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Are you Really Committed to your Customers?

16 June, 2011 by James Lawther 1 Comment

Commitment

I spent rather too long at Glasgow airport this week.  Apparently this was due to “operational difficulties” with, Ifyouwillflycheap Jet. I read my book, then the free magazines, then paced around the departure lounge for a couple of hours and then resorted to reading the posters on the walls. The Royal Bank of Scotland were […]

Filed Under: Blog, Employee Engagement Tagged With: communication, customer focus, marketing, poor service, purpose, service design, trust

In John Lewis we Trust

8 June, 2011 by James Lawther 1 Comment

A couple of months ago my wife bought a bed from John Lewis.  The beauty of buying a bed and having it delivered is that you can also pay to have the old one taken away (which is a pain of a job).  Unfortunately my wife neglected to do this, leading to not a little […]

Filed Under: Blog, Employee Engagement Tagged With: customer focus, good service, John Lewis, service design, trust

Decide, Please Decide, Decide Now

4 June, 2011 by James Lawther 1 Comment

What do you do when faced with a decision? Do you do everything you can to get it right?  Do you analyse the options, get opinions from trusted advisers, work through all the angles to make the correct choice.  Do you take the time and effort to make sure?  Do you do the right thing? […]

Filed Under: Blog, Employee Engagement Tagged With: bureaucracy, communication, decisions, measurement, risk assessment, trust, waste

Constraints and Excuses

30 May, 2011 by James Lawther Leave a Comment

It is really easy to blame other people when you can’t do something, when constraints get in the way.  To rail against the inadequacies in life, to find somebody to blame. It makes us feel vindicated, it isn’t our fault,  and because it isn’t our fault we can’t be held accountable.  Poor performance becomes OK. […]

Filed Under: Blog, Employee Engagement Tagged With: accountability, capability, fessing up, video

Fessing Up

27 May, 2011 by James Lawther 2 Comments

Fessing Up

The Americans have an unpleasant phrase: to “fess up”, or admit what the issue is and take responsibility for it.  It isn’t a nice thing to have to do. Running a long way isn’t nice either.  The first time you do it your heart pounds, you get hot and sweaty, your lungs feel like they […]

Filed Under: Blog, Employee Engagement Tagged With: accountability, best practice, capability, continuous improvement, fessing up, measurement

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