It’s usually not the What,but the How Celebrate success, endeavour and eccentricity Talk solutions not problems Good processes are a means not an end; they leave you free to handle exceptions and the unusual The use of relevant and reliable data leads to better-informed decisions & actions Sell the plan internally first, and be sure to generate engagement and excitement Ideas should be defined and differentiated, cohesive and complete Any plan should include an advantage, and represent a challenge  Don’t expect your competitors to take it lying down Most failures are down to poor communication Too many businesses are too structured, too parochial and too timid With good people, all the boss has to do is say Yes A can-do approach is often worth more than an MBA People make the difference When you’re wrong admit it, and change Laughter and smiles are great for business There’s nearly always another and better way