Crazy will do

Transcript from an advert for Apple about 2o years ago. Here’s to the crazy ones The misfits. The rebels. The troublemakers. The round pegs in the square holes. The ones who see things differently. They’re not fond of rules. And they have no respect for the status quo. You can praise them, disagree with them, quote them, disbelieve them, glorify …

Three R’s and a T

What role does good education play in great customer service?  The tools for learning, the so called 3Rs of reading, writing and arithmetic, are cornerstones of education systems across the globe.  Tried, tested and mastered by most young people, each of course plays an important role in any customer interaction.  But where is the T? On a recent visit to …

A Christmas Moment

It’s once again ‘The Most Wonderful Time of the Year’ (or at least I think that’s what the song says!).  Of course in reality we’re all rushing about; trying to get work wrapped up before the break, make sure we haven’t forgotten Auntie Gladys’ annual consignment of ‘Quality Streets’ and grotto-ify the house with tinsel, twigs and baubles.But, in the …

Queuing Theory

My previous blog about queuing ‘Queuing:there has to be a better way.’ received an unexpected response from my son.  As a University researcher studying something to do with physics and mathematical modelling, he suggested that I might have mentioned queuing theory in the blog.  I have to say this was very remiss of me.  I asked him to briefly clarify …

The appreciation of ‘wow’

A small intake of breath, your eyes widen, you feel emotional delight and exclaim, ‘Wow!’.  Not only have you been surprised, but at the same time you are engaged. A moment of delight to enliven your day. How often do these wonderful experiences happen to us in a day?  You would expect when I ask a group of people this …

60 minute toilet check

What a reassurance, ‘these toilets are checked every 60 minutes’.  What a relief! After all, the form has been signed or this timer has been reset.  I can enter at my convenience in the knowledge that everything has been checked. Which begs the question, what exactly does a check entail? As I stood outside one of these ‘checked’ facilities at …

Lessons from Commedia dell ’Arte

Prologue: ‘What a meeting that was, the two of them sparring like two male buffalos.  She just sat there smiling smugly, chirruping away, playing one off against the other.  She got her comeuppance in the end; when they found she hadn’t sorted-out the finance team.  Well the rest of us could see it coming from a mile away.  Jealousy, intrigue, …

The ‘Gone Fishing’ Mindset

Driven as I am by the desire to work hard to get to the next level, I am particularly struck by the fact that for some reason there are people, even in the present economic climate, who don’t share my passion.  It seems that many are still inclined to hang the sign on the door which reads ‘Gone Fishing’.  This …

Lessons from Triathlon

My colleagues have allowed me just two Triathlon blogs per year which I’m sure you’ll agree is tantamount to censorship, after all, my experiences in the three disciplined sport can surely give many and varied insights into the development of excellence. I have just completed the Alpe D’Huez Triathlon in a time of 9 hours 26 minutes which I know …

The Undermining Game

Some frivolous Friday observations. At the age of 12 I read a book which has influenced my life ever since.  ‘The Complete Book of Golf Gamesmanship’ by Stephen Potter.  How to win without actually cheating. I don’t play golf.  I never have played golf.  No one in my family has ever wielded a golf stick in anger, ever.  So why …