version of the 12 Days of Christmas – a light-hearted look at some seasonal insights to help you over the festive period and into 2025. Amanda Gilbert our Learning and Development Guru attempts to keep us in order as we cobble together insights on habits, collaboration and how to behave at Christmas Do's. Thank you to everyone for listening, sharing, following, and supporting the podcast this year. We hope you all have an amazing festive period and a great 2025. If you're lucky, Santa won't be taking advice from James this year – when you've listened in, you'll know why! We hope to see you all for our next episode on January 7th.  If you want to help others less fortunate than yourself this time of year, Olio - Your Local Sharing App is a great place to start. 

Free advice from two old men, but is it any good?This week, we explore 'how to manage your career' - a subject often discussed, rarely taught, and where perfect answers don't exist. We have both had decades of experience—good and bad—trying to make the most of our careers. So, we thought we would share some of the dilemmas we faced and the insights we have gained. If our expertise isn't enough, maybe Baz Luhrmann's advice from a classic 90s song will be an adequate substitute. You'll also hear about our recent experiences at Christmas markets and how to negotiate with cranky Immigration Officers!If you want more (and why wouldn't you?), let us know by contacting James Lawther or Jimmy Barber.

This week is the second part of our conversation with Gestalt Therapist Dawn Wray. Dawn explains the "five explorations", questions that will help you deepen your understanding of yourself and improve your relationships with the world around you. She also shows how your past can affect your future. If you are 'curious' and want to learn more about the subject, please contact Dawn at the Listening Collective.

This week, we will see the first of two episodes with Gestalt Therapist Dawn Wray. We will explore how therapy can help improve performance and enjoyment at work. Dawn discusses its nature and shares how it can have a profound effect on your personal and professional life. She has helped people who have faced redundancy, been promoted, changed jobs, and many other situations. She shares some questions we can all consider that will help us deepen our understanding of ourselves and improve our relationships with the world around us.We also learn that Jimmy has benefited from years of therapy and that James would benefit from therapy. Stay tuned for next week's continuation of this intriguing and transformative subject.

Good/bad, happy/sad, success/failure—we are conditioned to fear failure, but it's essential for learning, growth, and innovation. This week, we review the research into failure and share our experiences and perspectives. Listen to help you understand and develop a positive relationship with one of life's most prevalent natural resources.If that's not enough, we also share some TV recommendations. Though we recorded this before Rivals came out; otherwise, it would have made Jimmy's list!To find out more, contact Jimmy or James.

This week, Amanda Gilbert joins us to share insights into how you can build people's capability - yours, your teams, or your organisation. Avoid some common pitfalls and follow critical steps to improve capability and results.This podcast follows the recent episode where James shared a magic bullet for improving performance: building your systems' capability. People are critical to any system, so check out Amanda's advice.We also discuss the challenges of buying and maintaining cars, and James improves his productivity by listening to podcasts on double speed—perfect if you're a fan of the Smurfs!To find out more, contact Jimmy, James or Amanda.

This week, we discuss the often shortsighted cost-cutting measures companies adopt to hit their targets and the flawed logic behind these strategies. What might appear to be an immediate saving usually leads to more significant issues down the line. Instead of superficial cuts, we will explain the catch-all strategy to fix all your operational and financial woes.Are we snake-oil salesmen, or do we know the solution? Listen in and decide for yourself.To find out more, contact James, Jimmy.

