The same three things

I must have mentioned this over and over again this morning. I was with Simon, a photographer living in the middle of Northumberland, blissfully miles from anywhere and talking to him about developing, or rather redeveloping his business. I have mentioned him before as he is someone I have the pleasure of being involved with … Continue reading The same three things

Rural problems

Over the last year Justin and I have been working with a small number of rural businesses to help them develop. We struggled with what rural meant in this context. Is a rural business one that is based in an area with few homes or other buildings and a low population density? Or is it … Continue reading Rural problems

Tips should be banned

The trades union Unite is delighted that the government has decided to ban restaurant owners from keeping back a share of tips that customers give to staff. According to its website, Unite has been exposing rip-off tipping practices in the hospitality industry since 2008. In response to the announcement, a Unite regional officer Dave Turnbull … Continue reading Tips should be banned

Automated service

The continued rise of automation and online services has made access to information so much easier today than was the case even a few short years ago. The amount of stuff that is at our fingertips is staggering and the increasing use of artificial intelligence is driving enormous efficiency in the contact between a business … Continue reading Automated service

Doing customer service well

National customer service week has come and gone for this year but that doesn't mean that I cannot recognise good service when it happens. Two occasions have stood out for me in the last few weeks that show that a retail experience can still be enjoyable even if, as in one case things go wrong. … Continue reading Doing customer service well

Recognition

This week is National Customer Services Week, or CSW, an opportunity to celebrate the relationship that all businesses have with their customers. I have been a member of the Institute of Customer Service for many years now and this week is one of the highlights of their calendar. More details can be found here. This … Continue reading Recognition

Unlock your potential

This week is National Customer Services Week, or CSW, an opportunity to celebrate the relationship that all businesses have with their customers. I have been a member of the Institute of Customer Service for many years now and this week is one of the highlights of their calendar. More details can be found here. This … Continue reading Unlock your potential