Field Notes

Notes from work.

Reflections on customers, management, operations and technology. Most begin with something I have seen, tried or had to decide.

15 July 2026

A manager’s experience can multiply the team or make it dependent

Always giving the answer solves today’s problem; sharing the reasoning prepares the team for the next one.

10 July 2026

Autonomy needs intent, boundaries and support; without them, delegation may simply move uncertainty elsewhere.

4 July 2026

The customer says yes to a proposal and decides again when they discover whether the organisation can keep its promise.

28 June 2026

A session can teach a new behaviour; only the working environment decides whether that behaviour has room to survive.

22 June 2026

Between a shared priority and the work of each team sit contextual decisions that no presentation can resolve.

1 June 2026

The people who will execute a strategy need early involvement in its implications, not a finished plan and a date.

26 May 2026

Transformation is not measured in active licences, but in the problems teams learn to solve differently.

20 May 2026

Before building a solution, explain which problem it will solve, for whom and which change would show that it worked.

18 May 2026

Listening properly is not accepting every request; it is understanding what deserves to become a decision or a test.

16 May 2026

Every channel changes the proposition, the margin and the decisions that sales, operations and customer service have to coordinate.

12 May 2026

When an answer costs less to produce, deciding whether it deserves trust becomes part of many more people’s work.