Lost an hour?
March 23rd 2023 by
This weekend the clocks go forward. The language at this time is interesting. Which camp are you in? ‘Lost an hour’? Or ‘Gained light nights’? Of course, I’m a light nights fan. I love playing with language. One of my favourites is to observe someone searching for something, rather than asking, ‘What […]
in Innovation and Thinking | (24) comments
Previously on 24
March 16th 2023 by
One of my favourite early 2000s TV shows was 24. I often joked, if I were to bump into Kiefer Sutherland, the first thing I would do is check my watch. I’d want to make sure it wasn’t coming up to the hour as something terrible always happened near him! I watched every episode and […]
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What’s happening to customer service?
March 9th 2023 by
It was just 10ml. A teaspoon of fizz. A moment to shine! Made dull by a poor customer service experience. Our small town has a beautifully refurbished hotel. Like many businesses, they didn’t think anything about spending £100k on the bar and yet 10p on training the staff who are working in it. This […]
in Customer Service | (9) comments
How to lose well
March 2nd 2023 by
No one wants to lose, but if you are going to, it’s worth losing well. Christine and I were lucky to be part of the legendary Toon Army who made the trip to London for the Carabao Cup Final last weekend. Commentators said we didn’t win the game but we won Wembley. But lose we […]
in Personal Development | (8) comments
When you find your passion
February 23rd 2023 by
Our group was taken along a secret track, through a security door, deep beneath the awe-inspiring fountains on a visit to the pump room. I was embarking on a behind-the-scenes tour of The Alnwick Garden. Our guide, Dean, was brilliant. He held the attention of every member of our group which ranged from under 3 […]
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What you learn from the Brit Awards
February 16th 2023 by
Did you see the Brit Awards last weekend? Here are my takeaways. Red Carpet The red carpet is a chance to show off. Pop star marketing at its best. Look at what Sam Smith wore and the multiple memes that followed. No matter what you think, Sam Smith won the red carpet. What’s your red-carpet […]
in Personal Development | (2) comments
Knowledge and Wisdom
February 9th 2023 by
Knowledge comes from learning. Wisdom comes from using that knowledge. Agree, disagree, just want to say hello? Please leave a comment below. Be Brilliant! PS Success comes from working the wisdom.
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Do It Yourself
February 2nd 2023 by
Last weekend I had a DIY day. Not in our house – in my daughter’s flat. What started as, ‘Dad, could you help me out with a couple of things?’ Ended up being 10 hours of tasks. The big one, and first job of the day, was… Resizing and hanging a bathroom door. My […]
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Decision-making made easy
January 26th 2023 by
Decision-making is an essential part of your life. It’s something you do all day, every day. Some reports say up to 35,000 a day! Whether it’s a small decision, like what to wear or a big decision like buying a house, making choices is a fundamental part of your existence. Making effective decisions is the […]
in Inspiration | (3) comments
Fraught with friction
January 19th 2023 by
Brilliant Customer Service requires more than a fake smile and ‘Have a nice day’. It demands introspection, innovation and, more than ever, ease. Think smooth. Friction is the now the leading bugbear for customers. You can be rude, drop the ball, mess up pricing and still be forgiven. If your interaction is fraught with […]
in Innovation and Thinking | (21) comments