Give customers the credit they deserve

Here’s a good maxim for a business to live by: don’t treat customers like idiots. Don’t try to baffle them with your industry terminology, hide behind lame explanations for why you can’t do something or fail to give them a method by which they can easily contact you. It amazes, perplexes and angers me in … Read more

Don’t take that tone of voice with me!

Every business, like every person, has a tone of voice. It can vary depending on circumstances, just like being in a bad mood can put an edge in your voice, whether you intend it to be there or not. Unfortunately, unlike a teenager throwing a wobbly, a business won’t be easily forgiven for getting stroppy … Read more

Small, nimble… and deadly

In a world that seems to love ‘big’ (big brands, big news, big celebrities, big scandals) don’t you think we tend to undervalue ‘small’? Too often something small is not taken seriously. That may be down to a very human trait which subconsciously associates success and ability with scale; if the business is big, it must be because … Read more

Use modern tools and imagination to stay afloat

It’s hard to imagine a commercial sector facing a more harsh environment right now than high street retailers. Big or small, they are falling by the wayside at an alarming rate. Like all of life’s most complex challenges, there’s no one fix for this and there are a plethora of reasons for it happening in … Read more