The Coronavirus pandemic has been a really, really good thing for some industries
You’d have to have been living in a very large black-out bubble not to be aware of the catastrophic impact Coronavirus has delivered to the Universe over the last 5+ months. Indeed, it’s brought the world to a complete standstill at worst and to a very large pause at best. As a result, there are […]
The ONE thing Donald Trump HAS got right!
Well maybe not Trump himself, but his people have got something right for sure…. …and that’s the oodles of stories sprawled across the internet, of companies from across the pond delivering remarkable customer service in a truly unforgettable (or should I say ‘truly memorable’) way – and it seems, those service givers (and receivers) love […]
Have a break – have more than a Kit-Kat
Jeez it’s been a scorcher over this last week hasn’t it!? It’s fine for those of us who were planning to be sunning ourselves in the Algarve or cruising along Hawaiian shores at this time and who now find themselves holidaying in their back-yard or down on the local beach front instead…. At least you’re […]
Until they buy…or die!
There are a few things that you can never accuse me of being – and not being persistent (albeit annoyingly so at times) is one such thing! I was taught from the early days of my career that the only thing failure would not tolerate was persistence, so I guess I’ve always had a gritty […]
Working remotely during the Covid Pandemic – 6 Golden Rules to follow
This week I’m going to be short and sweet (aren’t I always ). Seems that the home working craze is starting to wane a little – perhaps it’s not quite the panacea we thought it might be with many starting to feel a little frayed around the edges. So hopefully this week’s FIT Matters will help rebalance […]
Why customer service emails are like a fine wine
Let’s face it, we all know that, no matter how technologically advanced we become in this crazy AI world we live in, customers will ALWAYS want to interact with a real human being at some point, especially if their enquiry or query escalates into a ‘situation.’ And you & I also know that human interaction […]
Strictly speaking, are you an Ann Widdecombe or a Kelvin Fletcher?
Running a successful customer service operation that’s frontlined by a top-notch team, whose prime focus is on ensuring a world-class 10/10 experience for its customers, is a lot like learning how to dance… Before you can Cha-Cha-Cha and Foxtrot your way around the dancefloor, you need to learn the steps. While there are exceptions to […]
Make peace with your past this Christmas!
There’s a wise old quote that’s resonated with me for a very long time during my career… “If you want to SEE progress, look backward. If you want to SEEK progress, look forward” And actually, it’s really important to do both isn’t it? Especially at this time of year, as we approach the closing of […]
Are you a Stretch Armstrong?
The man, the myth, the legend. For many, Stretch Armstrong still brings back many happy childhood memories Trying to see how far this large gel-filled, and quite frankly, tormented action figure would stretch was the name of the game. You only have to type Stretch Armstrong in on YouTube and you’ll find an array of […]
Colour Me Beautiful
Image consultancy Colour Me Beautiful were the first in line back in the 1970s to teach business leaders a thing or two about how to dress to impress in the world of work. I was so fortunate to have worked for the greatest Investor in People (long before it was ever a nationally recognised industry […]