A second episode, in which Rob Wilson (Co-Founder of Service Economics) shares his insights into Systems Thinking – an approach that can help transform how businesses work. We discuss how you can change the way you think about your system (or organisation) to improve customer and staff outcomes. Rob's advice is easy to understand and pragmatic, and it's immediately apparent how it will radically improve performance. Plus, you don't need to wait for the next Apple Event (pun intended) to find out what the must-have gadget is this Autumn, as James shares his latest acquisition!To find out more, contact James, Jimmy or Rob.Or have a look at Service Economics (service-economics.com)

This week, we are lucky to have Rob Wilson, Co-Founder of Service Economics, as a special guest. Rob has 20+ years of experience leading and transforming service operations across various sectors and is an expert in Systems Thinking. This approach can help transform how you think about doing your job, and it has some stunning results. However, it has been surrounded by mystique and cynicism, as highlighted by the first rule of Systems Thinking – never talk about Systems Thinking! Rob breaks this 'rule' and shows us behind the curtain to understand more about this method and some of the challenges it can help us solve.You'll also get insights from James on Nottingham's roundabouts, and Jimmy recommends the Art of Football for all of your football attire needs (and to get excellent customer service).To find out more, contact James, Jimmy or Rob. Or have a look at Service Economics (service-economics.com)

In last week's episode, we discussed the issues highlighted in Lord Darzi's report on the current state of the NHS and concluded that many are common to other organisations and teams. This week, we share some of the solutions we've found that can help overcome these challenges, from breaking a backlog to finding the best opportunities for improvement. We also discuss how Jimmy regresses to childhood to stay mentally fit whilst James opts to do what he's told to stay healthy!To find out more, please get in touch with James or Jimmy. 

This week, we discuss Lord Darzi's report about the state of the NHS. The NHS is a crucial part of our lives, both in moments of joy and crisis, and it's widely recognised that it faces significant organisational challenges. But are these challenges unique? We delve into similar problems in other organisations, from perpetual restructuring and backlog management to ignoring customer feedback.  Additionally, James recounts his experience trading the sophisticated company at the Southwell Ploughing Festival for the thrills of the waltzer at Nottingham's Goose Fair.  Next week, we'll focus on some of the solutions that have addressed similar challenges elsewhere.  To find out more, please contact James or Jimmy. 

Do you resent those who can 'manage upwards', or do you simply envy them or feel uncomfortable doing it yourself?  In this episode, we discuss the power and value of sensibly managing senior members of your organisation. This skill can aid in career management, ensure tasks are completed well, and allow you to sleep peacefully at night without feeling like a sell-out or sycophant. We offer perspectives on its benefits and share various thoughts and methods for achieving the best possible outcomes for everyone involved. We also discuss the merits of O Beach in Ibiza, the NHS and the risks when forwarding emails... If you or your team want to enhance your or your team's ability to network effectively and manage upwards, please contact James or Jimmy. 

Episode 4 Following the episode on mood (season 2, episode 2), Rachael Edmondson-Clarke returns to delve into the interconnected topic of emotion. While mood is an internal state, emotions are our responses to external stimuli. They can surprise us and disrupt both performance and relationships.Rachael helps us understand why emotions affect us and how we can manage, select, and alter our natural reactions. We contribute with perspectives on DIY, football, golf, and road rage, but fortunately, Rachael offers more intriguing insights that will help you enhance your performance and enjoyment at work.To find out more, contact Rachael, Jimmy or James

Episode 3 This week's discussion centres on the future of 'operations' within the U.K., where over 80% of us work in service industries. We delve into potential future scenarios and the historical undervaluing of 'operations'. We also examine the trends that are likely to influence this sector.  We ask if A.I. will replace all our jobs and wonder why technological trends don't deliver as promised.Although the world and work will change, the fundamental challenges will persist—achieving cheaper, better, and faster outcomes. The conversation turns to practical operational thinking and the importance of enhancing operational capabilities for individuals, teams, and organisations to remain relevant, capitalise on trends, and achieve continuous performance improvement.To find out more, contact jimmy@ajobdonewell.com or james@ajobdonewell.com.

Episode 2 This week, we are joined by Rachael Edmondson-Clarke, an expert in Leadership Psychology and Biology. Rachael shares some fascinating insights on mood and how it can impact performance.  Listen in to understand what mood means, how it affects you, and how you can manage yourself to deliver peak performance.  Plus, you can learn which of us is the moodiest. Rachael is well worth listening to as a speaker and authority on behavioural change. She will help you become 10% better at work!  To find out more, contact Jimmy, James or Rachael.

