“We often miss opportunity because it is dressed in overalls and looks like work”

Thomas Edison

“There is only one thing that makes a dream impossible to achieve – the fear of failure”

Paulo Coelho - author

Amazing service from Crucial.com! Ordered Friday 19th 10.45am, delivered Saturday 10 30am:)

Why don't Utilities listen

Appalling service from NPower over a couple of months - more details to come. No wonder we are leaving them. All they need to do is listen to their customers!

More evidence of the ROI organisations can get from delivering excellent service at the Institute of Customer Service AGM today

Great service in Southampton!

Well done Ken at the De Vere Grand Harbour Hotel Southampton - superb service throughout the day!

Habitat announce major closures - what have you done TODAY to improve your customer's experience before it is too late?

Quote from Angela Williams HR Director of British Gas BBC News 13.10hrs 15th June 2011 Question: “To get on apprenticeship schemes, what do people have to do to persuade people like you to give them this job?” Answer from Angela: “They have to have really good customer service skills and be able to communicate with our customers very easily - walk in customer’s shoes. We recruit for their ability to communicate effectively”

In conversation with NPower about a series of customer service blunders - let's see how they redeem themselves! :)

Great service and response from Timpson's, the shoe repair people

Great PRP Director's Club meeting today at the Brentham club Ealing

“Write it on your heart that every day is the best day in the year.”
Ralph Waldo Emerson

People are STILL leaving managers not organisations. Management development makes economic sense at so many levels

The sun is shining (in London!), the (extended) weekend is underway - enjoy :)

“Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected”
Steve Jobs

Monday thought - “Don’t find fault find remedy”
Henry Ford

As promised during my talk at the CSTN event - two great videos!
http://ping.fm/7FNZg

http://ping.fm/Nnqgn

“The mind is like a parachute – it works better when it is open”

Service leaders John Lewis scrap it's 28 day refund limit - the never ending refund!

We're alive - let's celebrate!

Ran 10k today in fabulous sunshine, and guess what http://ping.fm/6eQs1

“Time is limited, so I better wake up every morning fresh and know that I have just one chance to live this particular day right, and to string my days together into a life of action and purpose”
Lance Armstrong (1971 - ) cyclist, 7 time winner of the Tour de France and cancer survivor

“Don’t find fault find remedy”
Henry Ford

“Never stop because you are afraid, - you are never likely to be so wrong”
(Fridtgof Nansen (1861-1930) – Norwegian explorer and Nobel Peace Prize Winner)

So yesterday, out of 20 people, 16 said hello back - and smiled! Today - 20 out of 23. Go on - encourage somebody smile today :)

Whilst out for a run this morning, I smiled and said good morning to 20 people - how many do you think replied?

Excellent response form GoCruise following complaint - well done! www.gocruise.co.uk/awilliams

“It is wonderful what you can
do when you have to.”

"The intuitive mind is a sacred gift and the rational mind is a faithful servant. We have created a society that honors the servant and has forgotten the gift."

- Albert Einstein

Cloud9 Brighton - great cafe, excellent cakes/ ice cream and lovely people - google and visit them!

"When I chased after money, I never had enough. When I got my life on purpose and focused on giving myself and everything that arrived into my life, then I was prosperous."
- Wayne Dyer

“Things don't have to change the world to be important.”

Steve Jobs (1955 – )
co-founder and CEO of Apple

If not now, when?
Hillel 30BC-10AD – Jewish Scholar

A thought for 2011 - The smallest good act today is the capture of a strategic point from which a few months later, you may be able to go on to victories you never dreamed of. (C.S. Lewis Irish writer and scholar 1898-1963)