What’s in a name? Well, there seems to be some confusion in the market place around the terminology used to describe those people who pay us…
What’s in a name? Well, there seems to be some confusion in the market place around the terminology used to describe those people who pay us…
Telling is not selling, because the conversation only flows one way — from your lips into the other person’s ears and out the other. …
I had an amazing service experience last week. A person was coming out to my house to quote me for an installation we want to have don…
Ultimately, analysing trends is a vital part of the sustainability of your business. What trends are impacting your business today? One of t…
I recently read the book Delivering Happiness by Tony Hsieh – CEO of Zappos.com. He believes much of the success of his $1billion online r…
We are short of cash and my accountant is suggesting I cut some customer support costs. I’m not so sure. Help! Whatever size business y…
When you’re in “the zone” (the business zone that is) business lessons abound as you go through your everyday life. The horrid service …
Facebook’s problems with privacy shows how all business are about people. When managers and business owners forget, their businesses are hea…
It’s easy enough to impress me (and most people). Just do a little extra on top of my expectations and my previous experiences. A hotel…
From my recent interview with customer service guru Cindy Solomon, here’s a summary of the four things you need to know to deliver on custom…
Playing “catch up” is a common challenge for organisations of all sizes. Whether you have enjoyed a period of rapid growth and prosperity, o…
This is my friend Hussein. We met in Siwa – a tiny desert oasis in the North West of Egypt. After one meeting we went from being stran…
