Why? Why? Why?

Anyone who has been around a young person will be familiar with the question why, as they all seem to go through a phase where that is their favourite question. Recently though I read an article that changed my opinion on the benefits of the question. Think for a...

Dealing with difficult customers part 2…

Last week I talked about giving your people some authority to deal with difficult customers without manager approval. If you missed it you can read it here. But what do you do if this does not calm the client? In those cases, or in situations that seem particularly...

Dealing with difficult customers…

I am sure you will have heard the saying “the customer is always right”, it is one that is widely used. But is it true? Sometimes, customers are unreasonable or maybe even rude, perhaps to your people if not you. So, what do you do with those difficult customers?...