Customer Service | strategic teams

Understanding The Myth Of The Neat Office!

Posted on November 12, 2022 22 Comments

Should you have a neat and tidy office? Should it be organised? Should you use a fake backdrop during video conferencing? When I started work, you had to be quiet, sit at your desk and weren’t allowed to talk. If you had an office, it had to be sterile, almost minimalist. The war regarding the […]

Good Governance – Due Diligence and Its Five Principles

Posted on January 5, 2021 Leave a Comment

Why good governance is important and why you should commit to it! Too often when it comes to making key decisions (both strategic and tactical) they are either executed far too quickly i.e. for expediency’s sake, or not at all. The other issue here is that, more often than not, there is a substantial delay […]

Leaving The Door Ajar

Posted on October 17, 2020 25 Comments

Or why we shouldn’t paint a person into a corner Five suggestions on how to manage those who are determined to make your life a misery… The subject of today’s post has come about in response to a fellow blogger, who recently had a very unpleasant, and hurtful experience. When dealing with a critic or […]

The Butterfly Effect In The Workplace – 5 Small Changes That Will Make A Difference

Posted on September 17, 2020 10 Comments

What is the Butterly Effect? The Butterfly Effect the foundation of Chaos Theory, along with Chaos Management (Tom Peters) and the future, are things I am keenly interested in. However, I have never been a great fan of the former regarding its use in films and movies. However, I was watching the Kdrama Alice the […]

4 Steps to Reach Business Competitive Potential

Posted on July 30, 2020 Leave a Comment

Graham Kenny, colleague and Harvard Business Review contributor suggests in his article: 4 Steps to Reach Business Competitive Potential using COVID-19 as an opportunity to undertake a reset. He comments “look beyond your industry to find a step-change in your business’s performance. Maybe then your business will reach its competitive potential.” Graham outlines a four […]

Following Up On The Customer Service Triangle

Posted on March 27, 2015 1 Comment

Sean Fletcher In my last post (20 March, 2015), I commented on the magic of Karl Albrecht and his Customer Service Triangle. In today’s Blog, I am going to discuss how to use the Service Triangle at a “lower level”. The great thing about the Service Triangle is that it can be used at any level within […]

The Magic of Karl Albrecht

Posted on March 20, 2015 1 Comment

Sean Fletcher In this age of “Gurus” there is one, for me at least, that has stood the test of time. His name: Dr Karl Albrecht. His work will forever remain a key part of the customer orientated world in which we live. Karl understands the human psyche only too well. His tools and insights […]