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Discover why companies rely on OKRs to bridge the gap between strategy and action. Learn how OKRs drive focus, alignment, accountability, and business growth. Why Companies Use OKRs: Driving Focus, Alignment, and Growth OKRs aren’t just a trendy management tool—they’re a proven framework for enhancing focus, alignment, and growth. Whether you're a start-up looking to scale or an established enterprise aiming for operational excellence, OKRs provide the structure needed to turn ambitions into measurable achievements. Imagine setting out on a journey without a map or a clear destination. That’s what running a business without defined goals can feel like—uncertain and scattered. This is where OKRs (Objectives and Key Results) come in. Far from just another management trend, OKRs offer a structured approach to goal-setting that connects big-picture strategy with everyday actions. But why have companies from Google to LinkedIn embraced them so enthusiastically? What Are OKRs? OKRs stand for Objectives and Key Results . They are a simple yet powerful framework used to set goals and measure progress. Objectives define what you want to achieve—they should be clear, inspiring, and ambitious. Key Results outline how you'll measure success, using specific, measurable outcomes to track progress. Together, they help organisations align efforts, focus on priorities, and achieve meaningful results. 1. Bridging the Strategy-Action Plan Gap The main reason companies use OKRs is to bridge the gap between strategic goals and actionable plans for strategic scaling . Many organisations struggle to translate high-level strategies into day-to-day tasks that drive results. OKRs create a clear connection between the company's vision and the specific actions required to achieve it, ensuring that strategic objectives are not just ideas on paper but are actively pursued across all levels. 2. Clarity and Focus OKRs help companies zero in on what truly matters. Objectives are broad, inspirational goals that define where you want to go, while Key Results are measurable outcomes that track progress. This combination ensures teams are not scattered across conflicting priorities, fostering a laser-like focus on what drives impact. 3. Alignment Across Teams One of the biggest challenges in any organisation is ensuring that different teams work towards the same overarching goals. OKRs create a transparent environment where everyone can see how their work contributes to the company's mission. This alignment reduces silos, enhances collaboration, and ensures resources are allocated efficiently. 4. Measurable Results and Accountability Unlike traditional goal-setting methods that rely on vague aspirations, OKRs demand measurable outcomes. This emphasis on data-driven results promotes accountability at all levels. Teams and individuals know exactly what success looks like, making it easier to track progress and adjust strategies when needed. 5. Driving Business Growth Ultimately, OKRs are a catalyst for growth. By focusing on clear objectives and tracking key results, companies can identify what works, scale successful initiatives, and drive consistent performance improvements. This strategic discipline is why many high-growth companies swear by OKRs. Conclusion OKRs aren’t just a trendy management tool—they’re a proven framework for enhancing focus, alignment, and growth. Whether you're a start-up looking to scale or an established enterprise aiming for operational excellence, OKRs provide the structure needed to turn ambitions into measurable achievements. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

If you’re new to sales management, this guide breaks down what it is, why it matters, and how it helps teams sell smarter, faster, and more consistently. What is Sales Management? If you’re new to sales management, this guide breaks down what it is, why it matters, and how it helps teams sell smarter, faster, and more consistently. Sales are the lifeblood of any business. Without a steady flow of revenue, even the best products and services can’t keep the lights on. That’s where sales management comes in—an essential function that turns selling from a chaotic scramble into a strategic, scalable operation. Sales Management Defined At its core, sales management is the process of planning, directing, and controlling the sales activities of a business . It involves building a team, setting goals, developing strategies, tracking performance, and constantly seeking ways to improve results. It’s both an art and a science—balancing people, processes, and performance to generate consistent revenue growth. The 3 Pillars of Sales Management Sales management can be broken down into three key pillars: 1. Sales Operations This includes the structure, systems, tools, and processes that support the sales team. From setting territories to managing CRM systems and generating reports, sales operations keep things running smoothly behind the scenes. 2. Sales Strategy This is the plan of action—who you’re selling to, how you position your offer, pricing, channels, and goals. Great sales management ensures the sales strategy aligns with broader business objectives and adapts to market conditions. 3. Sales Team Management Sales is still very much a people-first profession. Recruiting the right talent, setting targets, motivating the team, coaching performance, and handling accountability all fall under the leadership side of sales management. Why It Matters Good salespeople can close deals. But great sales management builds systems that allow the entire team to thrive and scale. When done well, sales management: Increases revenue and profit Improves forecasting and pipeline visibility Aligns sales with marketing and customer service Reduces employee turnover by supporting reps Enables better decision-making through data It’s not just about hitting this month’s target—it’s about creating sustainable, repeatable growth. Sales Management in the Age of Automation Technology has transformed sales. Modern sales management now includes: CRM platforms to track and analyse leads Sales enablement tools to support reps AI-powered forecasting and lead scoring Workflow automation to free up time for selling But tools alone don’t create success. It still comes down to people, performance, and process. That’s why the best sales managers blend data with empathy and structure with flexibility. Sales management is about more than just overseeing a team—it’s about creating a system that drives consistent, strategic, and scalable growth. Whether you're leading a small team or managing a global salesforce, strong sales management turns potential into performance. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Elevate your business growth with Rostone Operations’ Strategic Scaling Consulting. Optimise operations, refine your brand, and build a scalable model for long-term success. Strategic Scaling Consulting True business growth comes from more than just increasing revenue—it’s about creating a sustainable, scalable model that aligns with your long-term vision. Our Strategic Scaling service helps businesses optimise their operations and ensure they can grow with consistency, resilience, and efficiency. Why Strategic Scaling? Scaling your business isn’t just about growth—it’s about maximising your business value with precision and strategy. Whether you're a startup entering new markets or an established business refining your growth approach, scaling demands a sharp focus on your operations, brand, and team dynamics. Without the right strategy, rapid growth can lead to inefficiencies, missed opportunities, or burnout. The key to successful scaling lies in aligning every aspect of your business to not only grow but to optimise and maximise its overall value, ensuring long-term success and freedom for you as a business owner.. Strategic Scaling: Maximising Business Value Our approach is driven by the 7Ts Operating Model—Tools, Time, Talent, Traits, Trust, Teach and Theme—ensuring your business creates long-term value while scaling sustainably and inclusively. Business Audit: Identifying Untapped Value We begin with a comprehensive business audit, analysing your operations, financial performance, and market positioning. This deep dive uncovers inefficiencies, growth blockers, and hidden value opportunities that can be leveraged for scalable success. Brand Strategy: Positioning for High-Value Growth Your brand is a key driver of business value. We refine your brand strategy to sharpen market differentiation, attract high-value customers and partners, and strengthen your competitive edge—ensuring your business is positioned for sustainable, profitable growth. Optimisation with the 7Ts: Converting Strategy into Value With a clear roadmap in place, we implement the 7Ts Smart Agile Operating Model to optimise workflows, enhance leadership effectiveness, and integrate scalable technology. This ensures every operational improvement directly contributes to business value—whether through cost efficiencies, enhanced customer experience, or higher productivity. Sustainable, Inclusive Growth: Value That Lasts Scaling isn’t just about expansion—it’s about maximising enterprise value. We ensure that growth benefits not only revenue but also your people, customers, and community. Our approach embeds long-term value creation into every stage of scaling, making your business more resilient, investable, and future-ready. Key Benefits of Our Strategic Scaling Service Optimised Operations to Maximise Business Value: Streamline processes to increase efficiency and scalability, driving growth and ensuring that every aspect of your business is aligned to maximise its long-term value. Increased Profitability and Business Freedom: Achieve sustainable growth that not only increases your revenue but also gives you the freedom to step away from day-to-day operations, empowering you to focus on high-level strategy and lifestyle. Empowered Team and Reduced Burnout: Build a strong, self-sufficient team that can carry the business forward, minimising your personal workload and reducing the risk of burnout. Strengthened Brand for Long-Term Success: Strengthen your brand's market position with a strategy that aligns with your growth goals, ensuring resilience and relevance as your business scales. Sustainable, Inclusive Growth for a Better Lifestyle: Incorporate environmental and social responsibility into your growth strategy, creating lasting value for your business, its people, and the community, while enhancing your overall lifestyle and work-life balance. Who is Strategic Scaling for? Strategic Scaling is for business owners who want to: Increase their business valuation for investment or sale. Gain clarity on their next steps with a structured plan for scaling or exit. Reduce risk and create a more resilient business. Build a strong, high-performance culture. Achieve a clearer vision and sharper focus for long-term success. Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Business awards aren't a PR exercise. They're an opportunity to grow and increase your profitability. Learn why your company should enter business awards. Why Enter Business Awards? Business awards aren't a PR exercise. They're an opportunity to grow and increase your profitability. Learn why your company should enter business awards. Entering business awards is a lengthy and time-consuming process. Sure, it’s nice to receive recognition for all your hard work, but is it really anything other than an PR exercise? We’re here to argue that yes, it absolutely is! Why Enter Business Awards? It’s undeniable that entering business awards is good for PR, but it’s so much more than this. Business awards can actually help your company grow. Let’s look at how. Increased Competitive Advantage and Differentiation From a Honed Unique Selling Proposition (USP) You and your competitors likely already match up on price, quality and more. What’s left to compete on? What’s your USP? Now compare yourself to your competitor if you had an industry award showing you’re the best at what you do. Who do you think your potential customers will buy from? Winning a business award can help increase your competitive advantage as it provides social proof for customers during their journey. It can help set you apart from a crowded market and increase your profitability. Enhanced Social Proof and Social Influence As we’ve just mentioned the concept, it’s worth expanding on social proof. Because it’s a big deal for businesses. Social proof is a powerful psychological phenomenon. It’s the idea that when we see others doing things, we’re more likely to copy that behaviour. It’s why we ask friends for recommendations and look for online reviews. Business awards are another great piece of social proof for customers and for other businesses. They increase your trustworthiness, because it’s not only you saying how great you are. The evidence is in plain sight. Increase Recognition, Staff Motivation and Engagement Entering business awards helps your business be recognised as the market leader it is. But it also helps recognise the incredible work your staff put in. Especially if you attend an awards ceremony, this can be a morale boost to your employees . But even without attendance, winning a business award is a great motivator. Your staff know they’re doing a great job and they’ll be more motivated to continue to do the same going forward. Increase Brand Awareness and Networking Opportunities at Award Events Entering business awards helps increase your brand awareness. Even if you don’t win, as a minimum other businesses will become more aware of your brand’s presence in the industry. If there’s an award ceremony, you’ll also gain a valuable opportunity to network with many business owners for the evening. The award organiser will also likely have quite a bit of publicity prior to the event, via email and social media. This can help put new eyes on your brand. If you do win, you’ll continue to enjoy increased brand awareness long after the event. Rare Free Marketing Opportunities to Promote Your Brand As the saying goes, nothing in life is free. But in this instance at least, you get free marketing opportunities you wouldn’t usually. Not only will your site be mentioned on the website of the award provider, but in all their own campaigns to promote the event. It’s also a great opportunity for you to create your own unique content for your website and have something to talk about on social media, as well as engage with other brands and industry experts. Increase Brand Authority and Industry Recognition as an Industry Expert Closely linked to social proof, winning a business award makes you appear more trustworthy to customers. It establishes you as the expert in your field, which can go a long way in increasing brand authority for customers and other businesses. Increase Customer Loyalty and be Seen as Highly Trustworthy Customers always want to stay with businesses they perceive as being the best. 86% of customers are willing to pay more for a great customer experience. As your business awards increase your brand authority and competitive advantage through social proof, they’re an intrinsic part of your customer experience. Customers are more likely to stick with your brand provided you maintain an excellent customer experience because you’re the safest and most trustworthy option. Increasing customer loyalty is great news for your profitability. 60% of customers will purchase more frequently from brands they’re loyal to, while 50% of customers will make more purchases with brands they’re loyal to. Increase Your Profit Margins with Higher Pricing We mentioned above, but customers are willing to pay more for a great customer experience. As an award-winning business, you can increase your price point to allow for higher profit margins, knowing your customers will still happily stick with you because you’re the best at what you do. This increased profit can be pumped directly back into your business to help you grow. You can hire more staff to continually improve and develop your customer experience and your product or service. Ultimately, it allows you to further enhance your competitive advantage and remain a market leader in your industry. Attract the Best Talent and Build Your own Award Winning Team “Why do you want to work here?” It’s a dreaded question in job interviews. Often candidates are left scrambling for an answer which isn’t the honest answer of, “ I need a paycheck ”. The reality is to attract the best talent , companies need to do more than the bare bones of offering the basics like a pension and statutory holiday. Being an award-winning business helps build up your image to potential candidates to help you attract the very best talent for your business. This can help you build award-winning teams that will continually grow your business. Develop Strategic Alignment and Improved Internal Communications What’s your mission? At times, companies can completely lose sight of their overall direction. Growth, of course, but how do you achieve it? Entering a business award and positioning yourself in the wider marketplace can help you evaluate your overall mission and align your internal strategic direction to accompany it. As part of the award entry submission process, you’ll need to talk all about your vision for your company . Discussing and writing about this can help remind you just what it is you believe in and want to achieve for your business. Boost Sales With Increased Industry Recognition and Exposure Overall, winning awards can help improve your profitability through sales. Research suggests award-winning businesses may have a sales boost of up to 37% . Be an Award-Winning Business Chances are, you won’t win awards if your business doesn’t actually reflect a business worthy of winning one. By far the greatest benefit of business awards comes from being a business with an award-winning mentality. These businesses aren’t simply entering awards for the sake of some free publicity, but because they are led and driven by principles of continual improvement. What we mean is, they’re great businesses not because of the awards, the awards are just a perk of being a market leader. How to Get Business Awards and all the Business Benefits Now you know why enter business awards, you need to figure out how to get them. This starts by figuring out what type of business award you want to aim for. There are many different categories of business awards. A virtually endless list in fact! You need to find a business award that suits your industry, mission and the size of your business to give you the best chance of winning. As there are so many business awards available, you’ll also want to vet the different business awards you look at as some are more reputable than others. You can start by narrowing down whether you’d like to aim for an industry-specific award or a wider business award. This will help narrow your search down considerably. You can also narrow it down further by deciding whether you’d like to enter local awards, regional awards, national awards or international awards. Much of this decision will come down to the size of your company. For example, a small local business has a much better chance of winning a local business award than an international one! Other common categories of business awards include: Social impact awards Senior leadership awards Consumer product awards Quality marks As we said above, because there are so many different types of business awards, to give you the best chance of winning, you’re best off choosing a business award category that aligns well with your brand and vision. Once you’ve decided which business award you’d like to enter for, you need to create an award-winning entry submission. What’s the Award Entry Submission Process? Award entry submissions vary, a lot! Where one business award might only need a simple document filling out to enter, others will need all sorts of resources like video reels and portfolios. This means it can be an incredibly time-consuming process to win the best business awards. That’s where we come in. We create award-winning businesses, but as part of that process, we’ve written a lot of award-winning entries to help get more UK SMEs recognised as the productivity powerhouses they are! We handle every part of the award entry writing process for you. We’ll get to know your brand, tell your story and gather any resources needed for your award entry submission. You can find out more about our award entry writers on our site. