The ten commandments of Service

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The Ten commandments of service

If your business prides itself on giving outstanding customer service you will be attentive to every single element of the customer interaction. From the generation of the lead through to invoice production there are countless opportunities to impress, or otherwise, your potential and customers. And as I have said time after time; details matter.

The sizzle in the sausage of service is how well the people in your team interact with customers, whether face to face. So ...

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Why every little thing matters….

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‘Son. Retail is Detail’

 

If I ever met the Regional Managing Director from Tesco who said this to me I’d probably have to buy him dinner. I’ve used this story so much with clients that I often forget that virtually everyone who has paid me any amount of money will be familiar with it.

For those of you that don’t know it or can’t remember it here it is (taken straight from Sleeping Tiger Revolution)

In my early career, I worked for a ...

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Are you deluded about how good your people are?

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Wake up show up Do the workWhen I worked at Tesco my boss (the Director Of Audit) was involved with a Board level project to re-design the Annual Report and Accounts document. I was asked to take a look at how the commentary in our report stacked up with what our principal competitors said.

This involved trawling through the annual reports of Tesco, Sainsbury, Morrison, Safeway and Marks and Spencer. One of ...

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Gas, predictions and looking outwards

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Last week the Bank of England’s Chief Economist was forced to admit that the predictions made about the aftermath of Brexit did not appear to be accurate.

We shouldn’t be surprised that even professionals and experts in their field are getting predictions wrong these days. This isn’t a reflection of their lack of expertise or their professional integrity. It’s a reflection of the level of change and uncertainty that faces every aspect of our lives.

The news last week reminded me of ...

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2017…..The resolutions everyone should be making

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So we are out of the 2017 traps…

I must confess that I avoid New Years resolutions and tend to defer planning for 2017 until February. Its just too close to a big holiday for me to set my head in gear. Instead I use January as a month to reflect on the previous year; to sift out any lessons that need to be carried forward.

2016 was a strange one eh? There have been times where it has literally felt like ...

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How to trust your own thoughts

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I was talking to one of my clients the other day about dealing with problem employees, well one employee in particular. I asked him what his instincts told him to do and he said ‘punch him in the face’.

Now in spite of its surface level appeal as a performance management tool this course of action carries several distinct disadvantages from a legal perspective.
What I heard in that statement is someone who is not operating from a grounded state (I know ...
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Predictable sales growth – the holy grail?

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I’m dedicating this weeks blog to one subject; predictable sales growth. This is the holy grail for most SME’s. Imagine being able to plan for growth based on a stable platform of sales that you could forecast?

Can a business truly predict revenue with certainty or is it fanciful to think this is attainable? This week we unpick the bones of this complex issue.

Predictable sales growth – Goal or flight of fancy?

If you had the confidence to ...

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Coaching Myths – Your business is growing or dying

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One of the key principles within the coaching system I belonged to was that your business is either growing or dying. This is another one of those statements that is hard to disagree with whether we are referring to companies or people. But you know me well enough by now to know that is exactly what I intend to do. By the end of this article you will see more options for growth than you are currently seeing.

Money, money , ...

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No change without some pain

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Pleasure and pain

I’ve been watching videos and reflecting on some early feedback from two of my program’s that launched last week. One was a new business owner breakthrough program and the other is a Leadership Development program for junior directors and managers in SME’s

After the kick off sessions some participants have reported that they have felt feel a surge of optimism and confidence. Others have found the days following the first program tough, almost painful. I am delighted with both ...

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The frog that isn’t – a fresh look at procrastination

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One of the rewards of being a business coach is to be able to watch people get past whatever is stopping them from making the progress they want to make. From my impartial standpoint it can look quite ridiculous to watch someone attempt to justify why they avoid a task, conversation or decision.  Yet permanently solving procrastination is a much more elusive goal. In todays rant I explain some ideas to help you understand why you procrastinate. It is through ...

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