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Tag Archive: Leaps & Bounds
The changing demographics of the UK
I recently attended an inspirational talk in celebration of the Open University's 40th anniversary given by Trevor Phillips who is the chair for the Human Rights and Equality Commission. For those of you who don’t know him check him out www.trevorphillips.eu/ The focus of his talk was the similarity between the values and inspiration of ...
A lesson in recession management from Andy Murray?
No-one could mistake the doom and gloom of the headlines this morning. Not only do few people think Andy Murray can win Wimbledon but we also found out that the UK economy contracted by 2.4% in the first quarter of 2009, its biggest decline in 51 year. Let's link these stories. When people are faced with ...
Undercover Boss
Just seen 'Undercover Boss' in which a Marketing Director went undercover in his Holiday Parks undertaking roles as entertainer, cleaner and even cook. He visited 2 parks with very different atttitudes to work - one negative, lead by lack lustre and frustrated supervisors; the other content and proud - lead by a dynamic supervisor. For me, ...
How positive are you?
Great website that encourages you to question your levels of positivty to live a full life. You can even take the positivity test www.positivityratio.com/. It's good to have a sanity check when you are busy but remember there is a serious note. Research shows that people who are naturally positive in their outlook are significantly ...
"You can find inspiration in everything"
This is the title of a book written by Paul Smith, the great British Designer and it is absolutely the approach to business that we need to guide us to enhance the customer service we offer. In the sheer busyiness of our days we replicate/ copy - it is human nature after all. We are programmed to ...
It's what's inside that counts
Today businesses need and EXPECT more bang for their bucks. But they also expect a long term impact. There have been many diverse studies completed on motivational theory and what turns people on at work but how do these apply in today's context? Many companies still distrust and manage to prevent people messing up. Performance ...
Customer Service – Bigger Picture
Ok, so last night I had to renew my car insurance. I had already received a renewal notice from my current insurers with a quote that was over £150 more than the premium I paid last year... and rather than ...
Developing a service culture according to Dr Seuss
I heard two customer service anecdotes yesterday from a friend about separate companies who are both finding it challenging to maintain their market share. As you review these short anecdotes consider, from whatever perspective you choose if either response from a customer service representative is actually OK or not. Situation 1 – “I am sure you ...
Distractions, Distractions!
Wow what a blissful, well I thought it was, couple of evenings I have had. I had no reception on my TV due to an electrical fault. However for my wife it was a different matter she was most annoyed she couldn’t get her ...
