Service is all about flexibility and being able to accommodate your customer’s every whim. Or is it? If you go into a delicatessen you expect them to be able to give you a chicken piri piri brown baguette with extra pineapple, hold the mayo. That is flexibility, that is great service. But once you have […]
What did Tony Blair do for Customer Service?
Control versus empowerment: Option 1. Rule with an iron fist, don’t allow employees to show any initiative, make sure they do what the centre says they must do, be inflexible, remove yourself from the action. Option 2. Empower people, let them do whatever they think is the right thing, let processes and standards diverge, all […]
Bored at Work
Facebook gets more hits than Google. There is a social media revolution going on. I can communicate with millions using Facebook, I can Twitter to thousands and if you really need to see me, how about a bit of YouTube? It is all about engagement and communication. Which are, oddly, two of the biggest challenges […]
Clutter Confuses
Knives in a knife draw Data on a chart Poorly structured arguments Books on a side board Badly written instructions Clothes on the floor If you need it to work, clean up your act Image by puuikibeach
The Good Idea
Imagine somebody who works for you has a good idea, what happens? Do you add it to the pile of other good ideas for a development team to implement, someday? Do you ask for further analysis and a cost benefit justification? Do you ask them to get the 10 necessary signatures so that it can […]
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