Pre-Covid I had a healthy following for my taxi driver stories. I always made a point of asking any chatty (not grumpy) driver to answer...

The title of this post sounds like an oxymoron. "Selling tickets" for a workshop on how to understand your practice finances has...

There is often a direct correlation between those who are causing the greatest challenges in your team and those who are the most active...

Sometimes, there's a price to pay to love another person. The price includes toleration of their performance and/or behaviour. Equally,...

This was an interesting comment on a recent Facebook post: "CB do you have a blog on whether you think people are generally becoming more...

You wouldn't want to be one of the Real Madrid supporters who left the Bernabéu 10 minutes before full time last night. In case you...

It's no secret that the pressure on our FOH teams is immense at the moment and doesn’t seem to be easing…in fact it feels like we are...

First day back after the holiday weekend and I'm reading emails and weekly reports that include stories of both team members and...

One of the great benefits of running quarterly client workshops is the opportunity to hear "from the horse's mouth" exactly what's...

Customer service is such a simple concept when it's done properly and yet can drag down the most impressive business when it doesn't...