There are many reasons why customers do not return: product quality and reliability; not enough response to concerns and questions customers might have; quality of interaction with customers. Such was my experience recently when I was collecting a hire car from Manchester Airport. This guy, serving me from behind the counter, was having a difficult time with his company and seemed intent on passing those very bad vibes on to customers.

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A recent event made me wonder whether this question was playing on the minds of over twenty managers gathered for an update and development day. I did wonder because one of the contributors was a company Director who seemed to have had a charisma by pass. (She spoke as though to a playground full of naughty children). The levels of her social awareness and social skills were truly appalling.

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To say that Airbus is in trouble would be like saying a storm is breezy. Less clear are the core reasons why, although several have been offered:

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In my work with senior people in a wide range of different businesses and organisations it has become increasingly evident that listening to others is very difficult. In fairness, one of these leaders is indeed very good at listening - to their own voice. 

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Managing the performance of senior managers can be a real challenge. In fact some would sooner go to the dentist or move an entire dental surgery into their office than effectively manage the performance of the most highly paid people in their business.

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On Monday this week (August 14, 2006) The Times ran an interview with Sir Christopher Bland who retires from his role as BT’s chairman next year. (At BT, he has transformed the telecoms giant and reduced its debt from £30bn to £7.5bn) Among other things he was asked what leadership means to him.

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In recent weeks I have come across a somewhat disconcerting pattern: senior directors who say chaos is the way they will lead and manage their organisation. Think it hard to believe? So did I. My disbelief grew even stronger as I realised that chaos is synonymous with: topsy-turvey; pandemonium; bedlam; state of extreme confusion and disorder. In fairness, perhaps these directors are referring to complexity and have a proper view of chaos theory.

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