About James O'Connell

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So far James O'Connell has created 33 blog entries.

How do I effectively protect my team from racism?

This week 17-year-old Mia Griffiths has provided us all with an important gift. She bravely called out appalling racist customer behaviour. All the evidence suggests that Griffiths’ employer supported her immediately and comprehensively. For the rest of us, it is a timely reminder of employer responsibility and the steps that we must take before such [...]

More evidence for the defence – Open Book Management!

Back in June I asked, do you want to improve your profit? And I argued for the practice of Open Book Management (OBM). Here’s another reason for committing to OBM ... It’s August, and right now I’m sitting in the Michigan sun, watching the crowds enjoy their #488 Erin’s Evil Twins or #422 Eddie’s Big [...]

Come on, cafe owners…we want better for you.

Loving the spirited ‘café quality’ discussion prompted by Penny Flanagan and Sam Mannering this last week on stuff.co.nz. Flanagan calls for New Zealand café’s to generally ‘do so much better’ critiquing diverse elements of her experience from wobbly tables to the, ‘order at the counter and take a number on a stick’ service model. These [...]

Pride of the South?

Southern pride is a thing … Speights may have inflated the “good on ya mate” character and humour of Central, but the understated warmth and humour captured by the Speights campaign still connects. Right here, in the Public Bar at the Ranfurly Hotel I can’t help but smile. There’s a large sign in black print [...]

Did you ‘set up shop’ before you built a business?

Ok, so your turn-over is not bad, maybe even good, but you’re still not making good money? A successful hospitality business is more than a shop that sells food and beverage. The decision to open a hospitality business is very exciting; especially when you’re creative and talented. You come up with a great idea, you [...]

Want to IMPROVE your PROFIT? Consider OBM.

Open Book Management (OBM) is about sharing business information with employees. It’s about creating a connection through a sense of ownership and responsibility from everyone on your team. For 20 years now, I’ve been highlighting the importance of OBM. For most of my clients it’s a challenging idea, because: They never experienced OBM in their [...]

Low turnover and high productivity are closely related

‘Equity’ refers to the value of your business and acts as a key value metric for your business. As the Industry faces employee shortages, it’s important to measure and improve your ‘employee equity.’ Two strong indicators of excellent ‘employee equity’ are low turnover and high productivity. The best hospitality businesses have low employee turnover rates [...]