Café Culture The other day I walked into a café; it was a popular place, there were people crowded around all the tables. Three members of staff were on duty. They were having a long and detailed conversation about a stock-take. I stood and waited. I waited and stood. The staff gave me a good […]
How a Morning Croissant can Improve Your Career
The lucky baker I love holidaying in France. One of my guilty pleasures is the boulangerie or baker’s shop. It is not that I am a pig — though I have been known to knock back more than my fair share of croissants — the thing that I love is the shop itself, the window display, […]
Customer Service the Virgin Atlantic Way
People love Virgin Atlantic. If you Google “I love Virgin Atlantic” you’ll get 79,000 hits, try doing that for British Airways and the number is 50,000. A number that isn’t too shocking until you realise that BA have ten times as many planes as Virgin. The “I hate” figures tell a very similar story. But […]
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 […]
Sticky
Process improvement saves money, but it can also drive revenue. 10 companies who use their processes to create sales: Cross selling: 1. Amazon: Customers who bought this also bought…. 2. Apple: Visit the iTunes store to download artwork Making the next sale: 3. Your Dentist: Would you like to book your next checkup? 4. Your […]