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Professional phone skills are a vital part of your customer service and customer experience. Effective phone skills can increase your productivity and profitability. The Complete Guide to Professional Phone Skills Phone skills are a vital part of your customer service and customer experience. Telephone Skills Training can increase your productivity and profitability. Learn how. How important is your first interaction with a customer? Once upon a time, the saying used to go that a customer’s first interaction with a business was everything. It was how they remembered that business forever. No matter how good the service that followed was. It’s not quite that simple anymore. The reality for today’s customer-centric world is that every single customer interaction represents your business . Delivering anything less than outstanding service every time will cost your business. Not only will it cost you potential leads and sales, but it will also cost you in regard to your business productivity and brand authority. All of this is to say, your phone skills matter — a lot. Whether that’s sales skills or service skills, you need both to deliver a first-class customer experience. That’s precisely why we’ve put together our complete phone skills guide to walk you through everything you need to know which you can also learn on our telephone skills training course. Phone Skills: A Definition There are lots of different phone skill definitions, but we like this one most: “Telephone skills are made up of 4 key aspects; communication skills, interpersonal skills, phone etiquette and call management skills.” So many people assume phone skills all just come down to manners. While that’s definitely part of it, it doesn’t give us the whole picture. Phone skills should be thought of as an all-encompassing term for how your business interacts with customers over the phone . This definition includes all aspects of phone calls. From call handling to call answering to following up, all these interactions are part of how you do business. They’re what shape your customer’s experience. As such, there are best practices for phone skills all businesses should be following to ensure their interactions are the most positive, productive and profitable they can be. 5 Key Aspects of Professional Phone Skills Broadly speaking, phone skills can be split into five different aspects to consider: Call answering Call ownership Call handling Call management Call closing We’ll be looking at all of them in further depth throughout this guide. But first let’s understand why phone skills are so important for your business. Why are Phone Skills so Important for Businesses? We said this in the introduction, but we’ll say it again to drive it home. Poor phone skills cost your business. A poor experience costs your company money. A customer who has a poor experience buying from you will go to a competitor who values their time. But it doesn’t just cost you that one purchase. Chances are, that customer won’t come back to you in their lifetime. A study showed that after just one negative experience, a whopping 51% of customers will never do business with a company again. It will also cost you valuable word-of-mouth-marketing. Research suggests the average customer tells a further 15 people about a poor service experience. So you’re losing those customers too. When all is said and done, bad customer service costs UK businesses around 37 billion a year. No small sum, is it? Yet many businesses seem to accept it as a normal cost of doing business. Instead of resolving internal issues revolving around customer service, they’ll plough funds into marketing campaigns to bring in new customers. This strategy comes with its own price — productivity. The Cost of Poor Productivity Let’s look at the average phone advisor’s 8-hour working day and figure out how they spend their time. We’ll immediately knock a couple of hours off for other tasks they need to get done throughout the day like replying to emails and meetings, so we’re down to 6 hours already. Out of those 6 hours, let’s guess half of them are taken up by service calls. By service calls, we mean queries, hidden complaints and other calls which are just taking up time. Whatever they are, if the initial service or interaction with your business had been better, the customer wouldn’t be calling. This can include anything from full-blown complaints to something as simple as checking the time of an appointment. Regardless of the severity of the call, both highlight issues with the customer experience and take up our agent’s time. Before you know it, our agent has lost half their day to service calls. Then half a week. Then half a month. Then half a year. All for calls that didn’t need to happen had the customer experience been improved in the first place. This time could have been spent on helping the business grow through following up leads or sales. You might think your business doesn’t spend 50% of their time handling service calls, but you may be surprised. From the many different businesses and industries we’ve helped become more productive, 50% service calls is a conservative estimate. Improving your phone skills can change all of this. Integrating Workflows and SOPs into Effective Phone Skills Effective call handling is a vital part of maintaining and building relationships with customers, and workflows and Standard Operating Procedures (SOPs) ensure consistency and quality in every interaction. Whether you are answering an enquiry, solving a problem, or following up on a lead, having a structured workflow can help streamline the process, reduce errors, and ensure that every conversation meets business standards. Why Workflows Matter in Phone Skills A workflow is a defined sequence of tasks that guide the communication process. For phone skills, this means having a clear and repeatable structure that ensures no steps are missed in customer interactions. Workflows help phone handlers manage time efficiently while staying on track with company objectives. For example, an inbound call workflow might include: Introduction : Greet the caller with a friendly tone and introduce yourself and your company. Clarification : Ask specific questions to understand the purpose of the call and ensure clarity. Action : Depending on the inquiry, provide answers, offer assistance, or connect the caller to the right department. Follow-up : Summarise the call, confirm the next steps, and ensure the caller feels satisfied with the outcome. Documentation : Record the details of the call for future reference, ensuring that all relevant information is captured. By embedding workflows into your phone skills, your team can handle a higher volume of calls efficiently, all while maintaining a professional and courteous tone. Standard Operating Procedures (SOPs) for Phone Interactions SOPs take workflows a step further by outlining the exact methods and standards to be followed. SOPs for phone skills define key behaviours, words to avoid, scripts to use, and even how to manage challenging situations. For instance, an SOP for handling irate customers could include specific steps like: Staying calm and composed, allowing the customer to vent their frustration without interruption. Reassuring the caller that their concern is being taken seriously. Offering a solution within company policy or escalating the issue to a supervisor if necessary. By adhering to these guidelines, every team member delivers a consistent customer experience, no matter who picks up the phone. This approach fosters trust, builds customer loyalty, and reduces the risk of miscommunication. Linking Workflows and SOPs to Business Efficiency Workflows and SOPs aren’t just tools for managing phone calls—they are integral to operational efficiency. Implementing these processes improves time management, reduces repetition, and ensures that all customer interactions align with company values and objectives. When staff know exactly how to handle different types of calls through clearly defined processes, it not only boosts productivity but also frees up time for higher-value tasks. By integrating well-structured workflows and detailed SOPs into your phone communication strategy, your business can ensure that every call contributes to creating a lasting, positive impression. The Benefits of Good Phone Skills It’s not all doom and gloom. If we change perspective, delivering great customer service phone skills come with amazing results for businesses. Customers are happy to spend up to 17% more to do business with a company that delivers excellent customer service ; and 7 out of 10 customers say they’ve done exactly that. These happy customers are good news for business because it’s up to five times more expensive to acquire a new customer than it is to keep an existing one. Because of this, increasing customer retention rates by even 5% can increase profits by up to 25%. All this research backs up what businesses profess to know, but so often ignore. To compete in today’s business world, companies must be customer-centric. Long gone are the days where businesses could compete on price or quality. The 21st century customer expects an outstanding omnichannel customer experience and for your business to be empathetic and ethical. Anything less will cost your business. With the risks and benefits regarding good customer service laid out, it’s clear to see how important good phone skills are. It’s one of the defining ways you interact with your customers. But as we said above, it’s not just how you answer a phone that matters. Your phone skills also include things like how well your company manages and handles calls, as well as how well you follow up after. Let’s look at all these different aspects in more depth. How To Improve Call Answering Skills Call answering is a hugely broad phone skill in itself. It’s one of the defining features of good customer service. Getting your call answering right is the difference between a happy customer and an unhappy one. This isn’t as simple as reading from a script. Your call answering should be guided by the principles of customer service . This means both understanding and listening to your customers, but also knowing the right actions to take. These key principles of customer service include: Be responsive Be knowledgeable Be consistent Be effortless Be human Be open Be proactive Be continuous They work incredibly well alongside the vital phone manners needed for customer service: Answer promptly Introduce yourself Be clear Be audible Match brand voice Listen Be positive Be polite Be helpful Understanding Your Customers All this starts with understanding your customer in the first place. You can’t help them if you have no idea what their motivations, needs or wants are. You can better understand your customers through customer empathy . Customer Empathy A nebulous concept, ever-changing depending on who you ask. But at it’s basic level, it’s the skill of understanding the needs and feelings of your customers. A definition we love is: “Customer empathy is the ability to empathise with your current and potential customers. It helps us understand the needs and feelings of customers and view things from their perspective. Customer empathy can be used by many different departments from customer service to product development to marketing.” In essence, customer empathy skills can help you become more customer-centric, improve your customer experience and increase your profitability. You can improve customer empathy in a lot of ways, but techniques you can implement with your team straight away include creating user personas and developing customer empathy maps. Developing customer empathy across an entire business is a little trickier. It involves changing the way businesses communicate from dated top-down communications to a flat organisation. Businesses need to value feedback from their customer-facing staff and create structured communications between those staff and other departments to allow for continual improvement of the customer experience, led by empathy. Overall, genuinely empathising with your customers can help improve phone skills in a huge variety of ways because understanding your customers’ needs can help you make more customer-centric decisions around your call management. This could be as simple as hiring more employees to reduce wait times. It could be through improving your UX experience to provide information frequently requested on calls. It could be through adding an automated follow-up email to reiterate information shared. The possibilities are boundless. Alongside empathy, businesses should be aiming for proactive customer service as the two go hand-in-hand. Proactive Customer Service All proactive customer service means is anticipating the needs of your customers and addressing them before they occur — and you don’t need to be a mind reader to do it. Companies currently rely too heavily on reactive customer service. This is where call advisors are just putting out fire after fire, as opposed to proactively growing their business by chasing leads and so on. Proactive customer service comes with a lot of benefits for business, all through increasing productivity and profitability It can free up your team from unproductive service calls It can boost brand authority through better experiences It can improve customer retention rates It can get you more online reviews and increase your search engine ranking positions It can improve your word of mouth marketing To implement proactive customer service in your business, you should be led by customer feedback, just like we mentioned for empathetic businesses. This can be through surveys, but you should also be monitoring your online mentions and investigating complaints. You should also be creating self-service content on your website so customers can help themselves with common queries, instead of having to contact you. Proactive customer service alongside customer empathy help lay the foundations of good call answering, ultimately helping your employees deliver a better customer service experience when they pick up the phone. Listening to Customers Once these foundations are in place, you can move onto addressing the phone skills more directly related to phone call answering. While manners are obviously a vital phone skill, many companies fall short in assuming this is the only phone skill employees should focus on. It’s not the case. There are few things more frustrating than feeling like you’ve not been heard. Chances are you’ve experienced at least one of these interactions in your lifetime. You’ve called up a company and explained the problem. But because they’re reading from a script, you’re not getting the answers you need. You’re frustrated, the agent is frustrated and everyone has a bad experience. Simply listening could have fixed the problem. This is why companies and agents who value active listening in customer service have better phone skills. Active listening helps build trust with your customers by showing them they’re not just any other customer. The agent wants to hear and help them as a unique individual. It helps your employees become more empathetic and all this feeds back into your business growth. There are many skills involved in active listening on phone calls, but the most important are: Verbalise understanding Don't interrupt Be empathetic Minimise distractions Repeat and summarise Use questioning techniques Be calm Be human Don't get stuck in your head Take notes Sometimes this means going off script, but your customers will love you for it in the long run. Customer Service Questioning Techniques As we hinted at above, active listening goes hand-in-hand with questioning skills. Any call advisor can tell you that a high proportion of the phone calls