Say “Thank You” | March 24, 2015


6706071995_f5ce3d2374_m“What do you say to the nice Lady?”

You hear parents say something similar to their children all the time. The child is given something and we teach them to say thank you. It’s polite, it’s nice. It’s basic manners.

Why is it then, that in business we often forget this very simple lesson?

When I ask my Clients if they thank their own Clients for the business they receive, the answers are mixed. For some it’s “yes always”, for others it’s “usually” or “sometimes”, and for some the answer is “no, they thank us”.

Let’s ignore the last response which still amazes me to this day, but note that it isn’t something I've only heard once. 

Our Clients are people who have trusted us with their business. They have helped us build our businesses and we should be delighted. So delighted in fact that we thank them as a matter of course. We want them to come back to us don’t we? 

And I’m not suggested just a simple few words (although that must happen). I’m suggesting something that means something. A card, meeting for lunch, a small gift which means something specific to that person. A real thank you.

It’s not hard, but it takes effort. In business, as in all other parts of our lives, it’s not the thought that counts. It’s the effort that counts. 

If you are one of those people who doesn’t thank their Clients regularly for the work that they give you, perhaps the time is right to make a change for the good. 

Go back through your diary and sales ledgers. Look at who you have received work from and pick up the phone. Call them, thank them and organise to meet up. 

And, before you reach for the keyboard, stop. DO NOT email. Email is a cop out, it’s lazy and it is meaningless.  Call them, and thank them personally.

Now, how about all those people who refer you work? The people who refer others too you? The people who help you out? Surely it’s time to thank them too…..

Contact me

For more on developing yourself, your staff and improving the profitability of your business, please do get in touch. You can email me at, or call me on 07736 831151. Follow me on Twitter at @jamesnathan, connect to me on LinkedIn, or follow me on Facebook.

I look forward to being in touch.

jamesdot 150px



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Handling business phone calls the right way | March 17, 2015

Office worker trying to answer multiple phonesI am constantly amazed at how poorly many company switchboards handle incoming telephone calls. How your phone is answered and how that call is handled says so much about your business. Just today whilst phoning clients and prospective clients I have had company names barked at me, been put on hold without being asked, been put straight through to voicemail, and my personal pet hate, being put through without a word from the operator. Is it so hard to say something like “I’ll just put you through”, or “Mr So-and-so is on the phone at the moment, can anyone else help, or can I take a message and ask them to call you back?”

Getting it right is so easy

This is such a simple thing to get right. And getting it right is a matter of a small amount of training and a fair amount of attitude. Remember, that the person on the phone has taken the time to call you, over your competition. Treat that call like the magic thing it is. We all work very hard to get business, and when it comes so easily, please respect it for what it is. Handling incoming calls is so easy to get right. Here are my top 10 tips for answering and handling business calls properly:

Top 10 Tips for answering and handling business calls

1. Answer the phone quickly

There is nothing worse that a phone that rings for ages before being answered. It is nothing short of unprofessional. A business line should really be answered on the 3rd ring. Any less is too quickly, anything more is too much.  ...

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The Top Secrets of Great Managers | January 8, 2015

iStock_000012077224SmallIt’s such a common story. You get great at your day job, and start become one of the company’s rising stars. You bill at very high levels compared with your colleagues and people begin to talk about you. You are a high flyer, a top performer, one to watch.

Then one day your ambitions become reality. Your boss pulls you into a meeting room and tells you that the company would like to promote you, they want to make you a manager. 


But now what? You are a great operator. But managing staff? Motivating a team? Being a player manager? 

These are such different skill sets to what you know and are good at. Somehow (in many businesses anyway) you are expected to know what to do. 

This isn’t a phenomenon restricted to any particular industry industry. In many many businesses, great operators are made into managers because they are great at what they have done. For some it’s wonderful, and for others it’s a nightmare, and for all it’s a steep learning curve. 

