We have spent the last two days exhibiting and speaking at Accountex at ExCel. We had planned to do lots of social media, live tweeting, video and photos - but - we didn't do that. Instead, we did what we always do, we connected on a human level. We had great conversations, connected with many lovely people and started, what we hope will be great collaborations.Read more
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.Read more
Meet our credibility thief. He shows up in many different guises within all of us. He thrives on damaging your reputation, sabotaging your relationships and devouring your profits.Read more
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.Read more
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.Read more
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.Read more
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.Read more