To work it out

October 11, 2021

When things go wrong, you clear up the mess and move on. Part of the mess is always the communications - how it happened, what you’re going to do about it, what... READ MORE

Too coldly

October 10, 2021

There are times when we have to give bad news, like the end of a contract, or the price is too high, or the quality has slipped, or we’re not going... READ MORE

Jump the hoop

October 9, 2021

That thing they want you to do, that hoop they’ve asked you to jump through, the extra documentation, the certification, the new process to follow … doesn’t matter what you think... READ MORE

Something extra

October 8, 2021

You have your way of working, it works for you, you produce brilliant results. You enjoy a certain amount of success and you’re happy with the way things go. The customer comes... READ MORE

Simple door

October 5, 2021

There are times when things you never imagined would happen, happen. If it’s good for all parties then we’ll all smile and get on with the next thing. When it isn’t,... READ MORE