When was the last time you received such good customer service, you had that ‘wow’ moment as you walked away feeling all warm and that the world was in fact filled with happy people who are happy to help you?
Read more … Peak Experience
Trying to upgrade my satellite package resulted in the phone call not being answered after 20 minutes of trying. Not once, not twice but three times. Calling my local Audi dealer to book the car in took twenty minutes for the call to be answered and the promise of a six week wait for a so called courtesy vehicle. Three calls to the doctor’s surgery ended up in three voice announcements that they were closed, for lunch, training or something else. Who would have thought that organisations could make the spending of money so difficult?
Read more … No service, big opportunity
What is that you say? There is no such word as ‘teamship’ and joy is a word rarely associated with anything to do with work or business. Well you may be correct.
Read more … The Joy of Teamship
I have decided that I am going to ban the word review. After a lifetime spent running businesses and coaching business leaders that has been full of performance reviews, accounts reviews, personnel reviews, quarterly reviews, annual reviews and restaurant reviews why would I suddenly develop a deep aversion to the word review?
Read more … Review No More
Foreword by Ian Kinnery
This week Thursday’s Thoughts takes on a new format. I have been writing weekly pieces for several years now in the hope that my thoughts will provide inspiration and meaning for the readers. One of the major delights in my role is seeing others learn new things and begin to perform and think at a higher level. When Hazel, my excellent business manager and wingman (lady) had an Aha! moment last week we thought that others might benefit from her learnings. She has stretched her comfort zone to write the following. I hope you can learn from her experiences. Thank you Hazel.
Read more … Learning and Growing by Hazel Coupe
“Satisfactorily underperforming companies need turnarounds” argues the renowned turnaround guru Greg Brenneman. It was the first time I had come across the phrase “satisfactorily underperforming companies” and it rephrased a concept that has always fascinated me.
Read more … Satisfactorily Underperforming Companies
Abraham Maslow was a famous psychologist best known for his “Hierarchy of Needs” theory. If you aren’t familiar with it, look it up. He purports than mankind is a wanting animal. That we have a series of needs that we seek to fulfil. As those needs begin to be fulfilled they cease to motivate us as we unconsciously try to meet the next series of needs in the hierarchy.
Read more … Abraham Maslow Inspired Thoughts
As a world class business coach I suppose it is only to be expected that I would be able to learn some lessons from the gathering of the world’s elite sportspeople that takes place every four years. It could provide content for months and months to come but don’t worry I am not going to milk it.
Read more … Lessons from Rio
Learning to ride a bike isn’t easy, as anyone who remembers their efforts as a child can testify but once we have mastered the tricky bit of balance, and stopping it is all pretty intuitive isn’t it? To turn right you pull the right bar towards you and to turn left you pull the left bar towards you. Simple! Well perhaps not.
Read more … Countersteering