Day three of National Customer Service Week. I’m cheating a bit today as I’m not involved in any specific event to celebrate the week and so I’m going to talk about what I got up to yesterday afternoon. Having said that, focussing on customers should be and is a constant activity. Peter told me that … Continue reading Unfolding plans 150 – Wear your badge
Unfolding plans 149 – Customer complaints
Day two of National Customer Service week and the festivities are well underway. Today’s themes are Customer Complaints and MOT. I think the MOT idea was one of our own where a small team of people descend upon a part of the wider organisation to help solve issues and identify learning opportunities. I know it’s … Continue reading Unfolding plans 149 – Customer complaints
Unfolding plans 148 – Know your customer
So, it’s day one of this year’s National Customer Service Week. I’ve already told you what our plans are but like the best laid plans of mice and men I haven’t got off to the greatest of starts. Perhaps that’s a little unfair. I had planned to go down to Durham to meet up with … Continue reading Unfolding plans 148 – Know your customer
Unfolding plans 147 – What have you planned for National Customer Service Week?
I covered this in Unfolding plans 106, some seventy five days ago, and here it is. The first week in October has arrived already, the time we set aside to recognise and celebrate our customers. Time is really flying. National Customer Service Week has come around again. It doesn’t seem like five minutes since the … Continue reading Unfolding plans 147 – What have you planned for National Customer Service Week?
Unfolding plans 146 – Simplicity
Life is complicated. The more I think about it the more complicated it becomes. It seems as if complexity is an inherent part of the way the world works. It’s that second law of thermodynamics again. It states that (forgive me for I paraphrase) ‘In any closed system the amount of usable energy is always … Continue reading Unfolding plans 146 – Simplicity
Unfolding plans 145 – Video kills
Video was never my medium. It just doesn’t work for me. I fluff my lines and get all tongue tied. I’m more nervous on video than with any other format. I don’t know why, perhaps it is the permanence of it all. I think I get hung up on how I’m coming across rather than … Continue reading Unfolding plans 145 – Video kills
Unfolding plans 141 – Teaching people how to learn
At work I would like to teach people only one thing. I would like them to learn how to learn. Once you have learned how to learn you never need to be taught anything again. Give a man a fish or teach him how to fish. I’m sure the same thing applies to women. I … Continue reading Unfolding plans 141 – Teaching people how to learn
Unfolding plans 139 – we need fewer rules
First break all the rules. That is what the book said. If this is a rule then should we break it? First stick to all the rules? It’s all a bit confusing. There are too many rules, too many regulations. I can’t be expected to know them all yet every time we are faced with … Continue reading Unfolding plans 139 – we need fewer rules
Unfolding plans 138 – we need more entrepreneurs
I’ve heard it said many times that entrepreneurs are a special breed. They are vital to the health of the economy. They create the wealth that this nation relies upon to pay for its hospitals, its roads and all the other good things we’ve come to expect in a modern economy. I agree. Those people … Continue reading Unfolding plans 138 – we need more entrepreneurs
Unfolding plans 136 – change as a constant
At this round of presentations (I do go on about them a bit yet they take up a lot of my thinking time and so that is my excuse) we decided to split the Spectrum event into two. Prior to this we had delivered the presentation in the main office, on the shop floor as … Continue reading Unfolding plans 136 – change as a constant
Thoughts from a Guerrilla Worker 