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…
Why tech help is a no-go area for AI
The one area where AI and bots are most needed will be one of the last to be automated How do you handle a tech crisis? Pretend it’s not happening?…
Jerks at work can seriously affect your health
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national…
Image by LoggaWiggler from Pixabay
Want to change your culture? Go green…
Taking lessons from permaculture may be the best way to create a sustainable culture change As Kermit the Frog memorably put it, “it’s not easy being green” as anyone will…
How often do you offer genuine hospitality?
Nick Bush fills up with hospitality, but wants more Having grown up in a hotel and then a restaurant I am, more than most people I suspect, obsessed with the…