they get are queries. It’s so easy to assume that because the advisor has answered the given query the caller had, that you can write that off as a good customer service experience. But it’s not the case. The reality is, your company and your employees are the experts of your service or product. Your customer isn’t. Sometimes, this means customers won’t have the knowledge to know the questions they need to ask in the first place. This makes questioning a vital phone skill. You can deliver better customer service by not only actively listening, but by utilising the right questions to ask customers to get to the root of issues and deliver the best possible outcomes. This is why call advisors should be trained in customer service questioning techniques . This phone skill goes beyond the simple, “ how can I help you today? ” opening question, to instead knowing what different types of questions to ask to get the most valuable information out of customers. This could include: Open questions Closed questions Funnel questions Probing questions Clarifying questions TED questions Leading questions How To Deal With Upset Customers Of course, occasionally it seems bad customer experiences are unavoidable. For phone advisors, this is often due to some other interaction with your business and the first they’re hearing of it. In these instances, they should be confident in their phone skills to handle these interactions, as well as trained in how to deal with difficult customers . Conflict resolution is, after all, a vital customer service skill, but often it seems to be a phone skill that call advisors find more difficult to develop. Dealing with upset customers involves understanding the different types of difficult customers and knowing how to deal with them individually. For example, you wouldn’t take the same approach when dealing with an entitled customer as you would with a very frugal one. Some basic tips to follow when dealing with difficult customers include: Don’t take it personally Be empathetic Listen Take ownership Keep calm Be transparent Know when to escalate Verbalise your understanding Use and share resources If all else fails, remember they’re only human! The companies who set themselves apart from the competition are those who go beyond the bare minimum complaints handling process with service recovery strategies. Service Recovery So many companies deal with complaints poorly because they follow a set process and refuse to go outside this process for each unique problem. You’ve likely seen the copy and paste, hollow apologies for poor TrustPilot reviews. These are a great example of how not to resolve a complaint. Service recovery focuses on recognising customer expectations and meeting them in order to rectify the situation. Moreover, there's a great reason to do so because of the service recovery paradox. This theory suggests that customers who have a negative experience, but receive a great and prompt resolution, will be more loyal customers than those who had the standard customer experience you offer. Sounds odd, but it makes sense when you give it a little thought. After all, you’ve been given the opportunity to prove to your customer how much you value their business. If you perform great service recovery, it’s logical that you’d end up with a more loyal customer. Overall, with great service recovery, unhappy customers aren’t just a cost of doing business. They’re a huge opportunity that can benefit your business with the right strategy and phone skills. For the proactive customer-centric business, resolving the complaint isn’t the end of the process. Complaints should be analysed and examined to figure out root causes and how they could be avoided in the future. This ties into a larger process of continual improvement across the business, ensuring the customer experience is always evolving. Implement Call Ownership Call answering is intrinsically linked with call ownership. Many companies fail to address this vital element in their sales and service skills and their customer experience suffers because of it. If you’re not familiar with the concept, we’ll use an example we’re sure you’ll be familiar with. A customer has called up with a query and Agent A answers the phone. Agent A isn’t sure, but another department will know. They tell the customer they will email them the information once they have it. After the call, Agent A emails the other department. The department takes a while to pick up the email. Customers aren’t their priority after all. But they do eventually email it back to Agent A. They don’t know Agent A is on holiday by the time it’s gone back to them. Agent B, who is covering, sees the email. They don’t know what it’s in regard to, so they ignore it. The customer calls back a week later and Agent C answers the phone. What was once a query is now a complaint. Agent C tells them they’ll look into it. But Agent A is still away and their manager is unavailable that day. They drop their manager an email and assume it will get resolved at some point. By this point, the customer is exasperated. They’ve left a bad review on Google and TrustPilot. They’re further antagonised by the auto-response they receive on their reviews with an empty apology, asking them for contact details the company already has on record, so they can look into it further. Now ask yourself... who’s fault was the complaint? No one’s really. It’s a culture problem. Specifically, a company culture lacking in ownership. If any of the employees involved had taken ownership over the query, it could have been resolved. Agent A could have met with the department. Agent B could have called the customer to get more information. Agent C could have made resolving it a priority. Without call ownership, issues multiply and bad customer service reigns supreme. Whereas in a company where employees are encouraged to take ownership in customer service, your customers reap the rewards. Problems are resolved faster, customers are happier and your business productivity and profitability improve. Much of call ownership comes down to empowering your employees and increasing their well-being. An unmotivated, burned out employee who feels like the company doesn’t care about them is unlikely to want to take ownership. A happy employee who is shown they are valued and appreciated within a business is far more likely to take ownership. With that foundation established, call ownership comes down to communication through powerful conversations. It doesn’t mean simply taking the blame for the company, but expressing and showing that you personally are concerned with a customer’s issue and you have a genuine desire to resolve it. Overall, call ownership is a phone skill that needs developing not solely by individual employees, but across the company. Call Handling Skills Improve the Customer Experience Business phone skills also extend to the way you handle calls as it impacts the overall customer experience you deliver. Let’s say you call up a company with an issue. You’re not annoyed when you originally call them. But then you’re on hold for half an hour before you even speak to a human. When you finally do speak to a human, they tell you you’ve gone through to the wrong department and they’ll transfer you. You wait on hold, again, before you eventually get through just to be cut off. Obviously, this is an extreme example of bad call handling skills. But it happens a surprising amount, even in large, well-established companies. Perhaps even more so for these companies. This is often because companies simply outsource this aspect of their business without giving it much analysis or thought. But for smaller and medium-sized companies, this process is dealt with internally and should be given due attention and consideration. There are clear call handling skills that can be taught to employees. These include things like manners and tone, but also summarising the call, as well as internal knowledge of where to direct calls to. Companies who want to follow call handling best practices should therefore be analysing call handling regularly to see where it can be improved and where the weaknesses lie. They can use this information to develop phone skill best practices which can be shared with employees to ensure the best possible customer experience every time. Call Management Skills Transform Customer Service Call management looks at the bigger picture of phone skills within your business. It’s an important - and often overlooked - aspect of your process. Businesses should be reviewing their call management processes continually. Without knowing the unique ins-and-outs of your business, it’s difficult to say exactly what this would look like in your business. It could mean assessing how inbound and outbound calls are managed and whether it could be done better. It could be reviewing your current call management software to see whether it needs to upgrade to more modern technology. It could be researching new call management features which could improve your customer service. There is no one size fits all rule to call management skills, but there are many best practices which may help your business improve your phone skills overall. Call Closing Techniques to Maximise Profitability Last, but by no means least, the close. Many sales people will tell you the close is the most important aspect of the call. They’re not wrong either, it’s a vital phone skill. There are literally hundreds of call closing techniques to pick from. From the tried-and-tested to more phone sales skills. These vary depending on the type of calls you’re dealing with; whether it’s a sale, a lead or a service call. But having set processes in place for the different types of calls will ensure you’re not missing out on opportunities. This is why so many businesses have scripts with a variety of customer service closing statements for their agents to pick from to deliver better customer service. From the most famous, “ is there anything else I can help you with? ” to summarising the call, these scripts have their place. This said, they do need regular evaluation. Companies should ask themselves how well ending scripts fit with their ethos and whether there are better options available. Just because something is working okay doesn’t mean it couldn’t work better. The Follow Up The nature of the 21st century customer means the close is no longer really the close. Customers interact with brands across many different channels and platforms, creating a omnichannel experience. Because of this, the customer service follow up has never been more important. Whether this is sending a thank you email, asking for a review or offering an incentive to purchase again, it’s so important that your company doesn’t miss this vital step of the process. Automated marketing can help you manage these aspects to ensure you don’t miss key follow ups. This can extend the lifetime value of your customer and ensure your customer service is bar none. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Construction Operations: Construction Project Estimating and Scheduling, a guide for residential and commercial developers, as well as lead contractors. Introduction The Estimating Process The Scheduling Process Common Challenges Advanced Strategies Conclusion In This Article Construction Project Estimating and Scheduling Introduction The Estimating Process The Scheduling Process Introduction In the world of construction operations, whether you're a residential or commercial developer, or a lead contractor, accurate project estimating and efficient scheduling are crucial for success, no matter the project's scale. Whether you're handling a home renovation, new office space, or a small build, the precision of your estimates and the effectiveness of your scheduling can make or break the project. However, these tasks often require careful coordination of resources, time, cost, and quality, making them more complex than they might initially seem. The Importance of Accurate Estimating and Scheduling Before we delve into the technicalities, it's crucial to understand why estimating and scheduling are so vital to construction projects. The Role of Estimating in Construction Estimating is the process of predicting the cost, time, and resources required for a construction project. It lays the foundation for project planning, budgeting, and resource allocation. Without an accurate estimate, you risk underfunding or overfunding the project, leading to delays, cost overruns, or even project failure. Key Benefits of Accurate Estimating • Cost Control: Helps in setting realistic budgets and avoiding unforeseen expenses. • Resource Management: Ensures that materials, labour, and equipment are allocated efficiently. • Risk Mitigation: Identifies potential financial risks and allows for contingency planning. • Client Satisfaction: Builds trust with clients by providing transparent and realistic cost projections. The Role of Scheduling in Construction Scheduling, on the other hand, involves planning the sequence of activities, allocating resources, and setting timelines to ensure the project is completed on time. A well-crafted schedule helps to synchronise the work of different teams, avoid conflicts, and ensure that each phase of the project is completed in a timely manner. Key Benefits of Effective Scheduling: • Time Management: Helps to avoid delays and ensure that the project is completed on time. • Coordination: Ensures that different teams and tasks are aligned, preventing bottlenecks and resource conflicts. • Quality Assurance: Allows for proper time allocation to each task, ensuring that quality is not compromised. • Client Communication: Provides a clear timeline for clients, managing their expectations and fostering trust. The Estimating Process: Steps, Tools, and Techniques Estimating is both an art and a science, requiring a blend of historical data, industry knowledge, and analytical tools . Here’s a step-by-step breakdown of the estimating process. 1. Understanding the Scope of Work The first step in any estimation process is to fully understand the project’s scope. This involves a detailed review of the project plans, specifications, and any other documentation provided. The scope defines what is included in the project and, just as importantly, what is not. Key Questions to Ask: • What are the key deliverables? • What materials and labour are required? • Are there any special conditions or unique requirements? • What are the potential challenges or risks? 2. Quantifying the Work Once the scope is clearly understood, the next step is to quantify the work involved. This involves creating a Bill of Quantities (BoQ) , which lists all the materials, labour, and equipment needed, along with their respective quantities. Common Methods for Quantification: • Manual Takeoffs: Counting and measuring from drawings manually. • Digital Takeoffs: Using software tools like Bluebeam or PlanSwift to digitise the takeoff process. • Model-Based Estimation: Using Building Information Modelling (BIM) to extract quantities directly from 3D models. 3. Applying Unit Costs With the quantities in hand, the next step is to apply unit costs to each item in the BoQ. These costs should be based on current market rates and include material costs, labour rates, equipment usage, and any other direct costs. Tips for Accurate Unit Costing: • Use Historical Data: Refer to past projects for similar work to get an idea of realistic costs. • Consult Suppliers: Get quotes from suppliers for up-to-date pricing on materials and equipment. • Factor in Labour Rates: Labour rates can vary significantly depending on location, skill level, and union regulations. 4. Considering Overheads and Profit Margins In addition to direct costs, you also need to account for indirect costs (overheads) and profit margins. Overheads include expenses like office rent, utilities, insurance, and salaries for non-field staff. Profit margins should reflect the level of risk involved in the project and the company’s financial objectives. Typical Overheads in Construction: • Project Management Costs: Salaries for project managers, engineers, and administrative staff. • Site Costs: Temporary facilities, site security, utilities, and site maintenance. • Insurance: Liability, workers’ compensation, and equipment insurance. • Permits and Fees: Costs associated with obtaining necessary permits and licenses. 5. Adding Contingencies Even the most meticulous estimates can’t account for every possible variable. That’s where contingencies come in. Contingencies are a percentage of the total estimated cost set aside to cover unforeseen expenses, changes in scope, or other unexpected issues. Common Contingency Percentages: • Low-Risk Projects: 5% to 10% of the total estimated cost. • Medium-Risk Projects: 10% to 15% of the total estimated cost. • High-Risk Projects: 15% to 20% of the total estimated cost. 6. Reviewing and Adjusting the Estimate Once the initial estimate is prepared, it’s essential to review it thoroughly. This includes cross-checking quantities, verifying unit costs, and ensuring that all aspects of the project are covered. It's also important to involve other stakeholders, such as project managers, engineers, and procurement teams, in the review process. Review Checklist: • Have all quantities been accurately measured? • Are the unit costs current and reflective of market conditions? • Have all overheads and profit margins been appropriately calculated? • Is the contingency sufficient given the project’s risk profile? 