As you read these words your people are generating “moments of truth” with your customers. “Moments of truth” are any interaction with anyone or receiving anything from your company. They are the delivery of the job, the product or the service, the face to face conversations, the responses to emails or experience of telephone conversations [...]

“Never knowingly undersold” is the somewhat ambiguous strap line that John Lewis has used down through the years. The great British institution, an oasis of quality and service in the high street, let us know of its more important mantras during a revealing presentation by Lesley Ballantyne, director of operational development at the said store. [...]

First Independent Finance, a long standing client of Flannigan Consulting has won the Excellence in Customer Service award from the Chamber of Commerce in Ayrshire. First Independent Finance is at the heart of the British economy, providing access to asset finance for privately owned companies throughout the UK.  They deserve much praise and a lot [...]

Look after the customers, try to meet all deadlines, bring something else/different/more valuable to the table, pay the bills, hope to be paid on time and rest up. That’s been my working life since the Spring of this year when out of nowhere a flare up of Crohn’s disease knocked me sideways, upside down and [...]

“Put your best people into your best opportunities not your worst problems” was one of the nuggets that were generously served around the table during dinner at the Entrepreneurial Exchange’s Focus dinner. The title for the talks of the evening was “Leadership” it could have been sub headed…..”are leaders born or can leadership be taught?” [...]

Daily dispatches from the business press, the BBC and the like are pushing us all towards the seemigly unavoidable conclusion that the landscape of the recovery is to be unlike any other we have known. John Major’s sunny weather report of green shoots in the Spring seems now to have as much nostalgic appeal as [...]

Perhaps you are finding that this recession is producing similar outcomes to previous ones. Sad to say that unfortunately some good companies are going to the wall or at least have become severely diminished versions of their former robust selves. As well as this sad fact you may also be seeing the demise of the [...]

Maybe it is good for the soul to be pitted against unseen and unknown forces and still stand tall rather than enjoy the fruits of easy labour. Well perhaps we haven’t ”had it so good” but the recent months have probably created a degree of nostalgia for the easy days of the mid decade. Or have they? [...]