23 February, 2015

The Power of the Positive

I was lucky enough to watch the movie Selma recently. In my view, a great tribute to the civil rights struggle in the deep south of America during the mid-1960s. I have also watched another film recently. Not a movie but a documentary that was made in th...

17 January, 2015

Time Management

Here’s a great story that I read some time ago. It gave me my lesson in managing my time and priorities. We use story telling a lot in our training and coaching. This is one of our favourites. One day this expert was speaking to a group of business st...

21 December, 2014

12 touch points for managers to engage with their employees

Research from the Engage for Success movement tells us that those companies and organisations that consistently engage their people perform the following actions and perform them well: Provide employees with leadership that acknowledges the past, reco...

30 November, 2014

How failing to meet customer expectations can be business suicide

I was recently invited to attend a seminar – ironically on sharing best practice in customer excellence. The content looked really interesting, good for my continuing professional development. The venue looked attractive too. I freed up my diary and I qui...

11 October, 2014

When employee engagement delivers great customer service

It’s central London. It’s 9.05 am on a Tuesday, October morning. It’s busy. I have arrived at Victoria station via the Tube. My meeting starts at 10.00 am. Amazingly for me I have time to kill and I need a coffee. I want to tune in to my emails an...