Dilesh blogged earlier this week about how success often comes when you focus on what you have to gain rather than what you have to lose and another great example happened last night as Fulham reached the final of the Europa league. It was a great night in our house for a lifelong Fulham fan (well ...
Author Archives: Gill
A little trust goes a long way
Our clients often tell us about the behaviours they want to see in their people - whether these relate to the way they serve customers, the way they manage or they way they approach work in general. While it's relatively straight forward to describe behaviours, encouraging the right one's is another matter - a fact ...
When is 'good enough' good enough?
It's often when you read the same or similar things several times that you stop and take notice. This has happened to me recently - firstly it was 'Things change so fast that all books are outdated before they are published'. Then it was a story about Skype and how if they had waited to fix ...
It’s ok, I’m just learning…
We had an interesting Skype conversation at L&B this morning as Caroline shared the story of how her 6 year old had dismantled his bed with an allen key last night! Dilesh responded 'Oh dear' which was exactly what I'd been about to type ...so instead I wrote 'Clever boy'. Now that was very easy for ...
Beloved companies
As we are focussing on customer service as our theme for October I was delighted to read about a new book due to be published in the UK in November. 'I love you more than my dog' by Jeanne Bliss is all about the decisions companies make that lead to extremely loyal customers. It is about ...
Manager’s Coach – Week 2
Hi there! This weeks task is all about getting the job done ...but interestingly the way we can do that most effectively is by taking a balanced approach to our goals and targets. The balanced scorecard approach encourages us to consider financial goals, delivering to our customers, looking at our systems and procedures and supporting our people ...
How much do brands value you?
The first email in my inbox this morning said - you simply have to read this. So I did... In a nutshell it was a link to a blog by Paul McCrudden about a personal experiment he conducted where for 6 weeks he recorded the time and money he spent as a consumer of various brands ...
Why do staff just Grin and Bear it!!
In the recent CIPD survey it's reported that job satisfaction amongst employees has gone up significantly since the last survey three years ago. But before you get too excited the survey also concludes that this may be due to people feeling lucky to have job rather than genuine satisfaction with their organisation. People may ...
Take time to learn each day
We've all been actively involved in Learning at Work Day which has been hugely rewarding and lots of fun. And it's left me wondering ...'If we need to have a LAW day does that mean that many of us don't think about how much we are learning every day?' Learning comes in many forms and so ...
