FACILITATION - derives from the French word “facile” meaning easy.

I copped a lot of flack from the team when I told them what the headline for my next blog was going to be. The strategy department just about flipped and administration was completely confused as to why I would want to discourage clients from a core part of the business.

“Shh! You can’t use that word in business, it’s blasphemy. It’s heresy; you’ll be burnt at the stake; you’ll die of a thousand cuts. No-one should utter it’s unholy name.”

Nothing drives me more insane than lack of data. Continual performance assessment and the starting point for any strategy is research. Research can be made very difficult if there is no data to dissect. The little things consumers say, the amount of people coming through the door, the number of phone calls and outcomes are all important in determining the current state and direction of a business.

Perhaps it is the malady brought on by watching shows like 'Law & Order' which has so caused business to literally swamp itself in litigation, but it seems to me that we are no longer responsible for ourselves and we need someone to blame for our own stupidity.