He was visiting the BridgeClimb experience in Sydney, Australia, and talking to its founder Paul Cave.
He talked frankly about the importance of customer complaints to his business and how he aims to continuously improve and grow their service. One of his biggest challenges was to change staff attitudes so that when they receive a criticism or a suggestion, it is seen as a positive thing. He wants them to celebrate when they get feed back of a negative nature, because this allows them to work out how to change and improve their service to address those comments.
He also outlined his secret to becoming a successful entrepreneur; “You need drive thrust, vision and follow through.”
Most business take a lot longer, the pockets need to be deeper than expected, and you need to be very very resilient. You have got to have an enormous determination, an obstinacy to proceed in order to make a business happen.
Also the subject is best taught by ‘pracademics’, and that some of our best entrepreneurs are not polluted by education. Many of our professions, particularly law and finance are about reasons ‘why not’.
Finally, entrepreneurs have the ability to see around a corner, when there isn’t a physical way of doing so. They sense what is there in a way that many of us are unable to do.