Services

There are 4 key steps to getting service delivery right in ANY organisation

Knowing what we’re here for
Knowing what REALLY matters
Doing what REALLY matters, as well as possible (and not doing what doesn’t really matter)
Measuring progress and getting better

We help make all this happen for Organisations large and small via understanding, advising, training & coaching, either 'ad hoc' or on a retained basis, as your 'Virtual CED'.

Here are the 4 key steps with a list & links to the areas of support we can access for you.

Step	Solutions
1. What we’re here for	The 4 imperatives of leadership Leadership support & coaching Business analysis and diagnosis Vision & Mission building Business consultancy to achieve the ‘end in mind’ Simple things done well
2. What REALLY matters	Customer surveying Staff surveying Customer focused systems Effective management Sales development System and process reviews
3. Doing what REALLY matters as well as possible	The 7 habits of highly effective people The 7 habits of highly effective managers Focus and Execution The speed of trust Effective use of time Great or Poor: effective customer service Fab or Drab: effective service at the front line The 4 disciplines of execution How to REALLY sell Empowerment & responsibility Effective communication Negotiation skills Handling complaints and difficult customers Telephone skills Effective email Behaviour surveys and action planning
4. Measuring progress and getting better	‘Lead’ measures (rather than ‘lag’ measures) Staff surveying Customer surveying The ‘Great or Poor’ score

Other work:

The 7 habits of highly effective teens
‘Lighter not tighter’: stress awareness and solutions
Espresso training
Licensed & leisure solutions
Mystery customer visits and phonecalls
Behaviour surveys of your people
The Crooked Stick 'Job Performance Management System': rewarding and managing your people to encourage and empower them to deliver great service

Please note: all bookings are taken subject to our Code of Practice and Terms & Conditions

It is far better to strike a straight blow with a crooked stick than to spend our whole lives trying to straighten the darn thing out.