WEEKLY FOCUS  Time to welcome your complaints! It's a fact that one unhappy customer tells 10 to 15 others about their bad experience. If it's really bad, they will tell the whole world! For every complaint that could be made around 20 people simply don't bother- this...

WEEKLY FOCUS Life is like a flight of stairs! I watched someone climbing a flight of stairs- three floors and two landings, upon reaching each landing, they paused for breath, looked up - how far to go. Similarly, looked down - how far they had come. It made me...

WEEKLY FOCUS When the smile behind the service creates a ripple of happiness. In the modern world in which we live, time is precious. The pace of life means that we rush from one thing to the next- this also applies to both customers and staff. Customers rushing to...

Weekly Focus Marginal Gains and the Power of The Mind! This weekend something that many considered impossible was tackled... although the goal was not met, the outcome was considered 'Glorious Failure!' For several years, Nike have been planning an audacious attempt...

WEEKLY FOCUS Can anyone lead? Does leadership only apply to those that manage teams, the sole preserve? Or can anyone lead or does everyone lead at some stage? Noun: 'Leadership' The action of leading a group of people or an organisation, or the ability to do this....

WEEKLY FOCUS Running a Marathon... how 26.2 miles reflects the best in how to prepare both mind and spirit! What the mind believes, the body will deliver! To succeed in life, we all need challenges. This applies to many things that we do in life. In our personal...

WEEKLY FOCUS What is a “Great place to work”? Are we talking salary and OTE, pension scheme and other perks… Or where people love coming to work? It’s very easy for employers to claim to offer a “Great place to work”, but what does that really mean? Are we talking...

WEEKLY FOCUS Can you 'Out Trump' leaders across section? Donald Trump has no political experience- he has never held an office within Government! These were just some of the words used to describe Trump and his rise to President of the United States of America. So how...

WEEKLY FOCUS Create the 'right environment'- watch your teams flourish and grow! 'Business is business,' no time for play, so let's get a good days graft done! Well sort of... but what about the environment? The work place can take many forms but for your teams to...

Weekly Focus When your face does the talking...even whilst on the phone! Body Language is critical to how we communicate, it gives away far more than the words that we speak... So what impact does that translate to when we speak on the phone? I am fascinated with...