A bit more than expected

A bit more than expected

Everyone talks about ‘exceeding expectations’; in fact, this phrase has become so over-used that it’s almost lost its meaning. Getting something wrong in your customer relationship can have long lasting consequences – and people do talk when...
Your language affects your reputation

Your language affects your reputation

I’ve just read a book that was quite good, but the author used the word ‘discreetly’ from time to time – except that most of the time it was spelled ‘discretely’, which means something completely different*.  A couple of times it...
What are people saying about you?

What are people saying about you?

When you are running a business what people say about you is really important.  You can’t afford not to care what people say – your reputation is on the line. Warren Buffett said “It takes 20 years to build a reputation and five minutes to lose...