This morning I read an article about Operational Excellence. It started to tell me that I have to define my value streams from the point of the customer, then went on to discuss 6 sigma in a transactional environment, and then, just as my eyes started to roll to the back of my head, told […]
How to Outclass an Old Bloke
I went for a run along the banks of the Thames this morning, right through central London. Fabulous views, enough to get the most hardened coach potato out of his chair. I was going fine until an old bloke overtook me, he wasn’t going much faster, but he was much older. My ego cut in, […]
Sexier than George Clooney and Barry White
A new phone I am in the market for a new phone for my home. I found a lovely one. The Bang and Olufsen Beocom 2 When I use it I will look more sophisticated than George Clooney and sound mellower than Barry White. Women will fall at my feet. It is a must have […]
Customers are a Pain in the Back
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 […]
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