Blog

HOW TO GIVE GREAT CUSTOMER SERVICE – PART 2 PROCEDURES

In my last blog I looked at customer service policies. It’s not enough to have a policy, you need procedures to ensure that good customer service is carried out. This will help you set and maintain high standards, identify any problems quickly, and ensure you don’t lose customers. Policies, procedures and systems can help you deliver excellent customer service. Procedures ...
Read More

HOW TO GIVE GREAT CUSTOMER SERVICE – PART 1 POLICIES

In my recent blogs I’ve talked about how to attract customers and keep them long-term. I’m going to explore what you should be including in your customer service policy, before looking at procedures in my next blog. We know that the customer is ‘always right’. Business owners and managers need to understand this and ensure that the whole team embraces ...
Read More

WHY CUSTOMERS BUY

In this blog I take a look at how you can generate sales by understanding why customers buy. I’m going to be talking about emotions, and the role they play. Don’t panic… you won’t feel embarrassed, and you won’t be reaching for those tissues! You may know of the ‘4 Ps’ of marketing – product, price, place and promotion. And for ...
Read More

BE A BETTER BOSS

So many business people end up in charge of staff, not because they have the experience or training, but because the company that they are part of has grown and it’s just been expected of them. Some business owners that I know started their companies from their garage or home but now those organisations bring in millions of pounds and ...
Read More

CREATING YOUR BUSINESS CORE VALUES

Many companies, business owners and managers have a rough idea of their company culture and values, but don’t get anything documented and formalised. They don’t share this knowledge with employees, but they still expect staff to act accordingly! Jim Collins and Jerry Porras published their book “Built to Last: Successful Habits of Visionary Companies” in 1994, which covers their 6 ...
Read More

EFFECTIVE SOFTWARE & APP DEVELOPMENT AND IMPLEMENTATION

I have seen so many people rush into buying costly new software for their business only to find that it is not suitable. Others take time to decide on an application but then make the mistake of not forward planning or thinking ahead and they crack on with the implementation and then come across all manner of problems. I want ...
Read More

WEAR THE RIGHT HAT WHEN MAKING BUSINESS DECISIONS!

To be able to make the right decisions in life and in business, you need to be able to see all problems from many different perspectives. Optimists will never see the downside of a decision and the over cautious might miss great opportunities. Edward de Bono created “Six Thinking Hats” back in 1985. It is aimed at making you explore ...
Read More

TIPS TO MAKING EFFECTIVE BUSINESS DECISIONS

When you run your own business, you have to make many decisions every day. These decisions not only affect your business directly but they also affect your staff, and most importantly, your customers. Having the ability to be able to make those business decisions effectively requires a mixture of 3 things: a good education, hands on experience and a gut ...
Read More

STAFF WELLBEING WITHIN YOUR BUSINESS

Today I’m going to be talking about the importance of staff wellbeing and how it impacts on businesses. So, what is wellbeing? Wellbeing can be defined as: “creating an environment to promote a state of contentment which allows an employee to flourish and achieve their full potential for the benefit of themselves and their organisation”. Putting it simply: People perform ...
Read More

BULLYING IN THE WORKPLACE

Here I’ll be looking at bullying at work. Now… You might be wondering why a business advisor and trouble-shooter, is interested in, what might be considered by some, as an HR issue. Bullying costs businesses many thousands of pounds each year in legal action, reduced productivity, high staff turnover, and an increase in sick days. I’m particularly passionate about this because I’ve ...
Read More