To the point

June 27, 2020

With plenty to say and only five minutes to say it, we find ourselves being pretty direct. All the fluff, all the couching, all the counterbalanced arguments, all the face saving... READ MORE

Ask ’em

June 18, 2020

We can take it for granted that customers choose us. Maybe they walk in the door, or shoot us an email, or click Buy on our website. We do what we... READ MORE

How did this happen?

June 14, 2020

The question at the heart of accountability is, How did this happen? And it’s useful whether things went well or not. Most times though, it comes out of the bag when... READ MORE

Up to scrutiny

June 11, 2020

There are times when we change the rules for the benefit of others, like when we make pay rises, or improve terms, or send word about early delivery. These are easy... READ MORE

Intimately involved

June 7, 2020

Should we involve the staff in designing the systems and processes they’ll use? Should we involve the customers in decisions about how best we can serve them? Should we ask questions about products... READ MORE