Reciprocity (noun), Law of reciprocity "Cialdini, visiting professor of business, marketing and  psychology at Stanford argues that there is a law of reciprocity. Send someone a birthday card and they will send you one back. It is why charities give out buttons and pencils when they’re trying to raise funds, or why someone telling us some juicy gossip will likely draw a nugget of information from us, or why it feels awful to say ‘I love you' and to be met only with a smile. Reciprocity is a powerful force for social harmony and for doing business."
'On Becoming a Leader' by Warren Bennis, is a business classic. At 19 Bennis was the youngest infantry commander among the allies to fight in the Second World War. He later became the founder and distinguished Professor of Leadership at the Marshall School of Business, and worked on a daily basis with the best leaders in the World. The theme of the book is that true leaders are not interested in proving themselves, but in being able to express themselves fully. For Bennis’s leaders, life is not a competition but a flowering. ‘What we need to know gets lost in what...
With authority, experience and reputation comes great expectation... When your standards of service are set way above the average, the task of WOWing your customers becomes much harder. Part nine in our series focuses on the Ritz-Carlton, a global luxury hotel chain with a reputation for treating its patrons like royalty. So, why is this hotel so highly regarded when it comes to service excellence? They live and breathe their values daily Each member of staff at the Ritz-Carlton carries a laminated card with 12 key service values which are reinforced on a daily basis. Each day at every Ritz-Carlton around the world starts...
Personal, passionate service makes all the difference. Part five in our series on brilliant client service focuses on Apple. You will most likely be aware of their sprawling open plan stores where each member of staff is referred to as a 'Genius'. The company has quickly evolved to become a bastion of customer service, noted for their unique approach to personalisation and convenience. Find out exactly why below... They create value beyond sales Visiting an Apple store isn't just a shopping experience – all employees are tasked with enriching lives with knowledge, understanding and recommendations. One of their core values is to 'politely...
Richard Branson steps out of the car and media photographers go into a frenzy. He's dressed as an Indian Chief and he's carrying a small axe. He makes his way up to the CEO of Sydney Airport, extends his hand and says, 'I'm here to bury the hatchet.' At that moment, the details of the conflict become irrelevant and all is instantly forgiven. Richard Branson has used his personal brand to instantly resolve a standoff between two companies who couldn't find their common ground when it comes to airport allocation. His top executives had tried, his advisors had tried – in...
In our latest Five Series webinar, Rebecca Kelly discusses ways you can make sure your business is exit ready. This half hour webinar covers ways you can plan ahead so that you can optimise the value of your business. Find out why this is something you should start planning 5 - 10 years ahead. We've also put together a PDF following the webinar - Rebecca Kelly - Five ways to be exit ready Five ways to ensure your business is exit ready from gunnercooke llp on Vimeo.
In this webinar, Restructuring and Business Growth Partner Chris Jones gives five tips on structuring your business for the year ahead. The Five Series is a monthly webinar designed to provide tips for business leaders and managers. Our trusted legal advisers will cover five top tips on topics from their practice area, giving you ideas on how to implement them in your business.   The Five Series - Five ways to structure your business for the year ahead from gunnercooke llp on Vimeo.
Christine McNenemy Great companies recognise the long-term value of looking after their regular customers. It is often repeat business which really helps to generate profits and spread the word about a product or service. After all, what better, or more genuine, PR than a glowing recommendation to friends and family? Part seven in our series focuses on Gaylord Opryland, an American hotel with a reputation for long-standing relationships based on brilliant service. Consider this story in which the company took the opportunity to WOW Christina McNenemy on her third visit, turning a regular visitor into a fan for life... They engage in two-way conversations Christine...
Benchmarking allows firms to compare their performance with best in class results elsewhere. One of the common failings of benchmarking is that too often companies benchmark against their competitors. But trying to compare apples with apples can lead to a culture of blame and as a result - the wrong kind of management behaviour. To be successful, organisations should have a clear idea of their own critical success factors (for example, reduction in cycle time or excellent customer service). Benchmarking need not be amongst companies in the same industry. When I complain about a poor service experience, I am not only...
Thirty years ago, from humble beginnings, ice-cream makers Ben Cohen and Jerry Greenfield established ‘Ben & Jerry’s’ - a company that would go on to create some of the world’s best loved, tastiest ice-creams. In 1985 the Ben & Jerry’s Foundation was created, with a commitment to donating 7 ½% of the company’s annual pre-tax profits to philanthropy. The Foundation’s purpose was to distribute these profits to causes that further social justice, protect the environment and support sustainable food systems. Today, the foundation awards c.$1.8m annually to causes across Vermont and the USA, and it's all run by the company employees. Ben &...

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