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“I am a failure.” These were the opening words of what became a real outpouring of emotion. Their conversation was fast, words tripping over each other. I looked quizzically, not sure I understood the statement. “I’m almost 50, single and not in a job I love. I look around me and I’m the only one […]

Happy New Year! Those have been the first three words of all our communications with customers, colleagues and friends since the beginning of January. On significant occasions the first word we always use is “Happy”. Happy Birthday. Happy Anniversary. Happy Christmas. So how can we make 2018 the year of the Happy Customer? Good Service Should Be The Norm […]

I’d like to share this brief extract from my second “Transforming Mind Matters” podcast with Social Media Angel Katie Brockhurst, where I shared a recent anecdote: “I had a bit of an interesting week. I was lucky in that I had the opportunity to observe a board meeting  in preparation for some development work I am […]

How often do we come away from a customer service interaction and think “wow”? Unfortunately, not often; so low are our expectations that a company just meeting a service requirement can be a pleasant surprise. But when companies over-achieve – in terms of getting what you are looking for and being treated in a way […]

Sue Launches New Podcast I recently spoke about “enoughness” (see below) on my brand new podcast with the fantastic Katie Brockhurst: Transforming Mind Matters. I’m delighted to say you can now listen to it via iTunes! Katie and I talk about  how we can finally realise that we are enough. Do You Have Enough “Enoughness”? As a business coach/performance […]