Articles

The danger of the unconsciously incompetent “Do we really need to include those articles in the in-house magazine?” enquired the change coordinator. “Yes, we do” I replied. “The …

Advertisers know that the best way to sell a product is to persuade customers to imagine themselves enjoying that experience. Advertisements for sausages don’t list the meat content …

Now that you know what a key performance indicator is and have developed your own set (maximum of 7, remember?) to measure against your objective, it’s important to …

My eldest son does not like change. That does not mean to say that he is not adventurous. He constantly expands his skills and knowledge as he finds …

The restaurant is half full. It has the noise of a busy restaurant, the beat of music driving in from a nearby bar in Darling Harbour in Sydney, …

When customers complain, the trigger and the reason for the complaint may be what the customer describes. The customer will be describing their transactional needs. Transactional needs include: …

Responding to a complaint well takes into consideration three elements: The trigger for the complaint: Information/advice Price Quality Personal approach Follow-up. The reason for the complaint: Acknowledgement Apology …

Engaging people seems to be a hard thing to do. It shouldn’t be. Here are ten tips for engaging people in your workplace. Engaging people: Make it Personal …

“Take me to your supervisor!” he shrieked, face red with fury. “My supervisor is off work now, sir. I am sorry that you missed your flight to Rio …

Consider this scenario: You have been staying at a five star resort on holidays at a destination you had to fly eight hours to reach followed by an …