Does your organisation “do boring?”
The exciting mission and purpose need to be balanced against the dull stuff – and good planning is essential Are you excited by your working life? Does every problem seem…
The boring stuff… and why it’s really important
In this short – and hopefully not boring – video I offer a cure for what could be termed “Founders Syndrome” – a focus on the core mission and purpose…
Is management consultancy a waste of money?
Not if you link it to performance outcomes There’s an old management cliché that goes something like “50% of my marketing spend is wasted but the problem is I don’t…
The new WHILL wheelchair enhances the experience for airport passengers. Photo courtesy of OmniServ
OmniServ: customer care in action
Treat customers as humans and operational challenges will reduce When BBC correspondent Frank Gardner recently publicised his 100-minute wait for his wheelchair to arrive from the hold to the gate…
What to do if your customer’s a jerk
Zero tolerance is the only option I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these…
Dealing with dead cats
The “dead cat” strategy – dropping an outrageous or provocative topic into the conversation to divert attention away from a difficult subject you don’t want to talk about -was much…
Priti Patel and the mine field of being a maverick
Priti Patel’s much-publicised forced resignation as International Development Secretary the other week, for not disclosing the extent of her holiday meetings with senior contacts in the Israeli government, illustrates the perils of going…
The power of No
In a sea of endless possibility, discover the power of not doing something A while ago a business associate and I were discussing a joint venture we had planned to…
Improve your customer service with more “gorms”
A distant reminder of Candid Camera is nothing to smile about. As a TV-obsessed tot in the 1960s, one of my favourite programmes was Candid Camera. With its procession of…
Making customers feel welcome is so easy but why is it still so rare?
A "non-toxic" theatre visit ticks all the right boxes If you’re lucky enough to get a ticket to a popular West End show – and in my case even luckier…