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Stay on-task in difficult times

‘Diversions or distractions are the enemy of productivity. When we run our workshops we often run the ‘Bad Day in the Office’ exercise, designed to tease out all the things that can divert our focus, and impact on our ability to perform. Coronavirus is that on...

The importance of clear direction

The best thing you can do for your team is to set a clear direction. ‘This is what we are aiming to achieve, and this is what it means for you and you and you.’ Once that is clear, everything then flows from that. It’s especially helpful to get that clarity when the...

Customer Service Step 6 – When things go wrong

Despite all your efforts, there will be times when customers feel you haven’t looked after them. They may feel a sense of injustice, or that your business hasn’t treated them as they might want. How you deal with these situations is critical, if you truly value the...