Imagine the situation. You run a pizza store and you are losing money. Your raw material costs are far more than they should be. You jump to the most obvious conclusion: Somebody must be stealing the cheese. (Either that or you have king sized mice wondering about). After spending a lot of money on an […]
Circles of Influence: Do You Want Your Team Flexing Their’s?
Three very important circles: The smallest is our circle of control, the things we can directly influence, the time we get out of bed in the morning, how we spend our money. All of it within our gift. The largest is our circle of concern, world poverty, global warming, the economy. All the things we […]
10 Ways to Improve Customer Service Without Investing in IT
1. Agree with your customers what they want from you and when they want it. Clarify all the issues as you work through the discussion, ironing out any misunderstandings and highlighting things that are easy to resolve. Then write down a specification. It is amazing what you will find out. 2. Define what your “purpose” […]
Information Technology: Are you Just Hiding the Problem?
A tale of two officesThe first is a shambles, clearly the owner has no idea what is going on, he should be taken outside, sacked, hung, shot and generally persecuted for good measure. The second is a model of organisation, it is paper free, the work has been, productionised, computerised, systematised and digitised. It is […]
Customer Complaints: Does Your Bank Act Like a 3 Year Old?
Part 1: How children behave There was a little girl Who had a little curl Right in the middle of her forehead When she was good she was very very good And when she was bad she was horrid I didn’t really understand that nursery rhyme until I had daughters. Now I have a couple […]
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