Great Customer Service Requires Committed Library Staff

“The customer comes first” is a common adage that espouses the principle of providing a product or service that the customer values, of being customer-focussed. The customer must come first, because they ultimately determine how long you stay in business – they pay the bills, including your wages. But in order to be customer-focussed and…

Flip: How To Turn Everything You Know On Its Head…(Book Review)

Title: Flip: How To Turn Everything You Know On Its Head And Succeed Beyond Your Wildest Imaginings Author: Peter Sheahan Verdict: Nothing really new here, but it’s a good refresher. Rating: ♥♥♥♥♥ See which libraries in New Zealand have Flip. Another business book on how to distinguish yourself from the competition and thrive during tough…

Forget Strategy, Worry About Execution

Developing strategic plans is a common endeavour in many libraries, and one that some libraries struggle to make meaningful. According to Wikipedia, strategic planning is the formal consideration of an organisation’s future course. All strategic planning deals with at least one of three key questions: What do we do? For whom do we do it?…

The Leader Who Had No Title (Book Review)

Title: The Leader Who Had No Title… Author: Robin Sharma Verdict: One of the better personal development/leadership fables I have read. Rating: ♥♥♥♥♥ Much Better Than: Who Moved My Cheese? See which libraries in New Zealand have The Leader Who Had No Title and Who Moved My Cheese? I’m not a fan of business fables….

New Zealand Libraries In 2025

What will New Zealand Libraries look like in 2025? Will you still be working in libraries? How will your role change? I’ve recently started a group called New Zealand Libraries in 2025 on Linkedin to provide a forum for discussing questions such as these, and sharing ideas about New Zealand Libraries of the future. To…

Real-Time Marketing & PR (Book Review)

Title: Real-Time Marketing & PR: How to Instantly Engage Your Market… Author: David Meerman Scott Verdict: A must-read for any library. Rating: ♥♥♥♥♥ If you like this try: Purple Cow: Transform Your Business By Being Remarkable by Seth Godin. See which libraries in New Zealand have Real-Time Marketing & PR (may not be available) and Purple Cow. I…

Different: Escaping the Competitive Herd (Book Review)

Title: Different: Escaping the Competitive Herd Author: Youngme Moon Verdict: Prefer the video trailer to the book Rating: ♥♥♥♥♥ Similiar in style to: Outliers: The Story of Success by Malcolm Gladwell See which libraries in New Zealand have Different: Escaping the Competitive Herd and Outliers: The Story of Success “When we spend too much time comparing our own brand performance…

Three Kiwi Leaders

I receive a weekly newsletter as part of my subscription to New Zealand Management and wanted to share three articles from this. All pieces are about leadership in New Zealand business from the perspective of 3 very well respected Kiwis. Andrew Ferrier from Fonterra (okay, he’s Canadian) talks about the tall poppy syndrome and the effect…

What Makes a Boss Great?

I came across an  HBR post by Robert Sutton, 12 Things Good Bosses Believe, and  thought it was a good companion to my previous post Employees Don’t Leave Bad Companies, They Leave Bad Bosses. Here are 12 key beliefs of great bosses. I have a flawed and incomplete understanding of what it feels like to work for…

Employees Don’t Leave Bad Companies, They Leave Bad Bosses

Some of the most common complaints that employees have leveled against their supervisors (from Dianne Shaddock at  EasySmallBusinessHR).: Regularly showing preferential treatment to some employees over others Micromanager; no faith in the employee’s ability to perform the job Supervisors who don’t have an understanding the work that they do and the daily challenges that they face…

Don’t Settle For The Ordinary

Recently, a former colleague and I got to talking about the lack of motivation in the organisation where she works. The problem as we saw it was that those at the top aren’t inspiring employees to achieve excellence. The leadership team appeared to be leading in name only. So what can you do if this sounds familiar? Here are…