"Your interactive and motivational style of speaking provoked lots of innovative and new thoughts in our audience and made our event a real great success,and unleashed the potential of our delegates, you were one of the most impressive speakers we have ever had in the past 5 years of our conferences" - Sepehr Tarvedian CEO, http://www.hamayeshfarazan.org, Iran

The more I walk in through the door of many organisations, the more I know how important it is for companies to focus on the basics if they want to build a competitive advantage in the marketplace.

Recently I observed a manager training in a new recruit on how to use the cash tills. While this was happening a queue was building - ten minutes later after a fair amount of negative body language by disgruntled customers projected in the managers direction, training was suspended so the irate people could be served.
I have no doubt that during her induction period the new employee would be getting a lecture on the importance of customer relationships! Was this not an opportunity to demonstrate that customers comes first in all situations? Obviously not!

On the same day in a different organisation I asked one of the staff where I could find a certain item? Looking away, he pointed in the general direction of the item.Obviously this wasn’t his department. Nothing to do with me son!!

On the other hand, I continually enthuse about a colleague of mine who has established a very profitable niche in a very saturated market; all within the space of twelve months. How? As Columbia University research highlighted - exceptional execution of an ordinary idea.

The overarching message - get back to the basics if you want to succeed.