The learning curve

I was extremely lucky early in my career to work with some exception bosses, who not only supported and helped me when I needed it but knew when to get out of the way too. I learned some important lesson by making my own mistakes, but in truth I learned a great deal more from analysing and copying the great managers around me, and from the teachings of my mentors. 

I’d like to share some of that wisdom with you.

The top secrets to learn from the world’s best managers

1. Teach the basics and instil great working practices (*1)

If you spend enough time with your team, lead by example and teach your new staff the basics of the job well, you will help them understand how to run their desk themselves. Set them up for success from the beginning by giving them the right building blocks and training, the right time management skills and exhibit the right behaviours yourself. 

As the legendary sports coach Professor Frank Dick OBE says “if you don’t get the basics right, you will spend a lifetime trying to put them right”.

If you do get the basics right the rest will take care of itself.

2. People are individuals, manage them individually (*2)

This may seem so very obvious, but for a new manager it can be rocket science. What works for one may work for another, but as soon as you make that assumption, you are bound to fail.

Learn to understand the differences in people, and differences in their learning styles. Spend enough time with them one-to-one that you are able develop a real understanding and rapport, and be human to their needs.

Only then can you work with them individually. 

3. Chicken in a field theory (*3)

If you place a chicken a very large field, it will peck all over that field in a very superficial way. It will get some of the worms and the seeds, but leave a lot for other chickens to feed from too. If you give a chicken a small field, it will peck deeply and throughly, it will find every worm and seed, and it will own the area. 

The very same is true of business markets and patches. Give someone too big a market and they will work that market sporadically and clumsily. It will be hard for them to be able to focus and the quality of their understanding, and subsequently their control of the market will the poor.

Give them a smaller, well defined and more controllable market patch and they will find every opportunity, work every relationship and make it their own.

4. Post war cake mix theory (*3)

In the years following the Second World War manufacturers of packet cake mix produced a product that they thought consumers would love. All you had to do was open the packet, mix the content with water, and bake the cake. So simple, so easy, such a failure.

When sales never took off the manufacturers changed the recipe, which then required people to add an egg and butter to the mix. Once this change was made, sales rocketed.

As a manager it is so easy to do everything for your staff, so that all they have to do is finish the job. This is a massive mistake. Not only does it fly in the face of Secret No.1 but it never gives them the ability to develop and grow. They will never feel trusted and definitely never feel challenged. 

People need to be be bought into and involved in the process. They need to add their own ingredients and be allowed to do that in their own way. 

5. Rear view mirror theory (*3)

In most modern cars many things are automated. The lights, the wipers, the door mirrors. They are controlled by electronics and make our lives easier. But in the case of the rear view mirror, you still need to use your hand to move it. It could be controlled by a switch or a knob but it’s not. And why not? Well, some things are best left to be manually controlled. 

You need to leave a good level of personal involvement in all aspects of your team and your business. You can automate a lot of things, but many are just better being done by hand. Identify what those things are and leave them be. 

6. Don’t just hire anyone

When you are building the team it is never easy to find the right people. It can be so tempting to hire that person who is nearly right, or who could be right with just a few changes. 

The right person is the right person, and the wrong person is a disaster. The amount of time you waste hiring, training and eventually sacking the wrong person is enormous, not to mention the stress and management time taken up in the middle somewhere and impact on the team.

Team building is never about bums on seats. Hire the right person or don’t hire at all.

7. You will make mistakes, learn from them

I am certain that I have made all the mistakes in management a new manager can make, but I also am proud to say that I think I have learned from every one. Not always immediately, but certainly eventually.

You will make plenty of mistakes. This is a good thing, as long as you are able to recognise the mistake, learn from it and be better next time. 

8. Get out of the way

This secret is something I learned myself the hard way, and I would very much like to save you that pain. It is very much linked to secrets 4 and 5 above. 

