This customer account is a true story of a heating repair that happened earlier this month. It is a story I am very familiar with, as it repeats again and again across the country at this time of year. It is also entirely avoidable if organisations took the time to properly study and understood their own work. Continue reading
Tales from the MegaCon archives.
MegaCon’s motor manufacturing division is struggling. Shareholder value is the prime driver for bosses and market share is slipping. The Board is determined to fight back and have targeted a breakout into the American market. Continue reading
Like the small indie band that turn into stadium rockers, It’s tough to grow a business, but even tougher to preserve the beliefs and practices that made it special in the first place. Continue reading
Take this simple test to find out how good your organisation is at looking after its’ customers. Award yourself one point for each of these features that your organisation boasts: Continue reading
Recently, I was lucky enough to stay in a wonderful old house in France. You could actually feel the history in the place and it provided a wonderful setting for a break. What intrigued me about the house though were the furnishings that the owners had chosen to add. Some were beautiful antiques (don’t throw that ball in here kids!), which added to the grandness of the property. However, what fascinated me was the shear number of them. Continue reading
In part one of this blog, I concluded that repairs scheduling is fundamentally flawed. Maintenance companies try to shoehorn irregular shaped jobs into nice, standardised boxes and it leads to appointments being missed and repairs left unfinished. The company wants its’ customers to be compliant and flexible, but customers need the opposite to be true. So how do we fix the system? Continue reading
The boxes you see below were a feature of all repairs services throughout the country in the last decade. As it happens, the photo was taken earlier this year, proving that they are alive and well in many services. Continue reading