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Customer Service

What to do when things go wrong

What to do when things go wrong? Last week’s eviction of Dr. David Dao from the United Airlines flight went viral. Not the kind of publicity that is welcome. Whatever the reason for the passenger being removed the whole episode proved to be a serious public relations gaffe that damaged share price as well as reputation. more »

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Listening is far more than hearing

Giving employees a voice is a recognised driver to increase employee engagement. People need to feel they can contribute ideas and improve things that aren’t working. Listening, rather than just hearing, is therefore essential.  Encouraging employees to give their views can be done in many ways. Here are a few: Annual employee surveys Appraisal interviews 1:1 more »

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The Science of Persuasion

Influencing others is essential in business. Whether in sales, design, management or anything else how we persuade others is key to our success.  So is persuading others an art or a science? Life is a negotiation. We can rarely, if ever, succeed by ourselves. Therefore it’s very important to understand the science of persuasion. Only more »

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Treating a complaint as a gift…

‘Your most unhappy customers are your greatest source of learning’ is a quote often attributed to Microsoft founder Bill Gates. How do you view and handle your complaints? Are you really using every opportunity to turn those ouch! moments in to wows! Can your complaints be those extra gifts you’ve be waiting for? Let’s face more »

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How to give a feedback sandwich with no bread…

Over time I have often come across the method of giving feedback using the sandwich technique. I think you’ll recognise this: something positive, something negative and then something positive. Although I appreciate the need to leave people feeling on a high and feeling motivated, I do question whether the so called meat in the sandwich gets more »

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How to make an exhibition of yourself

We’re in mid-summer. Looking ahead the autumn is on our horizon. Autumn brings the business conference and exhibition season. So now is the time for you to begin to plan how to make an exhibition of yourself and your company – for all the right reasons of course. You’ll want to Wow! your potential customers. more »

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Case Study – The Gonville Hotel, Cambridge, United Kingdom

In the past couple of weeks The Gonville Hotel received recognition by achieving number one status for hotel accommodation on Trip Advisor for Cambridge. This blog is the story of our contribution to the Gonville Hotel’s success. We have been working with The Gonville Hotel since October 2013. We were originally approached to deliver recruitment skills training. more »

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A story of employee engagement in action

I recently attended a business meeting in Northampton. Our topic was employee engagement and how people are appraised at work. The venue was quite a large corporate company with an instantly recognised brand name. The building had all the trappings of a large international company. My meeting was at 2:00 pm. I was characteristically punctual if more »

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