Since my first “proper” full time job after university, many, MANY years ago, I happened to work in work environments where colleagues, suppliers and customers happened to be remote. In fact, not just remote, but overseas, speaking languages I did not understand, in time zones very different to my own. When I fast forward to… Continue reading How to motivate your remote working team
You’re stood waiting at the supermarket checkout – you thought you were winning when you found a queue with only a couple of people in it, but it seems like the cashier is on go slow. Just as you start to unload the shopping from the trolley, the cashier plonks down a big “Sorry, we’re… Continue reading Expectation Management – 6 simple reasons why it fails
In a recent post, I asked the question, “Should premium products come with premium service?” I concluded that this would very much depended on what your product and marketing teams committed to your customer. So if your business does positively promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service
Controversial title, perhaps, but those of you who have worked with me will know that I put a very, very high value on activities that support people growth and development. Every large business I have worked in has missed opportunities to during the quarterly and annual appraisal processes to reward, motivate and define responsibilities for… Continue reading Annual review: genuine tool to motivate or tick box exercise?
I’ve spoken to so many former colleagues, acquaintances and friends about mental health, and the negative effect it can have on both home and work life. It occurred to me that an approach that I was using to manage stressful situations in my dealings with work might also be helpful for others. It’s not necessarily… Continue reading #MentalHealth: managing workplace stress
Early on in my career, in particular, when I was first appointed a line manager, I was always keen to minimise the involvement of other people in any projects I ran. My naive logic went along the lines of the less people involved, the less unexpected inputs to handle; and the more likely I was… Continue reading How to collaborate more successfully (and why it matters!)
What impression does someone have when a business has poor attention to detail, slow to respond or don’t respond at all, force you into a clunky and irrelevant automated processes that asks an innumerate amount of intrusive questions or ask the same questions that you have already answered? This may well be the reality of… Continue reading Four ways your recruitment team is damaging your brand
Six months into our life in Portugal, my husband and I were out walking, chatting as we strode up and down the steep hill in our corner of Lisbon – we paused to reflect on how things are going. It’s been a rollercoaster ride so far, as one would expect with a change of country. … Continue reading The power of walking and talking
In the past few weeks, I’ve had the misfortune of having to deal with cancelled flights, incorrect orders delivered, poor service in a restaurant and mobile operators as I port my number from one network to another. Of course, my regular readers will realise, this creates much fuel for my weekly posts! Rather than commentary… Continue reading Five physical signs of poor service delivery
I was recently sat next to someone in an office and I inadvertently observed a conference call they were hosting. It made me cringe – clearly some people were late, or didn’t even arrive on the call, others seemed to be talking over their colleagues, and from my line of sight, it was clear that… Continue reading Have we forgotten our manners at work?