Season 2 will be full of insights to make you 10% better at work. Episode 1 - In today's kick-off episode  of  'A Job Done Well,' James, Jimmy, and guest Amanda explore the distinction and overlap between management and leadership.We discuss how the business pendulum has swung toward leaders and leadership training and away from management. Has leadership become an overplayed idea? Would your business benefit from good management?Listen as we delve into the role of leadership in motivating staff and setting direction. Is it a critical skill or just H.R. baloney? Should you focus on managing your systems or leading your staff? Spoiler Alert - you should do both and it's not just a case of semantics!Plus, you can find out what we did last summer....To find out more, contact us at jimmy@ajobdonewell.com or james@ajobdonewell.com.

Episode 35 - Join us for highlights from our inaugural season as we aim to enhance work performance and enjoyment. We'll revisit some standout moments and reflect on what we learned. Plus, don't miss an outtake disguised as a 'Director's Cut', which reveals how our performances can spiral into chaos yet emerge sounding almost professional post-editing.  Listen in as James recounts tales of his worst boss and his penchant for Deming quotes. Try to guess who is going on holiday to Ayia Nappa and Ibiza and who will live the middle-class dream and head to the South of France in a Volvo.  We're also excited to preview the intriguing topics we'll explore in Season 2, starting in September... stay tuned!  If you have feedback on Season 1, please share it with us. If you found it enjoyable, pass it along to friends and colleagues. And if there are topics you'd like us to delve into, drop us a line at Jimmy@ajobdonewell.com or James@ajobdonewell.com.

Episode 34: This week, as part of our Leadership Series, we explore Transformational Leadership – A leadership style for today's environment, where change is the only constant (if you believe the hype). Amanda shares a model to help define and understand the characteristics of a Transformational Leader, and we all bring this leadership style to life with our experiences... as ever, good and bad.  We wanted to unlock the secrets of 'Inspirational Leadership'; however, we realised that this is an outcome, not a style... so Amanda introduced us to a great substitute that could help you 'inspire' your teams to 'transform' their results.  Don't forget this is the penultimate episode of the podcast (we'll be taking a short break over the summer), so don't miss next week's episode, where we will share some of the highs and lows from season one along with some of the best insights/learnings we've had and a small selection (there have been loads) of outtakes.  Here's some further reading on Transformational Leadership... www.simplypsychology.org/what-is-transformational-leadership.htmlwww.lse.ac.uk/study-at-lse/online-learning/insights/how-to-become-a-transformational-leaderwww.profolus.comhttps://leaders.com/articles/leadership/transformational-leadership

Episode 33: We continue our series of episodes focused on answering the critical question –What Is the State of Customer Experience Today? As 81% of the UK's economic output comes from the service industry, understanding how to improve customer experience has never been more important.  We will be asking guests for their perspectives on the following questions:  What's the state of customer experience? Why do you think that? Who provides a good customer experience? How would you improve the customers' experience?We are lucky to have insights on these questions from Sean Keane who has led, grown and sold CX technology and consulting businesses, and has a strong background in Op Model design, technology and process. He's led complex programmes and teams for companies like Davies Group, Ember and Capgemini on behalf of brands like RSA, Tesco, BUPA, The British Council, Thames Water, Disney Channel and HMRC. With all of that experience he's definitely worth listening to!Sean has recently set up a consultancy to help organisations lower costs via smart service design. Follow this link for more informationService Economics (service-economics.com)

We All Need to Understand the DataWelcome to Unlocking the Power of Analysis, where we explore data's transformative potential for improving work performance. You only have an opinion without data and analysis, so analysis is critical to the workplace.In this episode, James dredges through his 20+ years of being called an ‘analyst' to help practitioners fine-tune their skills, whilst Jimmy discusses how front-line managers, executives and board members can sharpen their skills to get the most out of data.We discuss everything from how analysis stopped a cholera outbreak in 19th-century London to the way the “Head of Colouring In” produces informative reports.Data analysis can benefit you, and you might even enjoy it. To find out more, contact us at jimmy@jobdonewell.com or james@jobdonewell.com.Recommended Reading:The Tiger That Isn't: Seeing Through a World of Numbers – Andrew Dilnot and Michael Blastland

