At dinner on our Norwegian cruise we sat at a table for six along with our good friends and another couple we’d just met. We ordered a lovely (very expensive – well, this is Norway!) bottle of white wine and tucked into our dinner. My friend asked if there was…
I was 16 when I first got a Saturday job in Boots. My schoolfriend Simone and I joined at the same time. She worked in cosmetics, I was in the record department. I became very popular with all my mates who’d come in on a Saturday to browse the albums.…
Customer Service Training I just wanted to drop you a note to say thank you for the excellent training you both delivered last week for the Emirates Air Line. This is the third year in a row that you have helped us in our shutdown week to deliver customer service…
Last week I stayed at a hotel in London the night before I was due to run a workshop for a client. All was going well until I came back to the hotel about 8.45pm to be told ‘don’t use the lift, there’s no power’. The chap at reception was…
Panic, frustration, anger and feeling downright undervalued were just a few of the emotions that made up my morning today. Let me tell you how it all began. It was a wet and chilly morning in Walthamstow, we were preparing to drive home to Stamford after a few days on…
Last Friday I bought myself a new top, very smart, from Next, which I decided I’d wear for a photo shoot Dave and I were participating in the next day at The Studio in Whittlesey – which you’ll get to see soon! The day started well and the first set…
A mortgage broker was helping me with my remortgage at home. My wife and I are a pretty complicated mortgaging case (we’d make a good case study in the Sunday papers, I wonder why they haven’t called…?). We’re both self-employed, so no two years’ income are ever the same; and…
As I enter into the last phase of a major contract negotiation for one of my clients, I am reminded that collaborative working is not necessarily an easy option to take, but by far the most successful way of achieving a solid basis for FM success. Every set-back, (and they…
I’ve been fortunate this week to come across some fantastic examples of service delivery and client relationships by FM service providers this week, which I’d like to share with you. A prospective client was running later for a bid presentation, and had inadvertently left his case (with laptop) on his…
Whether you are responsible for a single site, or multiple locations, having happy customers is the ultimate goal for any FM. Not only does it make for a quieter life, but it also gives reassurance that supplier services are delivering effectively. Ensuring that the basic needs of employees and customers…
