Customer service and focus Recently I’ve been struck by some really good examples of customer service……. Firstly I needed a grub screw for a door handle – I went to a hardware store in Brighton – I showed the guy behind the counter the door handle, he disappeared for about 10 minutes , found some […]

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there’s nowt so queer as folk……

So they say up t’ north! We’re obsessed with process, our check lists, handbooks, maps, spreadsheets, manuals and technology, software, hardware, gadgets, gizmos. And yet we forget, it’s people that make things work, that put buildings together. A computer left to its own devices won’t quite cut it. It doesn’t have opposable thumbs (!) although […]

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