7. Presenting the Estimate Finally, the estimate needs to be presented to the client or decision-makers in a clear and transparent manner. This should include a detailed breakdown of costs, along with explanations for any assumptions made or contingencies included. Presentation Tips: • Use Clear Language: Avoid jargon and present the estimate in a way that non-technical stakeholders can understand. • Provide Supporting Documentation: Include copies of takeoffs, supplier quotes, and other documents that support the estimate. • Highlight Key Assumptions: Make it clear where assumptions have been made and what impact they could have on the final cost. 8. The Role of Estimators: Skills and Competencies While tools and techniques are crucial in estimating, the skills and competencies of the estimator are equally important. An effective estimator needs more than just technical knowledge; they must also possess a range of soft skills that enable them to communicate effectively, think critically, and make informed decisions. Essential Skills for Estimators: • Attention to Detail: Ensures that no aspect of the project is overlooked. • Analytical Thinking: Helps in evaluating different scenarios and making informed decisions. • Communication Skills: Vital for explaining estimates to stakeholders and negotiating with suppliers. • Problem-Solving: Required for dealing with unexpected challenges during the estimation process. • Time Management: Critical for meeting deadlines and managing multiple estimates simultaneously. 9. Advanced Estimating Techniques For complex projects, basic estimating techniques might not be sufficient. Advanced methods like probabilistic estimating, cost modeling, and risk analysis can provide more accurate predictions, especially when dealing with uncertainties. Advanced Techniques: • Monte Carlo Simulation: A probabilistic method that uses random sampling to estimate the likelihood of different outcomes. • Cost Modelling: Creating a detailed model of the project costs, including variables that can affect pricing. • Sensitivity Analysis: Evaluating how changes in one aspect of the project (like material costs) can impact the overall estimate. The Scheduling Process: Steps, Tools, and Techniques Like estimating, scheduling is a multifaceted process that requires careful planning and execution. A well-structured schedule not only ensures that a project stays on track but also allows for efficient resource allocation and risk management. 1. Defining the Work Breakdown Structure (WBS) The first step in scheduling is to create a Work Breakdown Structure (WBS). The WBS is a hierarchical breakdown of the project into smaller, more manageable components. Each level of the WBS represents a finer level of detail, from the overall project down to individual tasks. Benefits of a WBS: • Clarity: Provides a clear understanding of the project’s scope and deliverables. • Organisation: Helps to organise the work into manageable sections. • Responsibility Assignment: Facilitates the assignment of responsibilities to different teams or individuals. 2. Sequencing Activities Once the WBS is in place, the next step is to sequence the activities in the order they need to be completed. This involves identifying dependencies between tasks, which can be broadly classified into four types: • Finish-to-Start (FS): Task B cannot start until Task A is finished (e.g., painting cannot start until the walls are plastered). • Start-to-Start (SS): Task B cannot start until Task A starts (e.g., excavation and foundation pouring might start simultaneously). • Finish-to-Finish (FF): Task B cannot finish until Task A finishes (e.g., quality inspections cannot finish until all construction work is completed). • Start-to-Finish (SF): Task B cannot finish until Task A starts (less common in construction). Tools for Sequencing: Gantt Charts: Visualise the project timeline and task dependencies. Network Diagrams: Show the logical relationships between tasks and help identify the critical path. Critical Path Method (CPM): Identifies the longest sequence of tasks that determines the project duration. 3. Estimating Activity Durations The next step is to estimate the duration of each activity. This involves considering the scope of work, the resources available, and any potential risks or challenges. Durations can be estimated using various methods, including expert judgment, historical data, and three-point estimation. Three-Point Estimation: • Optimistic Duration (O): The best-case scenario where everything goes smoothly. • Pessimistic Duration (P): The worst-case scenario where everything that could go wrong does. • Most Likely Duration (M): The most realistic estimate, considering normal challenges. The formula for the expected duration (E) is: E=(O+4M+P)/6 4. Developing the Schedule With activities sequenced and durations estimated, you can now develop the project schedule. This involves assigning start and finish dates to each task, considering constraints such as resource availability, deadlines, and external factors like weather conditions. Key Scheduling Techniques: • Gantt Charts: Ideal for visualising the project timeline and tracking progress. • Network Diagrams: Useful for identifying the critical path and understanding task dependencies. • Critical Path Method (CPM): Identifies the sequence of critical tasks that determine the project’s overall duration. • Program Evaluation and Review Technique (PERT): A statistical tool used to estimate project duration by analysing the time required to complete each task, often used when there is uncertainty in activity duration. 5. Allocating Resources Once the schedule is developed, the next step is to allocate resources to each activity. This includes assigning labour, equipment, and materials, as well as ensuring that these resources are available when needed. Resource allocation must be done carefully to avoid overallocation or conflicts between tasks. Common Resource Allocation Challenges: • Resource Shortages: Limited availability of key resources, such as skilled labour or specialised equipment. • Resource Conflicts: Multiple tasks requiring the same resources at the same time. • Resource Levelling: Adjusting the schedule to ensure that resources are used efficiently without causing delays. Resource Allocation Tools: • Resource Histograms: Visual representation of resource usage over time. • Resource Levelling: Adjusting the start and end dates of activities to resolve resource conflicts. • Software Tools: Platforms like Microsoft Project or Primavera P6 offer features for resource allocation and management. 6. Monitoring and Controlling the Schedule Once the project is underway, it's essential to monitor the schedule regularly and make adjustments as needed. This involves tracking progress, identifying deviations from the plan, and taking corrective actions to get the project back on track. Techniques for Schedule Monitoring: • Progress Tracking: Regularly updating the schedule to reflect actual progress on the ground. • Earned Value Management (EVM): A method that integrates cost, schedule, and scope to assess project performance. • Variance Analysis: Comparing the planned schedule to the actual schedule to identify any variances. • Critical Path Analysis: Regularly reviewing the critical path to ensure that key tasks are on track. 7. Updating and Revising the Schedule No project schedule is set in stone. As the project progresses, you may need to update the schedule to reflect changes in scope, unexpected delays, or other unforeseen events. It’s important to communicate these changes to all stakeholders and ensure that the updated schedule is realistic and achievable. Common Reasons for Schedule Revisions: • Scope Changes: Additions or modifications to the project scope that impact the schedule. • Resource Constraints: Changes in resource availability that require adjustments to the timeline. • External Factors: Weather conditions, regulatory changes, or other external factors that impact the schedule. • Risk Management: As new risks are identified, the schedule may need to be adjusted to incorporate mitigation strategies. 8. The Role of Schedulers: Skills and Competencies Schedulers play a critical role in the successful execution of construction projects. They need to possess a mix of technical knowledge, strategic thinking, and communication skills to create and manage effective schedules. Essential Skills for Schedulers: • Technical Proficiency: Knowledge of scheduling tools and techniques like CPM, PERT, and Gantt charts. • Analytical Thinking: Ability to assess risks, evaluate dependencies, and foresee potential bottlenecks. • Problem-Solving: Skill in resolving scheduling conflicts and addressing delays. • Communication: Clear communication with stakeholders to keep everyone informed about schedule changes or issues. • Attention to Detail: Ensures that all tasks, dependencies, and resources are accurately accounted for. 9. Advanced Scheduling Techniques For complex projects, basic scheduling techniques might not suffice. Advanced techniques like agile scheduling, rolling wave planning , and last planner system (LPS) can provide more flexibility and accuracy, especially in dynamic environments. Advanced Techniques: • Agile Scheduling: Allows for flexibility and adjustments throughout the project, ideal for projects with evolving requirements. • Rolling Wave Planning: Focuses on detailed planning for the near term while keeping the long-term plan more flexible. • Last Planner System (LPS): A lean construction technique that involves collaborative planning and commitment from all parties to meet the schedule. Common Challenges in Estimating and Scheduling Even with the best tools and techniques, estimating and scheduling can be fraught with challenges. Understanding these challenges and knowing how to address them is key to mastering these critical processes. 1. Inaccurate Data One of the most common challenges in estimating is the reliance on inaccurate or outdated data. Whether it’s outdated unit costs, incorrect quantities, or unrealistic labour rates, inaccurate data can lead to flawed estimates and, ultimately, project failure. Solution: Use up-to-date data sources, consult with industry experts, and verify all information before including it in the estimate. Regularly update your cost databases to reflect current market conditions and ensure that you have the latest information on material prices, labour rates, and other key inputs. 2. Scope Creep Scope creep occurs when the project scope expands beyond the original plan without corresponding adjustments to the budget or schedule. This can lead to cost overruns, delays, and resource shortages. Solution: Implement a strict change management process that requires all scope changes to be approved and documented, along with their impact on the budget and schedule. Establish clear procedures for scope changes, and communicate them to all stakeholders at the outset of the project. 3. Resource Constraints Limited availability of resources, such as skilled labour or specialised equipment, can pose significant challenges to both estimating and scheduling. Resource constraints can lead to delays, increased costs, and lower quality. Solution: Plan resource allocation carefully, consider alternative resources, and build flexibility into the schedule to accommodate potential constraints. Conduct a thorough resource analysis during the planning phase to identify potential bottlenecks and explore options for resource sharing or outsourcing if needed. 4. Unforeseen Events Construction projects are often subject to unforeseen events, such as weather delays, regulatory changes, or supply chain disruptions. These events can disrupt the schedule and increase costs. Solution: Include contingencies in both the estimate and schedule to account for potential unforeseen events, and regularly monitor the project for emerging risks. Develop a risk management plan that identifies potential risks and outlines mitigation strategies, including contingency plans and alternative resources. 5. Communication Breakdown Poor communication between project stakeholders can lead to misunderstandings, misaligned expectations, and errors in estimating and scheduling. This is particularly common in large projects with multiple teams and subcontractors . Solution: Establish clear communication channels, hold regular meetings, and ensure that all stakeholders have access to up-to-date project information. Use collaborative tools like project management software to centralise information and facilitate real-time communication between teams. 6. Over-Optimism in Planning It’s not uncommon for project managers and estimators to be overly optimistic in their planning, underestimating the time and resources required to complete tasks. This can lead to unrealistic schedules and budgets, resulting in delays and cost overruns. Solution: Adopt a more conservative approach to estimating and scheduling, incorporating buffer times and contingencies to account for uncertainties. Use historical data and expert judgment to set realistic expectations and avoid the pitfalls of over-optimism. 7. Complexity in Large Projects Large construction projects involve multiple stakeholders, numerous tasks, and significant coordination challenges. Managing the complexity of these projects can be daunting, and even minor errors in estimating or scheduling can have a ripple effect on the entire project. Solution: Break down large projects into smaller, more manageable phases or milestones, each with its own estimate and schedule. Use advanced construction project management techniques like phased delivery or rolling wave planning to manage complexity and maintain control over the project’s progress. Advanced Strategies for Mastering Estimating and Scheduling For those looking to take their estimating and scheduling skills to the next level, here are some advanced strategies to consider. 1. Leveraging Technology In today’s digital age, technology plays a crucial role in construction estimating and scheduling. From software tools to automation and artificial intelligence (AI), there are numerous ways to enhance accuracy and efficiency. Key Technologies: • Building Information Modelling (BIM): Allows for model-based estimation and scheduling, improving accuracy and collaboration. BIM can also facilitate clash detection and provide visual representations of the project, helping stakeholders better understand the scope and requirements. • Estimating Software : Tools like Sage Estimating , ProEst , and HCSS HeavyBid can streamline the estimating process, reduce errors, and integrate with other project management tools. These platforms often come with built-in cost databases, templates, and integration with accounting systems, making the entire process more efficient and accurate. • Scheduling Software: Microsoft Project, Primavera P6, and Asta Powerproject offer advanced scheduling features like resource leveling, critical path analysis, and scenario planning. These tools allow for real-time updates, enabling project managers to respond quickly to changes and keep the project on track. • Artificial Intelligence (AI): AI-driven tools can predict costs, optimise schedules, and identify potential risks before they become issues. By analysing large datasets and historical project information, AI can provide insights and recommendations that improve decision-making and reduce the likelihood of errors. 2. Continuous Learning and Improvement The construction industry is constantly evolving, with new techniques, materials, and technologies emerging regularly. To stay ahead of the curve, it’s important to commit to continuous learning and improvement. Ways to Stay Updated: • Industry Conferences and Workshops: Attend events to learn about the latest trends and network with other professionals. These gatherings often feature presentations from industry leaders, case studies, and hands-on workshops that provide practical insights and skills. • Certifications: Pursue certifications like the Certified Estimating Professional (CEP) or Project Management Professional (PMP) to enhance your skills and credentials. These certifications often require ongoing education, ensuring that you stay current with industry best practices. • Online Courses: Platforms like Coursera, LinkedIn Learning, and Udemy offer courses on estimating, scheduling, and project management. Many of these courses are self-paced, allowing you to learn at your convenience and focus on areas where you need the most improvement. • Mentorship: Seek out mentors who have extensive experience in estimating and scheduling to guide you in your career. A mentor can provide valuable insights, share lessons learned from their experiences, and offer advice on how to navigate challenges in the field. 3. Integrating Estimating and Scheduling While estimating and scheduling are often treated as separate processes, integrating them can lead to better project outcomes. By aligning cost estimates with the project schedule, you can ensure that the budget reflects the realities of the timeline and vice versa. Integration Strategies: • Cost-Loaded Schedules: Incorporate cost estimates directly into the project schedule, allowing for real-time tracking of budget and schedule performance. This approach helps identify cost overruns and delays early, enabling corrective actions before they escalate. • Collaborative Planning: Involve estimators and schedulers in joint planning sessions to ensure alignment between the budget and the schedule. Collaborative planning fosters a shared understanding of project goals, risks, and constraints, leading to more accurate and achievable plans. • Software Integration: Use project management software that integrates estimating and scheduling functions, enabling seamless communication and data sharing between teams. This integration allows for more efficient updates, reduces the likelihood of errors, and ensures that everyone is working from the same information. 4. Fostering a Culture of Transparency Transparency in estimating and scheduling is crucial for building trust with clients, stakeholders, and team members. By being open about the assumptions, risks, and uncertainties involved, you can manage expectations and avoid potential conflicts. Ways to Promote Transparency: • Open Communication: Encourage regular communication between all project stakeholders, including clients, contractors, and suppliers. Open communication helps identify potential issues early and allows for collaborative problem-solving. • Detailed Documentation: Provide detailed documentation of estimates, schedules, and any changes made throughout the project. This documentation serves as a record of decisions and can be useful for resolving disputes or providing explanations to stakeholders. • Client Involvement: Involve clients in the estimating and scheduling process to give them a clear understanding of the project timeline and budget. By involving clients in key decisions, you can ensure that their expectations are aligned with the project plan and reduce the likelihood of scope creep or disagreements. 