How often do we publicly say things like 'I am proud of my Mum' ? Well, I am one of those having the most amazing Mum who has dedicated her life to looking after children who really need the love of someone who really cares about them. Having such parents is a real blessing but it is only when you become a parent yourself or see the desparate situation some kids are in do you realise how amazing people are who dedicate themselves to looking after others.
Mum recently won an award for 50 years of fostering. Even at 73, she's still doing it!
Read what the local press said about Mum:
-Martin
Saturday, 27 June 2009
Tuesday, 9 June 2009
Humilty
This month I have decided to do something rather unusual. For years I've been working for a client that listens to their customer views and acts on everything they say. This is rare enough, but something was missing. I had a very outside perspective of what was going on and in order to be really effective I needed an inside perspective.
So, I gave up my consultancy rates, embraced an hourly minimum wage and started at the bottom doing the work everyone else did. I faced customers and staff just like everyone else did.
"You did what?" most business colleagues said with a rather quizzed look on their face. Humbling onself, swallowing one's pride and putting an apron just like everyone else has been, on my first day, a really humbling, amazing experience.
So, I gave up my consultancy rates, embraced an hourly minimum wage and started at the bottom doing the work everyone else did. I faced customers and staff just like everyone else did.
"You did what?" most business colleagues said with a rather quizzed look on their face. Humbling onself, swallowing one's pride and putting an apron just like everyone else has been, on my first day, a really humbling, amazing experience.
Thursday, 4 June 2009
Are companies really interested in listening?
I had quite an amusing discussion today with someone heading up the customer services team of a very large coffee company. I was talking to them about feedback (a speciality of mine).
She was convinced they were doing all they needed to do to listen to customers. It made me smile because a while ago I tried what they had put in place.
The feedback card (a tricky exercise to complete, too many questions, too little space for comment) was duely completed and sent it with the 'contact me' box ticked. Still, a month later, no one has. The local branch manager hasn't heard my feedback either.
Never mind. They had a phone number. So I tried when I got in from work. After navigating those irritating menu systems I was duely told the office was closed.
So after a positive experience in the branch I was left with a sour taste in my mouth. How much do they really care about what customers have to say?
She was convinced they were doing all they needed to do to listen to customers. It made me smile because a while ago I tried what they had put in place.
The feedback card (a tricky exercise to complete, too many questions, too little space for comment) was duely completed and sent it with the 'contact me' box ticked. Still, a month later, no one has. The local branch manager hasn't heard my feedback either.
Never mind. They had a phone number. So I tried when I got in from work. After navigating those irritating menu systems I was duely told the office was closed.
So after a positive experience in the branch I was left with a sour taste in my mouth. How much do they really care about what customers have to say?
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