Today, we have a special guest, Alex Alexander, to discuss Gen AI. Alex runs a tech start-up, Xoots and has a glittering career in technology across Europe, working for brands including Emirates and Net A Porter. He's advised companies and governments on all things AI and we are lucky to have him join us to explore this hot topic.  He will help educate you on what Gen AI is and how it works, explore some of its uses and potential, and finally, Alex will share his insights on how you can get started and exploit the power of Gen AI.  If you've wondered what it is or how to start on the journey, you mustn't miss the opportunity to hear from a genuine AI Guru!  If you would like to know more about Gen AI or get help from Alex, you can get in touch via his company, Xoots or by Linkedin .  XOOTS – Your digital transformation co-pilot Alex Alexander | LinkedIn

Episode 30 - This week, we continue to explore the UK Customer Experience. The country's service economy employs 80% of the workforce, so understanding and enhancing customer experience is crucial.  We conduct a 'shallow dive' (or maybe a snorkel) into Virgin Media, examining its history and origins, as well as customer feedback on their experiences. What lessons can we draw from such a giant corporation?  Expect the usual mix of anecdotes, statistics, and insights to provide some food for thought and ideas to ensure you're delivering the best customer service!  Learn the importance of thinking about design from a customer's perspective (obvious but rarely done well) and how policies are not the same as performance when looking after vulnerable customers. We also discuss how much your reputation is worth.  Also, Jimmy is relaxing a bit now. Nottingham Forest has another season in the Premier League, and James is celebrating finishing his audiobook. It's well worth a listen, or so he tells us.

Episode 29: Insights from Hugh AlleyIf you have worked in a large organisation, you will have seen continuous improvement initiatives come and go with alarming regularity. Everybody knows continuous improvement is a good idea, yet few organizations can pull it off.This week, we talked with Hugh Alley about why these initiatives fail and what organisations need to do differently to see them succeed. James tells his worst joke (to date), and we discover why most managers cause continuous improvement initiatives to fail.To find out more: Web Sites: Mike Rother's Kata Website - Free resources and background to help you get started.Kata School UK – LinkedIn – Gemma Jones and Ann Hill. Interesting research and excellent practice in the UK and worldwide.  Kata School Cascadia - The most active kata school in the world right now, based in the Pacific Northwest of North America. Books: Bringing Scientific Thinking to Life – Sylvain Landry – an excellent introduction to the thinking process of Toyota Kata and why it is useful - Start here.The Toyota Kata Practice Guide – Mike Rother – the definitive “how to” guide is the essential reference on the process of doing Toyota KataGiving Wings to Her Team – Tilo Schwarz and Jeff Liker – a novel describing how one young manager learns to do Toyota Kata and saves her plant from being closed. It's a long book but an engaging read, so worth it.Toyota Kata Memory Jogger – Jean-Marc Legentil, Marc-Olivier Legentil, Tilo Schwarz – this practical pocket guide breaks down all the steps in great detail. Toyota Kata Culture – Mike Rother, Gerd Aulinger – a great guide to how the Toyota Kata can be used up and down an organization, showing how corporate strategy can be driven down to the production floor while still leaving lots of room for creative problem-solving and difficult challengesAnd, of course, you can always contact us at jimmy@ajobdonewell.com and james@ajobdonewell.com  

Episode 28 - Being made redundant is a possibility that we all may face. It's one of the most challenging experiences in our working lives. In our discussions, we share insights and personal experiences about the highs and lows encountered, how we've coped, and strategies that have enabled us to survive and prosper after redundancy.The taboos linked with redundancy and the feelings this generates are still not discussed openly enough. By examining this, we hope some of our experiences will either resonate with you or help you prepare for when the experience happens to you.Useful resources includeAcas—Acas gives employees and employers free, impartial advice on workplace rights, rules, and best practices. It also offers training and helps to resolve disputes.Mind— Free mental health support for adults in England and the Channel Islands.Mental health - NHS—Information and support for your mental health.Samaritans—Whatever you're going through, a Samaritan will face it with you twenty-four hours a day, 365 days a year.

