Season 3 – Episode 8: Don't Sell Your Soul Promotions don’t go to the hardest worker. They go to the person seen differently. This week, hosts James Lawther and Jimmy Barber explore the subject of getting promoted and suggest how you can go about it without compromising your values or playing games. They discuss how promotions work in organisations, the importance of thinking through why you want a promotion, how you position yourself and some things to be wary of. The mix of practical tips and anecdotes will engage and inform on a topic many are interested in but few openly discuss! They also talk weather and holiday strategies - but don't go on too much! Transcript Speaker … [Read more...]
Customer Service Isn’t Customer Experience (Here’s the Difference)
Season 2 – Episode 26: With Adrian Swinscoe. 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. Adrian Swinscoe Described as an experimental CX thought leader and visionary, Adrian Swinscoe … [Read more...]
The Cleaner Who Knew More Than the CEO: The Power of Continuous Improvement
Season 1 – Episode 4: Your People Hold the Answers This week on A Job Done Well, Jimmy Barber and James Lawther dismantle the myth that continuous improvement is just for process geeks. Using examples from British Cycling’s marginal gains to the chaos of NHS operating theatres, they reveal how small, strategic tweaks—backed by data, observation, and a willingness to challenge convention—can transform performance. No buzzwords, no grand transformation programmes, just practical, often counterintuitive ways to get better at what you already do. The hosts expose the pitfalls that derail improvement: the HiPPO (Highest Paid Person’s Opinion) syndrome, the fear of looking stupid, and the … [Read more...]
What Gets Measured Gets Done
Season 1 – Episode 3: The Power of Numbers Jimmy and James discuss the impact of measures and how to use them. They discuss the power and pitfalls of measuring performance and progress. Ever experienced targets at work? Unintelligible coloured graphs? A metrics storm of measures and wondered why things aren't getting better. This is the podcast for you….. Transcript Episode 3: What Gets Measured Gets Done [00:00:00] James: hello, I'm James. [00:00:04] Jimmy: Hi, I'm Jimmy. [00:00:05] James: Welcome to A Job Done Well, [00:00:08] Jimmy: The podcast about the world of work and how to improve the daily grind. Well, James, how has your … [Read more...]