Four signs that perseverance won’t pay off

“When the going gets tough, the tough gets going“, so the saying goes.  If I’m honesty, I always felt a little confused by this statement. On the one hand, the meaning of “get going” could suggest “get on with it”.  But at the same time, “get going” could also mean “walk away.”  In this post,… Continue reading Four signs that perseverance won’t pay off

What do recruiting and dating have in common?

So you’ve lined up that first date – from viewing each others’ profiles, maybe connecting through a mutual acquaintance, exchanging messages, maybe chatting online for a while, but now if the big moment!   Will it be love at first sight? Is this “the one”? Nerves frayed, feeling red-faced and flustered, but also excited – who… Continue reading What do recruiting and dating have in common?

Three things you shouldn’t say to your customers

My husband and I made our annual pilgrimage to Helsinki to celebrate Finnish independence day, and I decided to book us into a hotel chain that we don’t usually use, just to have a different experience.  With fantastic views, pretty decent reviews and an uber-cool cocktail lounge, we were looking forward to a fabulous weekend.… Continue reading Three things you shouldn’t say to your customers

How to clear your emotional debt

Here’s a question – why is that team building days so often involve doing physical stuff together? Surely so-called management away days should be all about building strategies, and time huddled around a flip chart brainstorming would be the best use of the day, right? We’ll come back to that question later, but in the… Continue reading How to clear your emotional debt

Why we need to stop talking about change!

In a recent conversation with Rich Tuff, a member of the Mercer UK executive, we were discussing change, and how for some businesses it is celebrated, whilst other businesses fear it. Rich pointed out that kids are exposed to more information by the time they start school than many adults experienced in a lifetime compared… Continue reading Why we need to stop talking about change!

Sexuality & Gender: Coming Out at Work

As I approach the end of my tenure as Co-Chair for PRIDE, the UK Chapter of the LGBTA (Lesbian, Gay, Bi-sexual, Trans and Allies) community at Mercer, I’ve been reflecting on how we have made progress in the last couple of years.  Of all the roles and opportunities I’ve had in my career, this is… Continue reading Sexuality & Gender: Coming Out at Work

Why consistency, ownership and being human matter most in customer experience

My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same.  Stiff competition, tight budgets, demanding customers and a need to evolve.  Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Why consistency, ownership and being human matter most in customer experience