5. Embracing Flexibility While it’s important to have a plan, construction projects are dynamic, and changes are inevitable. Embracing flexibility in your estimating and scheduling processes can help you adapt to changes without compromising the project’s success. Strategies for Flexibility: • Scenario Planning: Develop multiple scenarios for the project schedule and estimate, considering potential risks and uncertainties. Scenario planning allows you to explore different outcomes and prepare for contingencies, ensuring that you can respond quickly to changes in the project environment. • Rolling Wave Planning: Focus on detailed planning for the near term while keeping the long-term plan more flexible. This approach allows you to make adjustments as more information becomes available or as project conditions change. • Buffer Times: Include buffer times in the schedule to account for potential delays or unexpected events. Buffers provide a cushion that can absorb minor disruptions without affecting the overall project timeline, ensuring that deadlines are met. Conclusion Mastering construction project estimating and scheduling is no easy feat, but it’s a crucial skill set for anyone involved in the construction industry. By understanding the processes, tools, and techniques involved, and by continually striving to improve, you can ensure that your projects are completed on time, within budget, and to the highest quality standards. Remember, estimating and scheduling are not just technical tasks—they are strategic processes that require a blend of analytical thinking, creativity, and effective communication. Whether you're a seasoned professional or just starting in the field, the key to success lies in your ability to adapt, learn, and innovate. By embracing the strategies outlined in this guide—leveraging technology, fostering transparency, integrating processes, and maintaining flexibility—you'll be well on your way to becoming a master of construction project estimating and scheduling. Key Takeaways: Accuracy and Communication: Precise estimating and effective scheduling are the backbone of successful construction projects. Advanced Tools and Techniques: Use modern technology and sophisticated methods like BIM, PERT, and CPM to enhance accuracy and efficiency. Continuous Learning: The industry evolves, and so should you. Keep learning, adapting, and improving. Flexibility and Transparency: Be prepared for changes and maintain open communication with all stakeholders to ensure smooth project execution. By following these principles, you can not only meet the challenges of estimating and scheduling head-on but also set the stage for successful project outcomes that exceed client expectations. Common Challenges Advanced Strategies Conclusion

The ISO 9001 standard is globally recognised as the benchmark for quality management systems (QMS). Whether you're a small business or a multinational corporation, mastering ISO 9001 can significantly enhance your operational efficiency, customer satisfaction, and market reputation. Mastering ISO 9001: Your Ultimate Guide to Quality Management Success Achieving ISO 9001 certification is not just about meeting a standard; it's about embracing a culture of quality that permeates every aspect of your organisation. Published on: 1 Jan 2023 In today's competitive business environment, quality management is not just a luxury—it's a necessity. The ISO 9001 standard is globally recognised as the benchmark for quality management systems (QMS) . Whether you're a small business or a multinational corporation, mastering ISO 9001 can significantly enhance your operational efficiency, customer satisfaction, and market reputation. This comprehensive guide will take you through everything you need to know about ISO 9001, from its fundamentals to the step-by-step process of achieving certification. What is ISO 9001? ISO 9001 is part of the ISO 9000 family of standards , which is dedicated to quality management systems. It sets out the criteria for a QMS and is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach, and continual improvement. The goal is to ensure that organizations can consistently provide products and services that meet customer and regulatory requirements. Why ISO 9001 Certification is Essential for Your Business Achieving ISO 9001 certification is not just about meeting a standard; it's about embracing a culture of quality that permeates every aspect of your organisation. Here are some key benefits: Improved Efficiency : Streamlined processes and clear documentation can lead to significant improvements in efficiency and productivity. Enhanced Customer Satisfaction : By focusing on quality, you can improve customer satisfaction, leading to repeat business and positive referrals. Global Recognition : ISO 9001 is recognized worldwide, opening up international markets and boosting your credibility with global partners. Regulatory Compliance : Helps ensure that you meet statutory and regulatory requirements, reducing the risk of non-compliance. ISO 9001 Explained: Everything You Need to Know About Quality Management Systems Before diving into the certification process, it’s crucial to understand the core components of ISO 9001. The standard is based on several quality management principles: Customer Focus : Understanding and meeting customer needs is fundamental. Leadership : Effective leadership is essential to establish a unity of purpose. Engagement of People : Competent, empowered, and engaged people at all levels are critical to enhancing an organization’s capability. Process Approach : A desired result is achieved more efficiently when activities and related resources are managed as processes. Improvement : Continual improvement should be a permanent objective. Evidence-Based Decision Making : Effective decisions are based on the analysis of data and information. Relationship Management : An organization and its external providers (suppliers, contractors, etc.) are interdependent, and a mutually beneficial relationship enhances the ability to create value. The Complete ISO 9001 Checklist for 2024 Embarking on the journey to ISO 9001 certification requires careful planning and execution. Here’s a comprehensive checklist to guide you through the process: Understand the Standard : Obtain a copy of ISO 9001 and thoroughly review its requirements. Gap Analysis : Conduct a gap analysis to identify areas where your current processes do not meet ISO 9001 requirements. Management Commitment : Secure commitment from top management to support the QMS implementation. Form a Project Team : Assemble a team responsible for implementing the QMS. Training : Provide ISO 9001 training to all employees to ensure they understand their roles and responsibilities. Documentation : Develop the necessary documentation, including the quality policy, quality objectives, and process documents. Implement Processes : Implement the documented processes across the organization. Internal Audit : Conduct an internal audit to ensure the QMS is functioning as intended. Management Review : Hold a management review meeting to assess the effectiveness of the QMS. Certification Audit : Select a certification body and undergo the certification audit. Top 10 Tips for Achieving ISO 9001 Certification Successfully achieving ISO 9001 certification can be challenging, but these tips can help you navigate the process: Start with a Gap Analysis : Identify what needs to be done to meet the standard. Get Management Buy-In : Ensure that top management is committed to the process. Engage Employees : Make sure all employees are aware of their roles in the QMS. Focus on Process Improvement : Use the implementation as an opportunity to improve your processes. Keep Documentation Simple : Avoid over-complicating your documentation. Train Your Team : Provide adequate training to ensure everyone understands the QMS. Conduct Regular Audits : Regular internal audits will help you stay on track. Review and Improve : Continuously review and improve your processes. Select the Right Certification Body : Choose a reputable certification body. Celebrate Success : Recognize and celebrate the efforts of your team once certification is achieved. Common ISO 9001 Pitfalls and How to Avoid Them While ISO 9001 implementation can bring many benefits, there are common pitfalls to avoid: Lack of Management Support : Without strong support from management, the QMS may fail. Insufficient Training : Employees need proper training to understand and implement ISO 9001. Over-Documentation : Too much documentation can be as problematic as too little. Ignoring the Process Approach : Failing to focus on processes can lead to inefficiencies. Poor Internal Communication : Good communication is key to successful implementation. ISO 9001 vs. ISO 14001: Understanding the Key Differences While both ISO 9001 and ISO 14001 are management system standards, they focus on different areas. ISO 9001 is centered on quality management, while ISO 14001 focuses on environmental management. Understanding these differences is crucial for organizations considering multiple certifications. You can find a detailed comparison in our post, ISO 9001 vs. ISO 14001: Understanding the Key Differences. Real-World Benefits of ISO 9001: Success Stories from Top Companies Numerous companies around the world have achieved remarkable success by implementing ISO 9001. These case studies highlight the tangible benefits of certification, such as increased efficiency, higher customer satisfaction, and improved market positioning. Explore more success stories in our article, Real-World Benefits of ISO 9001: Success Stories from Top Companies. Conclusion Mastering ISO 9001 is a journey that can transform your organisation. By understanding the principles, following a structured approach, and avoiding common pitfalls, you can achieve certification and enjoy the myriad benefits it brings. Whether you’re looking to improve efficiency, enhance customer satisfaction, or gain global recognition, ISO 9001 is the key to quality management success. 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Check out our 7 tips on how to sell over the phone that close to help you improve your phone sales and service skills. 7 Tips on How to Sell Over the Phone 7 tips on how to sell over the phone that will help staff improve their call handling sales and service skills. This is essential if you want your staff to close more sales over the phone. Published on: 16 Dec 2021 Learning how to sell over the phone is essential if you want your staff to close more sales over the phone. Your staff can’t be expected to handle a call effectively without understanding the importance of each of part in the buying process on the phone. Training your staff to close a sale over the phone and leave a positive lasting impression and increase the likelihood of return business can increase your sales and decrease your cost per sale which gives you an increase in profits. 1. Setting the standard This is the opening part of the call. An effective call opening should be friendly and up-beat. It should be professional. This element of the call has several objectives: Reassure the customer that they have reached the company they wanted to call Introduce the call handler Set the conversational tone By greeting the caller and stating the company name, and if applicable the department as well, you are reassuring your customer that they have contacted the right place. Next is where the rapport building starts. This is essential in information gathering and needs matching sections of the call. Setting the conversational tone is also extremely important for the needs identification, information gathering and product matching stages to be effective. 2. Building rapport This helps you to understand your caller’s needs and encourages the caller to open up to you about any reservations, giving you a chance to handle them effectively. 3. Identifying the customer’s needs By asking open questions you can get a better understanding of your customer’s needs. Don’t just take the minimum information that the caller offers you -ask about them. They are most likely to be flattered and to find their conversation with you more interesting. Questions such as ‘What is the reason for booking?’ and ‘how important is the specific date of the booking?’ allow the caller to give an answer that isn’t a yes/no answer. Yes/no answers can often stop a conversation in its tracks. A great way to get your staff used to this approach of questioning is to role play and group games where each person has to ask an open question pertaining to the last. 4. Logging the information for future use This doesn’t have to form part of the phone call itself – but make sure that there is a system and process, either whilst on the call through call recording or note-taking, or after the call. A warning to the wise though, note taking after the call is more likely to lead to more missing and incomplete information and lost details. 5. Fulfilling the customer’s needs Once you have identified the caller’s needs you need to meet them by matching them to your best solution be it advice, a service or product. Your caller’s needs may not be to buy a product or service, it may be to have an issue resolved (in which case, don’t discount the importance of the call). Happy customers are more likely to be repeat customers and repeat customers tell their friends…usually about 6 according to research and they are a lot cheaper than finding new customers. 6. Identifying and overcoming objections Test your closing by asking test questions such as ‘How does that sound to you?’ or ‘would that help [insert caller’s needs here]?’. These will help to flush out any early reservations and deal with them. Maybe a different product or service would be better, or maybe the resolution you are recommending is inappropriate for some reason. If success if not achieved at this stage go back to either identifying the customer’s need or fulfilling the customer’s needs. 7. Closing the call This is the final part of the call where you close the business. Bear in mind there is no point moving to this stage unless you have achieved a positive response from identifying and overcoming objections. Once you have been through this process you will understand how these key telephone call handling elements work together to optimise your chance of receiving a positive outcome from phone calls with your customers. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Avoid common mistakes in Standard Operating Procedures (SOPs) that lead to confusion and inefficiency. Learn how to create clear, effective SOPs by simplifying language, ensuring regular updates, assigning ownership, and engaging employees. Common SOP Mistakes: How to Create Clear and Effective Procedures Discover the most frequent mistakes in SOP creation and management, from overcomplicating procedures to poor version control. Learn practical strategies to avoid these errors and ensure SOPs are clear, up-to-date, and effective. Standard Operating Procedures (SOPs) are essential for ensuring consistency, efficiency, and compliance within an organisation. However, many businesses fall into common pitfalls that make their SOPs difficult to follow or ineffective. This guide highlights the most frequent SOP mistakes, explains their impact, and provides practical solutions with examples to help you create SOPs that work. Overcomplicating the SOP Impact Employees struggle to follow procedures, leading to mistakes and inefficiency. Training new staff takes longer than necessary. Employees might ignore or bypass the SOP altogether. Why This Happens SOPs often become too complex when: Writers assume employees already understand technical terms. Too much detail is included, trying to account for every possible scenario. The document lacks structure, making it hard to navigate. How to Avoid It ✅ Use simple, clear language – Write instructions as if explaining to someone new to the job.✅ Break down complex steps – Use bullet points, numbered lists, or flowcharts.✅ Provide only necessary detail – Avoid excessive explanations that make the SOP overwhelming. Example: ❌ “Ensure the system operates at optimal capacity by adjusting the hydraulic output to the corresponding PSI setting based on fluid dynamics.” ✅ “Turn the control knob to set the pressure to 150 PSI.” A good test: If an employee can’t follow the SOP without asking for clarification, it’s too complex. Vague or Ambiguous Instructions Impact Different employees perform the same task in different ways, reducing consistency. Errors increase due to misunderstandings. Employees waste time seeking clarification. Why This Happens The writer assumes certain steps are obvious. Instructions lack precision, leading to inconsistent execution. Responsibilities aren’t clearly assigned. How to Avoid It ✅ Use precise, action-based instructions – Clearly state what needs to be done, how, and when.✅ Avoid general phrases – Words like “regularly” or “as needed” create uncertainty.✅ Assign roles explicitly – Specify who is responsible for each action. Example: ❌ “Check the equipment regularly.” ✅ “Inspect the machine’s oil level every 6 hours using the dipstick. Refill if it drops below the minimum mark.” Clear, measurable instructions ensure consistency across teams. Failing to Update SOPs Regularly Impact Employees follow outdated procedures, leading to inefficiencies and mistakes. Compliance risks increase if processes no longer meet regulations. The business becomes less adaptable to change. Why This Happens SOPs are written once and forgotten, even when processes change. No one is assigned responsibility for keeping SOPs up to date. Employees continue using outdated procedures that no longer apply. How to Avoid It ✅ Schedule routine reviews – Review SOPs annually or whenever processes change.✅ Assign ownership – Designate someone responsible for maintaining SOP accuracy.