Are you grappling with one of the most formidable leadership challenges? At some point in our careers, we must navigate the complexities of guiding a team through redundancy. There are numerous scenarios and types of programmes, from wholesale organizational failures to individual exits, and each has its nuances. However, a constant throughout is the critical role of leading people and teams effectively during this time. It can profoundly affect individuals' lives and their perception of you as a leader.  Today, our favourite leadership expert, Amanda Gilbert, is here as we discuss our experiences and offer our top insights and strategies for addressing this challenge to ensure the best possible outcomes for you, your organization, and, most importantly, your team.  If you need any help with leading teams through redundancy, please get in touch at Jimmy@ajobdonewell.com or James@ajobdonewell.com

Were you taught how to manage the work?   We are all trained on the technical aspects of a job and the leadership of a team, but we are rarely taught how to manage the actual work. Managing work is vital whether you're a first-line manager or running the country! To provide valuable insights on the best way to manage and improve your teams and their work, we are lucky to have Hugh Alley, a successful author who has trained over 1,000 supervisors in his time, as this week's guest.  Hugh shares the background and structure of 'Training Within Industry', which has the potential to dramatically improve team performance.  Enjoy this conversation with Hugh, and you will join us in wondering why nobody taught us this before.Find out more from Hugh's books, Becoming the Supervisor or The TWI Memory Jogger, or drop us a note at jimmy@ajobdonewell.com or james@ajobdonewell.com

Episode 25: Today, we start a series of episodes focused on answering the critical question –What Is the State of Customer Experience Today? As 81% of the UK's economic output comes from the service industry, understanding how to improve customer experience has never been more important.  Every few weeks, we will be asking guests for their perspectives on the following questions:  What's the state of customer experience? Why do you think that? Who provides a good customer experience? How would you improve the customers' experience? To kick things off, we will give our perspectives on these questions. Unsurprisingly, we don't always agree. This series will provide engaging, entertaining discussions and helpful insights that you can use to improve your performance and enjoyment of work.Please let us know what you think by contacting jimmy@ajobdonewell.com or james@ajobdonewell.comUseful linksUK Customer Satisfaction Index (UKCSI) ⋆ Institute of Customer ServiceWhat do customers want from contact centers | McKinseyPoor customer service costs UK firms billions – so why can't they get it right? | Consumer affairs | The Guardian

Episode 24 – Every organisation relies on others to be successful, so this week, we discussed: The importance of suppliers in delivering on your purpose, strategy and performance. Why most organisations create relationships with their suppliers that don't work for either party.Our seven golden rules for turning 'suppliers' into 'partners'.Follow these' rules' to unlock value, performance, and innovation and create a better working environment. You will always be hamstrung trying to deliver to your customers without them, so create mutually satisfying relationships. Do you still need help? Get in touch at www.ajobdonewell.com

This week, we talk with our resident Learning and Development Guru, Amanda Gilbert, about Emotional Intelligence (EQ). What is it? Why should you use it? What are the risks associated with using it?  and importantly, how can you develop it?  Jimmy was put out by Rishi Sunak's lack of EQ when he trashed the credibility of his favourite trainers. James struggled to see the problem (he still can't spell empathy). Amanda just rolled her eyes and continued to share her wisdom on the subject  If you've ever wondered about what EQ is and want to learn how to understand and  develop yours - so you can improve your relationships and your leadership capability... listen on.  Sources and extra material are available at our website www.ajobdonewell.comIf you've got any questions, comments or need help developing your or your team's EQ then get in touch!