When writing work instructions, you get points for clarity, not style. Instead of waxing lyrical about the customer journey and decisive moments, just make your point. Here are eight ways to do that: Use a clear heading to explain the task If you can’t explain the task succinctly what chance do people following the instructions […]
Are you Really Committed to your Customers?
I spent rather too long at Glasgow airport this week. Apparently this was due to “operational difficulties” with, Ifyouwillflycheap Jet. I read my book, then the free magazines, then paced around the departure lounge for a couple of hours and then resorted to reading the posters on the walls. The Royal Bank of Scotland were […]
The Deadly Cucumber
Germany has had one of its worst ever outbreaks of food poisoning. The cause was an outbreak of E. coli O104. It was bad, 2,400 people became ill and 23 people died. Initially it was thought that the infection came from organic cucumbers grown in Andalusia. In response, Germany’s health ministry told consumers to avoid […]
In John Lewis we Trust
A couple of months ago my wife bought a bed from John Lewis. The beauty of buying a bed and having it delivered is that you can also pay to have the old one taken away (which is a pain of a job). Unfortunately my wife neglected to do this, leading to not a little […]
Decide, Please Decide, Decide Now
What do you do when faced with a decision? Do you do everything you can to get it right? Do you analyse the options, get opinions from trusted advisers, work through all the angles to make the correct choice. Do you take the time and effort to make sure? Do you do the right thing? […]
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