by Graham | Mar 21, 2013 | Personal development
I met my friend Paul about six years ago. Paul isn’t his real name, and he would be very embarrassed if he knew I was writing about him. Paul is an area manager for an airport retailer. I had a cup of coffee and a chat with him six years ago, and quickly ... by Graham | Mar 14, 2013 | Customer service
Even in the most avaricious and short-term thinking of businesses, you will often find oases of brilliance, managers who care about their people, develop and nurture them and create great employee and customer experiences, sometimes against all the odds. I was... by Graham | Mar 2, 2013 | Activities, Opinions
I spent an interesting morning in the company of nearly a hundred of my fellow Engage for Success Guru Group members yesterday, in the beautiful surroundings of Ashridge Business School. Apparently both Churchill and Macmillan had taught there, as Ashridge used to to... by Graham | Feb 20, 2013 | Customer service, Opinions
It occurred to me the other day that employee engagement may be at the heart of the malaise that is destroying the retail businesses on the British high street. I may be in my fifties and seen as old-fashioned by some people, but the truth is that there are more... by Graham | Feb 11, 2013 | Customer service
During my twenty years in front-line customer service roles, I always felt as if I was fighting a battle with my managers to get the resources I needed to deliver great service to my customers. It seemed to me that none of the people who were responsible for me really... 