Category Archives: Jan’s Blog

When the going gets tough, the tough gets going..

Contrary to popular belief, Ronan Keating was not responsible for this phrase.  Many believe it to have come from Joe Kennedy, father of  J.F.K,  or possibly, earlier still,  from a Norwegian-American  football coach,  Knute Rockne,  back in the late 1900’s.  It has since been used by many motivational speakers, as an easy to remember catch…
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The Three Sides to Customer Service

There are three sides to look at when you are thinking about customer service: your strategy, the what, why and how of what you are aiming to achieve; your people - the people who are going to deliver it, your customer – and what they want out of it. Each of the three is equally…
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Are your staff still using a phone?

Remember that old thing called a phone?  That was once such a centre for all things business?  Yes, I know.  It’s been downgraded.  We have internet sites where the bots can talk to our customers instead.   We have marketing departments whose targeting is so sharp that they would have us believe we can finally un-employ…
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Equal pay is only a part of Equality

2018 has got off to a storm of different headlines on or around Women’s rights, equality and equal pay. I shan’t go too far down the road of commenting on Sarah Vine’s ill-chosen critique of Vogue for putting forward champions of diversity dressed as models and comparing them to the original Suffragettes.   I think she…
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