When Social Goes So Wrong – Reputation Management

One of the great benefits of social media is its instant connectivity and accessibility to so many individuals across the globe.  This benefit however can become a distinct disadvantage when things are not all rosy in the social media garden.

We all want to be Norm – 10 Tips to Build Stronger Customer Relationships

Back in the early 1980’s a US sit com hit our screens and almost immediately became a hit. Centred on a small bar in Boston the show introduced us to a series of characters who were the regulars and staff

Excellent Customer Service – Have You Got it Covered?

Having just returned from a trip to California I’m inspired to write about customer service.  Not that we encountered the very best at every turn, yes it was mostly very good but my TripAdvisor reviews did include the odd horror.

8 Top Tips to Help You Get Organised

Sunday is traditionally known as the day of rest, the day we stay away from thoughts of work and revert our attention to more leisurely pursuits.  The need for rest and relaxation and diversion away from stresses and strains of

Knowing the Price of Everything and Value of Nothing

Oscar Wilde’s famous quote from his only published novel, The Picture of Dorian Gray, is one that intrigues me.  It can have a number of subtle meanings but within the novel it is specifically relating to the bartering of an

Law Firm Management – Survival of the Fittest

Charles Darwin knew a thing or two about evolution.  If I can cast my mind back to my human biology lessons, the term coined by the great naturalist was “Natural Selection”.  It took a little while for this radical theory

Marketing – It’s a Dirty Word

I still encounter those who see marketing as at best a necessary evil and at worst a practice of smoke and mirrors with no substance. This unwarranted prejudice is borne out of a lack of understanding of the core principles

Marriage of Convenience or True Love – Law Firm Mergers

What lies behind the sudden increase in solicitors firms merging?  Is it a need for personal partner security, succession or future proofing, fear of failing or a strategic move to build a successful business? 2013 has revealed a weekly supply

Making all the right noises – using social media to support your customer service

Have you ever found the need to offer up a tweet of desperation, or Facebook post of frustration when a company fails to deliver on its promise or has caused you a problem? I know I have. At the time