If you are in or running a disfunctional team, maybe it is a simple as people do not know who is the boss? Not an unusual situation but one that needs to be quickly and consciously resolved. Here I share my experience with this in the fire service and what can be learnt from it. One of the things the Fire Service does exceptionally well is make it clear not only that there must be a boss but also who that person is. In an emergency situation, control needs to be quickly put in place and priority given to the tasks needing to be completed. Your OIC (officer in charge) might be your best friend To View More >>

Is it possible there is something to be learned from the Fire Service when it comes to handling customer complaints? I strongly believe so and share that learning here. Scenario: Imagine a car accident on a busy highway, multiple serious injuries and heavy traffic. You know there will be lots of screaming and emotion, and this really is a life and death situation for the people involved. The Question is ... What would you do? The amateur care giver rushes in looking for the sickest person, gets caught up in the emotion and most likely gets themselves injured or killed in the process. Not good To View More >>

Recently I wrote about mates being awesome, and the best thing about joining the Fire Service is the camaraderie that comes with it. Honestly, I have never been involved in anything that has such a strong sense of community, and that holds the value of "having each other's back" so highly. It is an incredible organization for that reason. Our company, Queensberry, also has an amazing culture that fosters the feeling of one family and of looking after each other. We are very proud of the fact that, in all the past entries we've had in the "Best Places to Work Awards" we have been in the TOP 10, To View More >>

Danny and I are in Germany at present, Cologne (Köln) to be specific, visiting the Photokina trade fair. It's been a whirlwind tour through Europe getting here. In 5 days we travelled through Las Angeles, London, Paris, Brussels, Amsterdam and Cologne. What an incredible week of contrasts. The cities, especially Paris and Amsterdam, were incredible, so romantic with their old world charm and architecture, but with unfortunate modern contrasts. If Mc Donalds down the road from Notre Dame wasn't enough, how about the accommodation we have in Cologne? This is a table in the restaurant. The place To View More >>

My career started the traditional way, many moons ago, running a lemonade stand, collecting coke bottles, mowing lawns, and basically doing anything I could to turn a dollar. While at university in the late 80s I installed computer systems for a legal firm, and worked in hospitality as a waiter at the Regent Hotel in Auckland. I also worked in the family handcraft/souvenir store, Earthworks, in Parnell, Auckland. Computers were my favourite toys. My Dad had been into computers since before either the Mac or the PC (those were the days), so even though there were no computers in schools I was a To View More >>