I think in his autobiography Lee Iacocca, the famous American Motor Industry giant puts this secret best – “I hire people brighter than me and then I get out of their way.”

Being in their way can feel stifling to your consultants. It shows a general lack of respect and trust, and ultimately you will lose them to your competitors. Getting out of the way worked for Lee at Ford and Chrysler, it works for Google and Apple today and it can work for you too. 

Hire the best people you can, train them and teach them all you can, and then let them do what you hired them to do.

9. Take the job seriously, don’t take yourself seriously (*4)

This secret, taught to me by my first mentor when I became a manager doesn’t need much explanation. Take the job seriously, but never take yourself seriously. It is so important to remind yourself of when things are tough, and it is often easier said than done.

The business is a serious thing. But life, life is a fun thing.

Contact me

For more on developing yourself, your staff and improving the profitability of your business, please do get in touch. You can email me at, or call me on 07736 831151. Follow me on Twitter at @jamesnathan, connect to me on LinkedIn, or follow me on Facebook.

I look forward to being in touch.

jamesdot 150px

*1 Thank you Jamie Newman

*2 Thank you Kath Roberts

*3 Thank you Renny Hayes

*4 Thank you Gary Watson



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Holidays are coming! What a great time to network | December 9, 2014

skateboard santaWith ‘silly season’ well and truly upon us, many are thinking of the wasted working weeks coming up, where their clients aren’t around to speak with, or are too busy being entertained and entertaining to think about new business.

This time of the year is a great time and a fantastic opportunity to get out and spend time networking with our clients. After all, people are expecting to be using the pre-Christmas time in this way, so why not take full advantage of it?...

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Blogging to Google Search Success – A simple SEO secret, that’s not so secret | November 3, 2014

IMG_8642So how do you go from nothing to the top of's natural search? This is a massive question and not one easily answered. There are plenty of ‘gurus’ who are happy to tell you their thoughts.

I have no doubt that a lot of this works, and optimising your site is absolutely imperative....

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Top tips for delivering great customer service | September 15, 2014

thumbs upIsn't it amazing how often we experience really bad customer service. And, when we do, doesn't it really annoy you?

The way your customers feel towards you is so important. The more care and attention you provide them, the more they are likely to continue to want to work with you. This is simple human nature. Taking this a step further, shouldn't customer service be a top priority day in, day out?...

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An Insider’s Guide to Writing a Great CV (Résumé) | June 2, 2014

iStock_000035768924SmallWith the recruitment market getting busier and busier, there are increasingly more opportunities available to look at for that fantastic career move. And, as the market heats up, so too does the level of competition for each role.

To give yourself the very best chance of going on the ‘Yes’ pile, your CV needs to make an immediate impact and demonstrate exactly why you are right to be considered....

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Jack of all trades, master of none | May 7, 2014

Jack of HeartsI’ve recently had a call from a good client of mine, asking if I was able to run a new training programme for them.

Like most people I love being asked to do more work for my clients, but the problem was that what they were asking for wasn’t really my main area of expertise....

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There are no cover bands in the rock and roll hall of fame – differentiate the Scott Ginsberg way | April 1, 2014

rock guitarWe are all individuals, and we like to be thought of as individuals. Not numbers, not the guy from XYZ Co, not so-and-so’s husband, wife, brother, boss etc. Just us, as we are.

When it comes to business, this can be dramatically overplayed. For one reason or another we often melt ourselves into a one size fits all version for the world to see. We become what we think the world expects of us. Sure, there is good reason for some of this, but when it comes to working with clients isn’t it true that people buy people?...

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Delighting a client is so easy…… | February 20, 2014

thumbs up“Under promise and over deliver” - these are the very wise words of Tom Peters. It’s such a simple concept but in practice so few businesses manage to do it.

If we manage our client’s expectations, if we let them know exactly what they can expect and then deliver on, and if possible over that expectation - every one is happy. And we all want happy clients, don't we?...

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