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How to say no

YES! Yes, I’ll do it – Too easy. Sorry No – Too hard. If, like me, you are presented with a dozen or so opportunities a week (thank you LinkedIn) … If you have well-meaning souls aiming to make your life richer, more fulfilled, etc … If you feel like you don’t have enough time […]

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What the heck has happened to customer service?

When John Lewis and Apple are screwing up, you know there’s something wrong. Apple have lost all of Mrs Hep’s calendar data (that’s why you didn’t receive a birthday card) and after 4 weeks, they can ‘see it’ but appear to be no closer to restoring it. John Lewis screwed up an order 3 times […]

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Ok So It’s Not Coming Home

I’m writing this newsletter in a state of contemplation. We’re not going to be in the World Cup Final, it’s not coming home and this morning the whole of England feels a little bit _ _ _ _ Obviously, this will be my last mention of the World Cup for some time – normal service […]

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Why we will win the World Cup

If like millions of football fans you’ve been watching the World Cup – Or let’s face it, even if you haven’t been watching it you know about it – Then you’ll know there’s a bit of a feeling that a win could be on the cards. That’s the beauty of being a fan. Belief. Belief […]

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The Enemy of Loyalty

‘Your desserts!’ The waiter placed our perfectly presented puddings in front of us with a flourish.  They looked amazing! So why did we refuse them and send them straight back untouched? We were already customers.  We were having a lovely dinner. The starters had been great. It’s just he’d missed one important thing… The main courses. However, […]

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My Extraordinary LinkedIn Post

Like many people, I’m on LinkedIn.  I’ve noticed a trend recently where members post short videos, often promoting what they do. I’m not sure why but many of them feature the person walking down a street; mobile phone camera held high, as they offer the viewer their thoughts. Or as it’s also referred to, ‘content’. And there’s the […]

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When to Stop

Never, never, ever quit… Is such stupid advice. One of my clients just made a massive decision to close an office in an emerging territory. I’m sure if they had kept going, sooner or later they would have made it work. But right now there are many other things to focus on …. Like creating […]

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Thanks for the Business

Our local garden centre is like many independents. They charge a bit more, don’t always have the stock and it’s a bit scruffy and chaotic. But they are always happy to see you and thank you for choosing them over the national chain warehouse around the corner. That’s almost true. Well the first part of […]

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I’m buzzing like a bee

In fact, I’m buzzing like a panicked bee on a hot summer’s day, trapped in a jam jar. I’m wearing a bit of ‘clever tech’. It’s supposed to be helping me but every few seconds this confounded gadget lights up and shocks me. Buzz! Shocks me back into perfect posture. It’s been given to me […]

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Needing to be right

350 words – 3 minute read I’m writing this in wait. The house over the way is in the midst of a major build and I’m poised. I’m ready to catch the builder/plumber/joiner/sparky who thinks it’s ok to park right outside my house, eat boiled eggs then chuck the shells out of his car window. […]

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