April 2012

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How to take your own pulse

It’s hard for a business to get solid feedback. One way to get a clear picture is to appoint an advisory board. Two years ago I was asked for suggestions to improve a medium-sized IT business. I went through and looked at all the normal compone…
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Article 32

The real world is different to a textbook I almost feel silly writing an article about customer service. It seems obvious to me that every business is aware of how important it is to deliver exceptional customer service. Every business textbook and e…
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Article 31

Be careful what message you send I walked into a café recently. There was a lovely desktop published sign stuck on a potted plant that said, “YES, I am real, so don’t break my leaves, because it hurts. THANK YOU.” The appropr…
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Weekender Column 10

I am writing this column on the evening of ANZAC Day so it is impossible to sit down to write a column about my helicopter view and not be overwhelmed by the emotion of the day. Before I speak about some of that emotion, I want to think about the won…
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Newsletter 9: 22042012

Lead Article (Self-help topic – BAD SERVICE = REVENGE CUSTOMERS) Everyone in any service industry seems to be in agreement that it is a good idea to deliver exceptional service. Times have changed though and it is no longer just a good idea to …
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Weekender Column 9

The term lobbyist will often conjure up an image of a shady character doing unscrupulous deals behind closed doors to generate more money for a cigar-smoking tyrant sitting on his island in the Bahamas. Maybe there are some lobbyists that act in that…
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