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Recent Posts

Mistakes don't have to be costly

We all make mistakes. Sometimes we have the opportunity to put them right, sometimes we don't.

Your customers won't always tell you when they're unhappy, instead, they'll tell their friends, family and anyone who they can reach through various social media channels. These customers vote with their feet and are the most damaging to your business. Your churn rates increase, your ability to attract new customers is diminished and your reputation is tarnished.

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10 things we learned from writing our book

This time last year we were just starting to write our book, we didn't even have a title at that point, although we had a very good idea of what we wanted to include. We spent the next 6 months planning, writing and editing and the next 5 months with our proof readers, copy editors, designers, typesetters and of course our publisher, Alison Jones.

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Trusted Book Launch

On 23rd November, we were very proud to invite our friends, family, valued clients and contacts to the launch of our book, Trusted: The human approach to building outstanding client relationships in a digitised world. In 'Trusted' we introduce you to our T-Spot Model, the 5 elements of building trust.

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10 Tips to improve your clients' perception of your business

In business, we must differentiate ourselves through our brand, through our product offering and, in a service business in particular, through the behaviour of our people.

Your clients’ perceptions of your organisation are developed through the people they interact with in your company.

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George Osborne's First Impressions

As George Osborne steps into his new role as Editor of the Evening Standard, I was invited to speak to Adrian Chiles on BBC Radio 5 Live to talk about George making a good first impression.

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Dress Code Debate

A publicity campaign is underway to help employers and their employees understand their rights when it comes to dress code in the work place.

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Meeting and Greeting: Getting It Right Across Cultures

In recent months all eyes have been firmly focused on leaders of the world as we experience change like never before. Every word they say comes under intense scrutiny and while their words and promises may change - and often do - the one thing that is a clear indicator of their composure, poise and confidence in any situation is their body language, in particular their greetings.

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Does your handshake stand the test?

At a recent workshop we ran for senior level mangers we included a brief ice-breaker exercise, something we'd intended to spend a few minutes on at the start of the session.The amount of discussion provoked by this exercise was very interesting. The exercise was simply to shake hands. It’s a brief gesture and a standard introduction in business. It’s something we do all the time, but have you ever stopped to consider what your handshake is saying about you?

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