Personal, passionate service makes all the difference.
Part three in our series on brilliant client service focuses on Metro Bank, Britain’s first new high street bank in over 100 years and a genuine challenger to the way traditional retail banking serves its customers.
Founded in July 2010, the bank has quickly moved to the forefront of this cultural shift, priding itself on service rather than price... but what exactly is so different about their service?
They focus on experience
Staff are not subject to sales targets; their reward structure is purely based on customer satisfaction scores tracked on Net Promoter. The idea is common sense,...
Are workers entitled to extra pay for undertaking extra duties?
So, PCS, the Civil Service union, is balloting its 120 union members at Windsor Castle over non-strike industrial action in connection with a dispute over a pay. The issue relates to workers at the royal residence being required to undertake extra duties, such as taking visitors on tours, for no additional pay. A vote in favour would result in a withdrawal of co-operation which could have a significant impact on services to visitors to the castle.
This in itself is hardly big news. However, it is indicative of the fact that, after
Almost every CEO will tell you that they have a number of ‘shining stars’ in their organisations. The idea generators, the doers, the people that drive the business forward. The holy-grail is to build an organisation buzzing with energy, creativity and value – with every member of the team contributing above and beyond what is expected.
So how do the best leaders motivate their teams to bring out the best in each other? How do they ensure that every team member is giving 101%?
Here are four of the simplest yet most effective tactics to employ, inspired by Sam Deep and Lyle...
Meetings can quickly become just another source of bureaucracy and stifle your success
There are some people in organisations who are excellent at meetings. They are often very eloquent, usually very diplomatic and they come across as being the best friend to everyone.
You wouldn’t want to hurt their feelings. But rarely are these the people that make your business tick.
They have skills that would make them great politicians and even better bureaucrats or civil servants. They are expert at wanting more paper and wider debate.
But at getting things done you may as well turn to the receptionist because they thrive on...