Do Customer Service People Really Want Autonomy?

by Tim Berry

Throw away the script; give your people more autonomy to identify and solve problems. — Shep Hyken (@Hyken) March 4, 2014 Not that long ago I discovered, to my dismay, that some customer support and customer service people didn’t want autonomy. I always thought, like my friend Shep Hyken suggests in the tweet above, that... Read More »

Are you Running a LIFO Time Management Strategy? How Bad Is It?

by Tim Berry

Do you do what I do? I suspect a lot of us do. With me it’s not just what’s urgent or important, but also what’s on the screen, which window is in the forefront, and what just happened.  It’s like urgent vs. important vs. recent. With a distortion filter for fun, or interesting.  The title... Read More »

No Let’s Not Have Meetings; Let’s Effing Do It

by Tim Berry

I love this quote: “I remember a great quote from Paul Berry, former CTO of the Huffington Post, which went something like ‘Lets have an idea on Monday. Instead of having lots of meetings about that idea, lets just effing do that idea. By Wednesday we’ll have realised the flaw and iterated … and by... Read More »

1 Thing Coaching Kids Taught Me About Management

by Tim Berry

Most people do better with carrots than sticks. I just posted 3 best ways to reward people on your team over at Up and Running. As I wrote that, it reminded me of this. One thing I learned by coaching kids soccer. Try this: To manage people in business, helping them to perform better, try emphasizing what they’re... Read More »

Pop Quiz: Why Do Men Need Women. Business Perspective.

by Tim Berry

Yesterday my sister sent me the link to Why Men Need Women, a New York Times opinion piece by Adam Grant. This morning one of my daughters sent it. It starts with this: New evidence reveals a surprising answer. The mere presence of female family members — even infants — can be enough to nudge men... Read More »

How Human Recall Screws Up Management and What To Do About It

by Tim Berry

When the experts dig down into it, human recall doesn’t work. What you remember isn’t what happened; it’s a mosaic of truth, impressions, past experience, guesswork, etc. If you have any doubt, watch the riddle of experience vs. memory and why eyewitnesses get it wrong on TED.  This cuts hard into the fundamentals of management.... Read More »

Why Management is Like Dribbling a Ball

by Tim Berry

This is interesting: Stanford Business School professor Charles O’Reilly on Why Some Companies Seem to Last Forever: What explains this longevity? Stanford Graduate School of Business Professor Charles O’Reilly calls it ‘organizational ambidexterity’: the ability of a company to manage its current business while simultaneously preparing for changing conditions. ’You often see successful organizations failing, and it’s... Read More »

Decision Making is Way Easier Than Decision Doing

by Tim Berry

Imagine a dark shape in the distant sky, moving towards you. Slowly. It’s white or perhaps off white, but not as clear a color as a cloud, speckled. And it seems more solid than a cloud, and it moves in ways clouds don’t. As it comes closer, maybe a mile away now, it’s as if... Read More »

Do You Underestimate Time for Tasks You Like?

by Tim Berry

Damn! I just did it again. Even after 30+ years running my own business I still underestimate time for tasks I like, and overestimate time for tasks I don’t like.  I like writing, and I like programming, which is definitely cool because that’s how I built a business. But when I look ahead, trying to... Read More »

How to Calculate Hourly Cost of an Employee

by Tim Berry

For the sake of occasional business analysis — such as calculating return on investment (ROI) on a project, hiring a new employee, allocating costs — here’s a simple formula for calculating the hourly cost of an employee: cost per hour = annual gross salary/1000 So the $75,000/year salary costs the company $75 per hour. The... Read More »