Are you a Top Gun? Yesterday I reused a term for the standard I want all our support engineers to consistently hit. Top Gun as most people know is a cult film and introduced us to the best of the best fighter pilots. At Manchester University I lived with a group of RAF pilots and [...]

Most people have heard the famous Abba song ‘Knowing Me, Knowing You’. You can read a lot into this lyric. How often do you spend time getting to know yourself? This seems a rather strange question, but we spend lots of time with friends and family and reflect on their decisions and personalities. In my [...]

Last week I ordered a shiny pair of red wellingtons for my wife’s Christmas present. I received text messages to communicate and then confirm delivery times and they arrived on time to my expectations. I’ve not spoken to anyone or been given anything for free, but I’ve come away a Raving Fan. My time has [...]

How often do you find yourself saying: “use your common sense”. In a world where red tape and bureaucracy is becoming more prevalent, there is a danger that we stifle common sense and innovation. Today, I want to pay tribute to Thomas Watson Sr. whose business skills led to the success of IBM. He ensured [...]

I am enjoying the discipline of producing periodic blogs as part of my Head of Customer Service role. There is a structure in place whereby I am asked by our Communications Director to participate and his department keep me in check by requesting my copy. Without the request or the chasing then I may quickly [...]

You can never guarantee that nothing will go wrong in service. Simple mistakes or oversights can quickly damage your customer’s perception of your company. For example: You order a rare steak and the chef cooks it medium. The garage promises your car will be ready for 5pm when you drop it off, but then they [...]

I am head of customer service for UKFast. I am a husband. I am a singer. I am a friend. I am a brother. Like everyone I am many different things. From time to time I like to reflect on this and think about what the impact is, of all of the things I do. [...]

I’m a raving fan of Customer Service Week. We’ve had a really successful one celebrating and focusing on the importance of excellent service. I ended the week dressed as Batman the Dark Knight, but my approach to championing service has been anything but stealthy. Friday was the day to thank all our service superstars at [...]