✅ Track changes – Use a revision log to document updates. Example: A manufacturing company updates its software, but the SOP still references outdated features. Employees waste time troubleshooting because they’re following old instructions. Regular SOP reviews prevent these issues. Poor Version Control Impact Employees use different versions of the SOP, leading to confusion and inconsistency. Time is wasted searching for the correct version. Mistakes occur because staff follow outdated procedures. Why This Happens Multiple versions exist in different locations, leading to confusion. Employees use outdated versions because they don’t know where to find the latest one. Changes aren’t logged, making it unclear what was updated and why. How to Avoid It ✅ Store SOPs in a centralised system – Use a Document Management System (DMS) or cloud storage.✅ Label versions clearly – Use version numbers (e.g., “SOP_3.2”) and dates.✅ Maintain a change log – Record what was updated, when, and by whom. Example: A hospital updates its patient intake procedure, but some staff follow an older version stored on their desktop. A centralised system ensures everyone accesses the most current SOP. Lack of Employee Training and Engagement Impact Employees don’t follow SOPs correctly, leading to errors and inefficiency. Staff feel disengaged and resistant to following procedures. New hires take longer to become productive. Why This Happens Employees are expected to read the SOP on their own without guidance. Updates to SOPs are not properly communicated. There’s no verification that employees understand and follow the SOPs. How to Avoid It ✅ Provide hands-on training – Teach employees how to follow the SOP through demonstrations.✅ Test and certify employees – Require assessments to ensure comprehension.✅ Offer periodic refresher courses – Reinforce SOP adherence over time. Example: A customer service team receives a new SOP for handling complaints. Those who attended a training session apply it correctly, while those who only received an email update continue using outdated methods. Training ensures consistency. Not Tailoring SOPs to the Audience Impact Employees struggle to understand SOPs, reducing compliance. Time is wasted trying to interpret instructions. Critical steps might be missed. Why This Happens SOPs are written in overly technical language, making them hard to understand. The same document is used for different roles, even though responsibilities vary. There are no visual aids to help employees understand complex steps. How to Avoid It ✅ Write with the end user in mind – Consider the employee’s knowledge level.✅ Segment SOPs by role – Provide separate sections for different teams.✅ Use visuals – Flowcharts, diagrams, and screenshots improve clarity. Example: A logistics company has one generic SOP for handling shipments. Drivers, warehouse staff, and dispatchers all struggle to find relevant sections. Splitting the SOP into role-specific guides makes it easier to follow. Failing to Incorporate Feedback Impact Employees develop workarounds, making SOPs ineffective. Processes remain inefficient or impractical. Critical improvements are missed. Why This Happens SOPs are created by management without consulting the employees who use them. There’s no structured way for employees to report issues or suggest improvements. Problems with the SOP are only noticed after mistakes happen. How to Avoid It ✅ Get employee input early – Involve frontline workers in SOP development.✅ Create a feedback loop – Allow employees to suggest changes.✅ Review SOPs based on real-world use – Make adjustments as needed. Example: A cleaning crew follows an SOP that says, “Mop floors after closing.” Staff report that floors are often dirty again by morning due to overnight maintenance work. Updating the SOP to mop before opening ensures a cleaner space for customers. 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Discover how to enhance workplace communication skills using DISC personality assessments. Learn strategies for self-awareness, empathy, active listening, and effective collaboration to create a more productive and harmonious work environment. Improving Workplace Communication Skills with DISC Personality Assessments Unlock Effective Communication Strategies with DISC Insights for a More Collaborative and Productive Workplace Published on: 28 Nov 2024 Enhance your workplace communication skills by leveraging tools like DISC personality assessments. These assessments can help you identify areas for growth, encourage seeking feedback, and practice communication strategies that work for everyone in your organisation. Why Communication Skills Matter at Work Research shows that 42% of all workers are in roles where communication skills are more crucial than analytical, mechanical, or managerial skills. This means that, for a vast number of people, their ability to communicate effectively is far more important than their technical expertise. Telephone communication skills , for example, are essential for building relationships and resolving issues efficiently. However, learning and development strategies often neglect to prioritise communication improvement. Using DISC for Better Communication DISC personality assessments can be powerful for enhancing communication, teamwork, and collaboration. The DISC model categorises personality traits into four primary styles: Dominance, Influence, Steadiness, and Conscientiousness. Understanding these styles helps employees develop self-awareness and appreciate how others prefer to communicate. With this knowledge, you can tailor your communication to different styles, reducing misunderstandings and fostering better interactions. DISC also promotes empathy, as you start to value the strengths and working styles of your team, improving overall dynamics. Defining Communication Skills Communication skills are a broad set of abilities, including verbal and non-verbal communication, listening, and negotiation. They involve any method we use to convey information and engage with others. Effective communication requires adapting your style based on context—how you communicate with a manager may differ significantly from how you interact with a colleague. Categories of Communication Skills Verbal Communication : Clear and concise speech to convey information. Non-Verbal Communication : Body language, facial expressions, and tone. Listening : Active engagement to fully understand and respond to others. Negotiation : Finding mutually agreeable solutions to issues. Conflict Resolution : Navigating and resolving disagreements constructively. The Impact of Communication Skills at Work Strong communication skills are essential in professional settings. They improve teamwork, reduce friction, and lead to more productive relationships. Regardless of your position, the ability to communicate well can accelerate your career by making you a more effective collaborator. Even in technical roles, communication remains critical, particularly when interacting with colleagues, clients, or stakeholders. Leaders, in particular, benefit from strong communication skills. Clear, empathetic communication can improve team morale, foster engagement, and create a sense of shared purpose. Moreover, these skills extend beyond work, enriching your relationships with friends and family. Communication Skills and Workflow Efficiency Developing effective communication skills is vital for creating smooth workflows. Clear instructions, active listening, and open dialogue can streamline processes and foster trust within teams. Just as detailed procedures improve operational efficiency, consistent and transparent communication reduces errors and enhances team performance. Top 10 Communication Skills for Workplace Success Emotional Intelligence : Manage your emotions and recognise their impact on others. Humility : Show respect by acknowledging both your successes and those of your peers. Empathy : Understand and connect with the perspectives of colleagues. Active Listening : Be present and engaged to minimise misunderstandings. Authenticity : Communicate honestly to build trust. Non-Verbal Awareness : Recognise that body language often conveys more than words. Clear Language : Use precise words to avoid confusion and enhance clarity. Conflict Resolution : Tackle issues constructively, focusing on solutions. Collaboration : Work cohesively with others to maximise team potential. Recognition : Regularly acknowledge the efforts of colleagues to boost morale. Steps to Improve Your Communication Skills Take a DISC Assessment : Identify your communication style and learn how to adapt to others. Seek Feedback : Understand how your communication impacts others and align this with your DISC profile. Reflect Regularly : Analyse past interactions and consider how to improve. Invest in Training : Participate in workshops that focus on interpersonal communication, tailored to your needs. Stay Consistent : Practice your skills daily to make effective communication second nature. By improving your communication skills, you can build better relationships, streamline workflows, and contribute to a more harmonious and productive workplace. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how CRM can enhance customer empathy and service by personalising interactions, improving response times, and leveraging AI for better engagement. Learn key CRM implementation steps to optimise your business relationships. How to Use CRM to Improve Customer Empathy and Service Discover how CRM can enhance customer empathy and service by personalising interactions, improving response times, and leveraging AI for better engagement. Published on: 6 Jan 2025 In today’s competitive market, businesses that prioritise customer empathy and business growth stand out. A Customer Relationship Management (CRM) system is a powerful tool that helps businesses enhance customer service by tracking interactions, personalising experiences, and ensuring a seamless service journey. By leveraging CRM effectively, businesses can not only build stronger customer relationships but also drive sustainable growth through improved retention, increased sales, and data-driven decision-making. Here's how you can use CRM to enhance customer empathy, service, and long-term business success. What is CRM Implementation? Definition CRM implementation involves installing, configuring, and integrating CRM software to manage customer relationships effectively. It enables businesses to centralise customer interactions, automate workflows, and gain valuable insights into customer behaviour. Goal The primary goal is to improve customer service, enhance sales processes, and ultimately, increase revenue. CRM implementation helps businesses respond proactively to customer needs, CREATING long-term loyalty and trust. Process CRM implementation encompasses several critical steps: Assessing business needs Selecting the right CRM software Customising it to align with workflows Migrating data accurately Training staff Testing and optimising the system for continuous improvement 1. Understand Your Customers’ Needs with Data Empathy starts with understanding, and CRM systems store valuable data on customer preferences, past interactions, and feedback. By analysing this data, businesses can anticipate customer needs and tailor their responses accordingly. A well-implemented CRM allows businesses to identify trends and patterns in customer behaviour. For instance, if a customer frequently contacts support about the same issue, the system can flag this for proactive resolution. Additionally, CRM analytics can help segment customers based on preferences, enabling more personalised marketing and service strategies. Example: A CRM can highlight repeat service issues, allowing a proactive resolution before the customer even reaches out. 2. Personalise Customer Interactions A personalised approach demonstrates that a business values its customers. CRM enables businesses to store detailed customer profiles, including purchase history and communication preferences. By leveraging CRM data, companies can ensure that interactions are relevant and engaging. For instance, an e-commerce store can use CRM insights to send personalised recommendations based on past purchases. Likewise, a service provider can follow up with a customer regarding a previous inquiry, showing attentiveness and care. Example: Using CRM insights, a service representative can greet a returning customer by name and reference past interactions, making the experience more engaging and effective. 3. Improve Response Time and Efficiency Customers appreciate timely and efficient service. A CRM automates workflows, assigns tasks to the right team members, and provides a centralised hub for tracking customer requests. Automation tools within CRM systems help businesses reduce response times and streamline communication. For example, automated ticketing ensures that inquiries are promptly assigned to the appropriate agent, while chatbots integrated with CRM can handle simple queries instantly. Additionally, CRM dashboards allow managers to monitor service performance and identify areas for improvement. Example: Automated ticketing ensures that customer inquiries are assigned to the best-suited agent, reducing resolution time and frustration. 4. Enhance Follow-Ups and Customer Retention Empathy extends beyond resolving an issue—it includes proactive follow-ups. CRM systems can schedule automated follow-ups, reminding businesses to check in with customers after service interactions. Effective follow-ups build trust and demonstrate commitment to customer satisfaction. For example, a CRM can trigger an email survey after a support interaction, allowing customers to provide feedback. Businesses can then use this feedback to improve processes and address any lingering concerns. Example: A CRM can trigger an email or call reminder a week after a service request to ensure customer satisfaction. 5. Leverage AI and Chatbots for Instant Support AI-powered chatbots integrated with CRM systems provide instant responses while still ensuring a human-like experience. They can answer common questions and escalate complex issues to human representatives. Intelligent chatbots can analyse customer sentiment and respond in a way that feels more natural and engaging. Furthermore, AI-driven CRM features can predict customer issues based on past interactions, helping businesses proactively address concerns before they escalate. Example: A chatbot integrated with a CRM can recognise a returning customer and provide support based on their previous inquiries. 6. Use CRM to Gather and Act on Customer Feedback Listening to customer feedback is key to improving service quality. CRMs can collect feedback through surveys, chat logs, and service reviews, providing valuable insights for future improvements. Businesses can use CRM analytics to track customer sentiment and identify recurring complaints. For example, if multiple customers report the same issue, CRM tools can generate reports highlighting these concerns. Companies can then take data-driven actions to improve their offerings and service quality. Example: A CRM can flag recurring complaints, allowing businesses to adjust their approach and enhance service delivery. Key Steps in CRM Implementation 1. Plan a CRM Strategy Define clear business goals and objectives that the CRM system will support. Identify key pain points in customer service and outline how CRM can address them. 2. Select CRM Software Choose a CRM platform that aligns with your business needs. Consider factors like scalability, integration capabilities, and user-friendliness. 3. Thorough Data Migration Migrate existing customer data accurately to avoid losing valuable information. Data cleansing ensures that only relevant, high-quality data is transferred. 4. Configure and Customise Tailor the CRM system to fit specific workflows and processes, ensuring a seamless transition for employees. 5. Train and Change Management Provide comprehensive training to staff, addressing potential resistance to change. A well-trained team maximises CRM adoption and effectiveness. 6. Test and Launch Thoroughly test the CRM system before deployment to ensure all functionalities work as expected. 7. Ongoing Optimisation Continuously monitor performance and refine processes to enhance efficiency and customer satisfaction. A CRM system is not just a data repository—it’s a strategic tool that helps businesses build stronger, more empathetic customer relationships. By using CRM to understand, personalise, and improve service, businesses can create a customer experience that enhances loyalty and long-term success. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Grow your market share and business with expert business coaching, tailored to the windows, doors and conservatories showroom and installer industry. Business Coaching for Windows, Doors and Conservatories Showrooms and Installers Grow your market share and business with expert business coaching, tailored to the Windows, Doors and Conservatories showroom and installers industry. Our Windows, Doors and Conservatories and Installers business improvement programme can help your company grow your market share and increase your revenue through driving business productivity. Whatever the size of your business, we can help. Windows, Doors and Conservatories and Installers Business Improvement Programme Our business improvement programme coaches help your business figure out how to do what you do already better. They’ll assess where you’re already succeeding and look at where you can improve using our unique business productivity solutions and tools. Overall, they’ll help you resolve any roadblocks to success, permanently. We know that what sets your business apart from the next competitor is outstanding customer service alongside operational excellence. That’s why one of our main focuses is helping you perfect your customer service interactions so every single one of your clients has a great experience. Sales and Service Training for Windows, Doors and Conservatories and Installer Business Sales and service training for Windows, Doors, and Conservatories Installer businesses enhances phone communication, ensuring professionalism and courtesy. This boosts customer satisfaction, increases booking rates, and builds trust. Efficient handling of inquiries and quotes fosters a positive reputation, encourages referrals, and drives business growth, ensuring long-term client relationships and repeat business. Operational Excellence for Windows, Doors and Conservatories and Installers Long-term business success in your industry is dependent on your operational excellence, great products and customer service. If you’re lacking any, your business will face challenges ahead. Your employees are integral to the success of your business. They turn shoppers and queries into sales, as well as ensuring all potential clients have a memorable and positive experience with your business. This is why we believe in reversing the traditional organisational pyramid of command and control to empower your employees. This empowerment allows your employees’ ideas and innovations to power your business, allowing it to thrive. As part of your business productivity plan, we’ll set your business clear, tangible goals and deliverables. We’ll bring consistency to your service and brand to ensure you maximise every interaction you have with customers. What our Windows, Doors and Conservatories Business Training Delivers Improved business efficiency Increased profitability Better competitive advantage More motivated, engaged employees A positive work culture Consistently exceptional customer service Benefits of Windows, Doors and Conservatories and Installers Business Coaching Instead of focusing on surviving, we’ll help you focus on thriving long-term. Our business coaches help you reach your full potential by increasing your market share and profitability through productivity. Get in Touch Tell us about a challenge or question you have. First name* Last name* Company name Email* Submit

