Quotes and Publications

Capital Ideas posed this Capital Question to entrepreneurs in Southern Alberta:   The challenges an entrepreneur faces while building their team vary; from finding people with the right skills and traits for the work, to hiring those who align with the values and culture of the company. Calgary Herald Post
That’s got Wellington Holbrook, executive vice-president of ATB Business, curious to hear your advice on the following question:

How do you build a team to last?

This is the answer I offered:

As a business owner, you need to start with a tough choice. Do I hire for what I need to keep me moving right now, or do I hire now for what my vision shows me I will need one or two years from now? If the first, then skills and traits will be more important for your hiring decision. For the second, the alignment with values, culture and purpose will be your priority, remembering that skills can always be trained and developed over time. Published in the Calgary Herald on November 26, 2015 on page B9

Capital Ideas posed this Capital Question to entrepreneurs in Southern Alberta:

 

“Everyone knows the old saying ‘The customer is always right.’ But with so many changes in business and technology since it became a popular saying, does it still hold the same meaning today?”

That’s got Wellington Holbrook, executive vice-president of ATB Business, curious to hear your advice on the following question:

Is it true the customer is always right?

This is the answer I offered:

“Disputes with customers almost always arise when the facts are confused with the expectations. The responsive and ethical business will listen, rather than defend or excuse, and will understand that these expectations are always right in the customer’s mind, and must be heard and honoured before anything else can be done to repair and preserve the relationship.”

This was published in the Calgary Herald on December 10, 2015 on page B5