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Keeping secrets

A rare thing happened the other day, a client contact let me know that they were going on holiday. Yes, really. Now if you were reading this in the 1980s or 90s you might think, “Okay, but what’s the big deal about that?” however, in the 21st century, it seems we like to keep that […]

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Left hand, right hand: communication breakdown

I’m sure many of us have worked in organisations, often larger ones, where we feared that the “left hand didn’t know what the right hand was doing” – in other words we suspected some form of communication breakdown. Perhaps it was only a hunch, but I can assure you it can be real as this example […]

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Great customer service, an example

We rarely seem to hear of good customer service these days. Let alone great customer service. It’s always the bad service we get to hear about. There again the best examples of great customer service seem to come from seminar speakers who relay third hand stories usually from America. So it is perhaps nice to […]

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Bands, brands… are they so different?

I’ve always liked history, and although I didn’t always excel at playing musical instruments myself I have from the earliest age had an interest in music. Strangely enough, this combination means I am particularly drawn to television documentaries that combine the two (i.e. music and history). That applies even if I’m not actually really a […]

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Extended trading hours

As soon as I said it I realised it was a mistake. Once more my attempts to be helpful had come up short. My suggestion to extend opening hours to adapt their offering to suit their customers was based on recent market research, but as I said the words they seemed highly controversial. The discussion […]

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