Organisational design is the process of structuring and arranging an organisation's resources, processes, and roles to achieve its goals effectively and efficiently. 10 Organisational Design Process Steps Organisational design is the process of structuring and arranging an organisation's resources, processes, and roles to achieve its goals effectively and efficiently. Organisational design refers to the process of creating or redesigning the structure, systems, and processes of an organisation to achieve its strategic objectives effectively and efficiently. It involves determining how various components of the organisation, such as people, tasks, roles, and resources, are organized and coordinated to optimise performance and drive success. Effective organisational design is essential for strategic scaling , creating a structure and operating model that enables the organisation to achieve its goals, adapt to change, and remain competitive in a dynamic business environment. It promotes efficiency, collaboration, innovation, and employee engagement, ultimately contributing to the long-term success of the organisation. Organisational Design is Needed for Several Reasons: Alignment with strategy: An effective organisational design ensures that the structure and processes of the organisation are aligned with its strategic goals and objectives. It helps create a clear line of sight between the organisation's overall direction and the activities of its employees helping to improve business execution. Improved efficiency and productivity: By designing an organisation that optimises workflows , eliminates redundancies, and clarifies roles and responsibilities, organisational design helps enhance operational efficiency and productivity. It streamlines processes, reduces bottlenecks, and improves coordination among teams and departments. Adaptability and agility: In a rapidly changing business environment, organisational design allows companies to be more agile and responsive to market dynamics. It enables organisations to reconfigure themselves quickly, allocate resources efficiently, and adapt to new opportunities or challenges. Enhanced communication and collaboration: Well-designed organisational structures and processes facilitate effective communication and collaboration within and across teams. It clarifies reporting relationships, establishes efficient channels of communication, and promotes teamwork, coordination, and knowledge sharing. Talent management and employee engagement: organisational design helps create clear career paths, define roles and responsibilities, and establish performance expectations. This contributes to effective talent management, employee engagement, and retention. It also provides employees with a sense of purpose, autonomy, and accountability. Innovation and creativity: A well-designed organisation fosters an environment that encourages innovation, creativity, and problem-solving. It can establish cross-functional teams, promote idea generation, and facilitate the flow of information and knowledge across the organisation, leading to greater innovation and adaptability. Scalability and growth: As organisations grow and evolve, they often need to redesign their structure and processes to accommodate increased complexity, scale operations, and support future growth. organisational design enables organisations to scale their operations while maintaining efficiency and effectiveness. Change management: organisational design is often necessary during periods of change, such as mergers, acquisitions, or restructuring. It helps manage the transition by providing a framework for aligning the organisation's structure and processes with the new strategic direction or operating model. What are the Challenges of Organisational Design? While there are many potential benefits to effective organisational design, there are also several challenges that organisations often face in this process. Addressing these challenges requires a thoughtful and iterative approach to organisational design, involving input from various stakeholders, effective change management strategies, and a willingness to learn from both successes and failures. Here are some common challenges of organisational design: Complexity: Organisations, especially large ones, are inherently complex systems with multiple departments, functions, and interdependencies. Designing an organisational structure that aligns with the organisation's goals and effectively manages complexity can be challenging. Resistance to change: People within an organisation may resist changes in the organisational design, especially if it disrupts established routines, power dynamics, or job roles. Resistance can come from employees, managers, or even influential stakeholders. Managing this resistance and fostering a culture of adaptability and openness to change is crucial. Communication and coordination: Effective organisational design requires clear communication channels, collaboration, and coordination among different departments and individuals. Ensuring effective communication and coordination across the organisation can be challenging, particularly when there are silos or communication barriers. Balancing specialisation and integration: organisational design often involves finding the right balance between specialised functions or departments and integrating them effectively. Overemphasis on specialisation can lead to fragmented efforts and lack of coordination, while excessive integration can result in bureaucracy and slow decision-making processes. Scalability and flexibility: Organisations need to design structures and systems that can adapt to changing circumstances and scale as the organisation grows. Balancing the need for stability and efficiency with the flexibility to accommodate future changes can be a challenge. Cultural alignment: organisational design should align with the organisation's culture, values, and vision. However, cultural alignment can be challenging, especially when there are cultural differences across departments or when merging organisations with different cultures. External factors: organisational design is influenced by external factors such as industry trends, market conditions, regulatory requirements, and technological advancements. Keeping up with these external factors and designing an organisation that can respond and adapt to them can be a significant challenge. Evaluation and feedback: Designing an organisation is an ongoing process, and it requires continuous evaluation and feedback. Establishing mechanisms for collecting feedback, monitoring performance, and making necessary adjustments can be challenging, particularly without clear metrics or indicators of success. Workflow Consideration for Organisational Design Challenges To effectively tackle the common challenges in organisational design, a well-structured workflow process can provide clarity and ensure smooth transitions. Here’s how workflows can address these challenges: Complexity : Establish a centralised workflow that maps out key functions, interdependencies, and departmental relationships. This allows for better visualisation of organisational complexity, ensuring alignment with goals while making management of cross-departmental coordination more efficient. Resistance to Change : Introduce a change management workflow that incorporates communication loops, feedback cycles, and designated roles for handling resistance. This can guide organisations through change, addressing concerns and keeping stakeholders informed at each stage. Communication and Coordination : Design a communication workflow that outlines specific channels, reporting structures, and escalation points to ensure smooth coordination across teams. This reduces silos and improves collaboration between departments. Balancing Specialisation and Integration : Use integrated workflows to balance specialised tasks with cross-functional teamwork, clearly identifying points of intersection between departments and ensuring that collaboration is built into daily operations without creating unnecessary bureaucracy. Scalability and Flexibility : Create flexible workflows that can be scaled or adjusted as the organisation grows. Using dynamic processes, you can make room for scalability while maintaining operational efficiency and adaptability. Cultural Alignment : Implement workflows that incorporate cultural checkpoints, ensuring that each step of the design and change process aligns with organisational values and vision. This fosters cultural consistency across departments and during mergers. External Factors : Develop adaptive workflows that incorporate industry trends, regulatory updates, and technological advancements. A workflow-driven approach ensures the organisation is agile and responsive to external changes. Evaluation and Feedback : Establish a continuous improvement workflow, incorporating regular feedback loops and performance metrics. This ongoing process of evaluation ensures that organisational design remains efficient and aligned with strategic objectives over time. By integrating these workflows into the organisational design process, businesses can better manage complexity, improve communication, and remain flexible and responsive to change. ERP Systems and Organisational Design Enterprise Resource Planning (ERP) systems play a critical role in effective organisational design. An ERP integrates key business functions—such as finance, HR, supply chain, and customer management—into a single unified system, providing greater visibility, consistency, and control across the organisation. When undertaking organisational design, incorporating an ERP solution can: Enhance Workflow Efficiency : Standardised processes across departments improve coordination and reduce redundancy. Support Structural Changes : ERP systems allow organisations to reconfigure operations quickly and consistently when restructuring. Improve Data-Driven Decision Making : Real-time data access empowers leaders to make informed organisational and strategic adjustments. Facilitate Communication and Collaboration : Centralised information systems break down silos and support smoother collaboration across teams. Enable Scalability and Flexibility : As businesses grow or pivot, ERP systems can adapt, supporting new structures and workflows without major disruptions. By aligning organisational design efforts with ERP system implementation or optimisation, businesses can ensure that their operating model is not only efficient but also digitally enabled for long-term success. While the specific steps may vary depending on the organisation's size, industry, and particular needs, here is a general framework for organisational design: Workflow for Organisational Design Process A streamlined organisational design process is pivotal to driving sustainable growth and adaptability. Below is a high-level workflow tailored for executives and change leaders seeking to align their organisational structure with strategic business imperatives. Step-by-Step Workflow: Identify Strategic Objectives Define the organisational objectives: Clearly articulate the organisation's mission, vision, and strategic goals. This provides a foundation for designing the structure and aligning resources. Action : Precisely articulate the overarching goals driving the restructuring, ensuring alignment with long-term business strategy and market conditions. Responsibility : C-suite, with input from senior leadership. Key Deliverables : A strategic brief that frames organisational priorities, accompanied by key performance indicators (KPIs). Conduct a Structural Audit Assess the current state: Evaluate the existing organisational structure, processes, and systems. Identify strengths, weaknesses, inefficiencies, and areas for improvement. Action : Execute a data-driven assessment of the current organisational architecture, benchmarking it against industry standards and future capabilities. Responsibility : Internal audit or external consultancy, overseen by HR. Key Deliverables : An in-depth diagnostic report outlining critical structural gaps and opportunities. Map Functional and Strategic Needs Determine future requirements: Consider the organisation's growth plans, market trends, technological advancements, and changing customer needs. Determine the capabilities and resources needed to achieve the desired future state. Action : Align functional roles and capacities with core business objectives, leveraging operational data to ensure optimal resource allocation. Responsibility : Senior department heads in collaboration with strategy and operations teams. Key Deliverables : A detailed functional matrix tied to business deliverables and resource forecasts. Clarify Roles and Accountability Define roles and responsibilities: Clearly define the roles, responsibilities, and decision-making authority for each position in the organisation. Ensure that there is clarity and alignment across different functions and levels. Action : Establish crystal-clear role definitions, delineating responsibilities and decision-making authority to enhance accountability and streamline workflows. Responsibility : HR leadership, supported by departmental heads. Key Deliverables : Standardised job descriptions and an accountability framework mapped against performance metrics. Design Alternative Structures Develop organisational structure options: Explore different structural alternatives, such as functional, divisional, matrix, or hybrid structures. Consider factors like span of control, reporting relationships, coordination mechanisms, and decision-making processes. Action : Develop and model multiple structural scenarios, each optimised for different market conditions and growth trajectories. Responsibility : Strategic planning team, supplemented by external experts if required. Key Deliverables : A set of structural models with scenario-based projections for performance impact. Evaluate and Stress-Test Alternatives Action : Rigorously evaluate each organisational model, stress-testing for scalability, agility, and risk mitigation. Responsibility : Senior leadership and finance, with input from external advisors. Key Deliverables : An evaluation matrix and risk analysis document, highlighting the most viable structures. Select and Formalise Optimal Structure Establish reporting relationships: Determine reporting lines and hierarchies within the organisation. Specify the relationships between different roles, teams, and departments to facilitate effective communication and coordination. Action : Finalise the organisational blueprint that best supports strategic goals, future-proofing for industry shifts and internal scalability. Responsibility : CEO and board, in consultation with key stakeholders. Key Deliverables : A formalised organisational design document, including transition plans and structural KPIs. Implementation Roadmap Design processes and workflows: Identify key business processes and workflows required to achieve organisational goals. Streamline processes, eliminate redundancies, and establish efficient workflows to improve productivity and effectiveness. Consider culture and values: Consider the organisation's culture, values, and desired behaviours. Design the structure and processes to align with and reinforce the desired culture, fostering collaboration, innovation, and accountability. Action : Develop a robust, phased implementation plan, ensuring organisational readiness and stakeholder alignment across the business. Responsibility : Project management office (PMO) and change management team. Key Deliverables : A granular implementation timeline with key milestones, communication plans, and success metrics. Execute and Embed Allocate resources: Determine the allocation of resources, including budget, personnel, technology, and physical assets. Ensure that resources are allocated appropriately to support the organisation's strategic objectives. Communicate and implement the design: Communicate the new organisational design to all stakeholders, including employees, managers, and other relevant parties. Create a change management plan to facilitate a smooth transition to the new structure and processes. Action : Deploy the new structure in controlled phases, ensuring alignment with change management best practices and real-time performance tracking. Responsibility : PMO and departmental leaders, supported by change champions. Key Deliverables : Implementation scorecards, real-time tracking reports, and stakeholder feedback loops. Continuous Optimisation Establish a feedback-driven optimisation process, where structural performance is regularly monitored and adapted to align with evolving market or internal demands. A dedicated continuous improvement team, under executive oversight, ensures that feedback is actively integrated into strategies, fostering a culture of constant enhancement. Key deliverables include a dynamic post-implementation review, incorporating continuous feedback cycles to inform performance improvement strategies, enabling the business to remain agile and competitive Action : Establish a feedback-driven optimisation process, monitoring structural performance and adapting to evolving market or internal demands. Responsibility : Continuous improvement team under executive oversight. Key Deliverables : A dynamic post-implementation review with continuous feedback cycles and performance improvement strategies. By adhering to this workflow, leaders can ensure a data-driven, strategically aligned organisational design that maximises efficiency, scalability, and resilience. Continuously monitor the effectiveness of the new organisational design. Gather feedback, assess performance, and adjust as needed to ensure the organisation remains aligned with its objectives. Remember that organisational design is an iterative process, and adjustments may be required over time as the organisation evolves and new challenges arise. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

The Myers-Briggs Type Indicator (MBTI) is one of the most widely used personality tests in the world. In technical terms, it is an introspective self report tool that indicates the differing psychological preferences between people. Myers Briggs Personality Testing The Myers-Briggs Type Indicator (MBTI) is one of the most widely used personality tests in the world. In technical terms, it is an introspective self report tool that indicates the differing psychological preferences between people. What this means in less clinical terms is the Myers-Briggs Type Indicator can help us better understand how we perceive the world and make decisions, as well how other people do those things. The History of the Myers-Briggs Type Indicator The Myers-Briggs Type Indicator was created by mother and daughter, Katharine Cook Briggs and Isabel Briggs Myers. Katherine Briggs began researching personality in 1917, after meeting her future son-in-law and observing the stark differences between his personality and that of her family members. She began reading and documenting various biographies to develop a typology, which eventually evolved into four main temperaments; social, executive, spontaneous and meditative. She went on to read Carl Jung's Psychological Types in 1923 and recognised the similarities with her own. Her daughter Isabel also took an interest in human behaviour at this point and they decided to attempt to turn the theory of psychological types into a more practical application together. Eventually, Briggs Myers took over the research almost entirely, evolving the typological research towards the field of psychometric testing. Myers was apprenticed to Edward N. Hay and here learned test construction, scoring, validation and statistical methods. After years of research, the pair began creating the indicator during World War II. They believed a knowledge of personality preferences could help women entering the workforce for the first time, to identify which women would be the most effective in various industrial roles that needed filling. Since then, the MBTI has been adapted twice; once by psychologist Mary McCaulley of the University of Florida in 1985 and a third time in 1998. After years of research, the pair began creating the indicator during World War II. They believed a knowledge of personality preferences could help women entering the workforce for the first time, to identify which women would be the most effective in various industrial roles that needed filling. Since then, the MBTI has been adapted twice; once by psychologist Mary McCaulley of the University of Florida in 1985 and a third time in 1998. The Concepts Behind MBTI The MBTI is based on the theory proposed by Swiss psychiatrist Carl Jung. He speculated that people perceive the world through one of four principal psychological functions: sensation, intuition, feeling and thinking. The four categories that he outlined are: Introversion/Extroversion Sensing/Intuition Thinking/Feeling Judging/Perceiving His theory states every individual has one preferred quality from each category, creating 32 unique personality types, which the MBTI condenses to 16. These types indicate how we experience the world, our interests, needs, values and intrinsic motivations. The different types are: Analyst Personality Types Analyst personality types within the Myers-Briggs framework include: Architects (INTJ-A/INTJ-T): Imaginative, strategic and excellent planners. Logicians (INTP-A/INTP-T): Inventive, innovative and always looking to learn more. Commanders (ENTJ-A/ENTJ-T): Imaginative, bold and strong leaders. Debaters (ENTP-A/ENTP-T): Curious, intelligent and always up for a challenge. Diplomat personality types Diplomat personality types within the Myers-Briggs framework include: Advocates (INFJ-A/INFJ-T): Inspiring, idealistic and introverted. Mediators (INFP-A/INFP-T): Kind, creative and altruistic. Protagonists (ENFJ-A/ENFJ-T): Inspiring and charismatic leaders. Campaigners (ENFP-A/ENFP-T): Sociable, creative and excellent team players. Sentinel Personality Types Sentinel personality types within the Myers-Briggs framework include: Logicians (ISTJ-A/ISTJ-T): Practical, reliable and always searching for the facts. Defenders (ISFJ-A/ISFJ-T): Dedicated, friendly and the heart of any team. Executives (ESTJ-A/ESTJ-T): Organised and excel at administrative and management tasks. Consuls (ESFJ-A/ESFJ-T): Sociable, caring and always happy to help. Explorer Personality Types Explorer personality types within the Myers-Briggs framework include: Virtuosos (ISTP-A/ISTP-T): Practical, bold and a master of new tools and tasks. Adventurers (ISFP-A/ISFP-T): Creative, flexible and always ready for the next challenge. Entrepreneurs (ESTP-A/ESTP-T): Intelligent, energetic and perceptive. Entertainers (ESFP-A/ESFP-T): Energetic, spontaneous and the life of the party. Benefits of the Myers Briggs Workplace Personality Test Nearly 90% of Fortune 100 companies use the MBTI test during their hiring process or within team building exercises and for good reason. This test has proven benefits in the workplace. The most obvious benefit is that it improves communication, bringing about more positive interactions. Personality typing helps colleagues figure out how best to communicate with various colleagues and managers, resulting in more productive outcomes. It can also improve teamwork. Personality typing can reveal a lot about who your team members work the most effectively with. You can use this information to construct higher performing teams who love working together. Creating these teams can help eliminate conflict in the workplace. We all know some colleagues just don't get on. MBTI personality typing can help you construct teams that are less likely to have conflicts, as well as better navigate those conflicts by understanding the differing perspectives at play. Though you might think it from the above brief descriptions, personality profiling isn't all positive behaviours. Every personality type has their strengths, but also their weaknesses. We're only human after all. This is good news as it allows companies to let employees play to their strengths, as well as identify and work on their weaknesses through self-reflection. Create Triple Bottom Line Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. WATCH VIDEO

Customer service isn't an unsolved mystery. Follow our five golden rules of customer service to deliver a great customer experience every time. The 5 Golden Rules Of Great Customer Service Are you doing everything you can to help your customers? What else could you be doing? With the summer break looming it’s time for hotels and activities companies to start reviewing whether they are doing everything they can to attract new customers. Published on: 2 Apr 2015 With the summer break looming it’s time for hotels and activities companies to start reviewing whether they are doing everything they can to attract new customers. Elsewhere, at about the same time, retail businesses start thinking about how to make the most of footfall during the summer months. The tourist season is a short one and many businesses are heavily dependent on having a good season to keep their business afloat. However, have you ever had a call that goes like this? “Hello, Complacency Hotel, how can I help you?” “Hello, I would like to check your availability for the 29th February please” “What sort of room are you looking for?” “errr…” “Double, Single, Standard Double, Executive Double or Suite” “Just double thank you” “We have no doubles available for the 29th February” “Oh, ok. Thank you, bye” And the reservation is lost and the booking gets snapped up by Proactive Park Hotel down the road. Following the five golden rules of giving a great customer service experience could have not only saved that particular booking but could have resulted in repeat custom, and maybe even a booking for an executive double or even a suite, increasing that customer’s spend from maybe £300 to several thousand pounds over the course of a few years…and then there’s all the people they might have told about their wonderful stay… The 5 golden rules of customer service 1) Keep it professional Ensure your staff are not distracted by personal conversations or text messages. Limit mobile phones not needed for business purposes to the staff room and personal calls to a minimum. As a consumer there’s nothing more irritating than the till operator or call handler chatting to their sister/friend/boyfriend or even colleague whilst you stand there waiting to be helped. 2) Convey a consistent brand persona Train your customer service teams to project a consistent professional and efficient image. This will increase confidence within your customers and enhance the customer experience.a. Pay attention to how staff answer the phone b. Identify the information they need and ensure that you know where they can get it.c. Review your systems. An ineffective IVR will get rid of your customers faster than you can say ‘can I help you’. 3) Solve issues or concerns quickly. People are usually quite understanding about mistakes and problems occurring but incompetence in the resolution is a lot less forgivable. Find out how they would like the situation to be remedied and deliver it if you can (and if it’s reasonable). If you can’t then see consider how else you can remove any inconvenience that the customer has encountered as a result of the issue. 4) Know your products and services and get your teams trained in closing sales. Better knowledge of products and services means more than just additional money in your coffers. It also means more ways that your staff can help your customers. 5) Treat your customers like individuals. They have interests and personalities, questions and concerns. Addressing them as people and engaging them in conversation can go a long way towards building rapport and getting that sale as well as improving their experience of your business. You can achieve this through learning customer empathy. By this we mean, using techniques to understand the needs and feelings of your customers so you can treat them as the authentic individuals they are. These rules can be applied to any business, not just hotels and restaurants. By obeying the five golden rules of customer service you will find your conversions increase and your reputation improves overnight. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

An operating model is the blueprint for how your business delivers value. It aligns people, processes, and technology to drive efficiency, scalability, and profitability. Learn why a structured operating model is key to maximising business value and creating a self-sustaining, high-performance organisation. What Is an Operating Model? An operating model is the blueprint for how your business delivers value. It aligns people, processes, and technology to drive efficiency, scalability, and profitability. Learn why a structured operating model is key to maximising business value and creating a self-sustaining, high-performance organisation. An operating model is the foundation of how your business functions—it defines the structure, workflows, and systems that enable you to deliver value to customers efficiently and profitably. It’s more than just processes; it aligns people, technology, and strategy to ensure every aspect of your business is working towards a common goal. An operating model defines how a business creates, delivers, and captures value. Why invest in an operating model? Many businesses operate reactively, struggling with inefficiencies, inconsistent performance, and a reliance on key individuals to keep things running. Without a structured model, growth can lead to chaos rather than increased profitability. A well-designed operating model provides: ✅ Clarity & Alignment – Ensures every department and team understands how they contribute to business success. ✅ Efficiency & Scalability – Eliminates bottlenecks, reduces costs, and creates a framework for sustainable growth. ✅ Resilience & Independence – Builds a self-sustaining business that can operate without being reliant on you as the owner. ✅ Maximised Business Value – A structured, high-performance organisation is more attractive to investors and buyers, increasing its overall worth. If you want to optimise operations, increase profitability, and build a business that runs without constant firefighting , an operating model is the key to transforming your company into a scalable, high-value asset . Why businesses should transform their operating model In today’s rapidly changing business environment, businesses need to adapt their operating model to remain competitive and sustainable. Global trends are reshaping industries, requiring businesses to develop new skills, embrace innovation, and rethink how they operate. Adapting to Market Changes Emerging challenges and opportunities are driving the need for a more strategic approach: ✅ Climate Change & Sustainability – Businesses must integrate cross-functional collaboration and sustainable practices to manage environmental impact. ✅ Technological Innovation – Advancements like AI and automation are shifting customer expectations and requiring SMEs to enhance efficiency. ✅ Economic & Social Shifts – Factors such as supply chain disruptions, labour shortages, and shifting regulations demand greater flexibility and resilience . Unlocking Long-Term Value Transforming your operating model isn’t just about navigating disruption—it’s about unlocking growth and profitability . Businesses that proactively refine their structure, streamline processes, and align their operations with strategic goals can see significant benefits: Faster growth and innovation adoption Increased operational efficiency Greater financial performance—up to 20% improvement based on transformation-focused businesses A well-designed operating model ensures that SMEs are not just reacting to change but actively shaping their future, creating a more resilient, high-value business . How an Operating Model Works An operating model connects a company's strategy to its daily operations. While strategy defines why a company exists and its long-term objectives, operations determine how those goals are executed. The operating model serves as a blueprint , outlining what the company does to turn strategy into effective execution. A well-designed operating model consists of these seven key components: 1. Strategic Direction & Goals Start with a clear strategic vision. Engage key stakeholders to define long-term objectives and distil them into a concise strategy statement, such as: “Transition to a data-first model.” “Deliver a seamless customer experience across all touchpoints.” This strategic foundation informs every other element of the operating model. 2. Business Processes & Workflows Businesses depend on structured workflows to operate efficiently. Identify the systems, tools, and methodologies that drive operations, from business platforms to automation. Map out how each process contributes to strategic goals and assess whether improvements are needed. 3. Organisational Structure & People Capabilities An effective operating model requires the right organisational design, roles, and talent to execute the strategy. This includes: Defining team structures, leadership models, and decision-making frameworks. Identifying key skills and capabilities needed for success. Ensuring alignment between roles, responsibilities, and business objectives. A well-structured workforce fosters collaboration, agility, and accountability . 4. Technology & Digital Enablement Technology plays a crucial role in modern business operations. Identify the digital tools, software, and platforms needed to: Enhance collaboration and productivity. Automate processes and improve efficiency. Support data-driven decision-making. A well-integrated technology stack enables scalability and innovation. 5. Culture, Values & Ways of Working A company’s culture influences behaviour, decision-making, and employee engagement. Define and embed: Core values and leadership principles. Ways of working that support innovation and high performance. A work environment that attracts and retains top talent. Aligning culture with strategy strengthens the organisation’s long-term resilience. 6. Finance, Investment & Resource Allocation Financial sustainability is critical for executing the operating model effectively. Establish: A robust budgeting and investment framework. Financial controls and risk management strategies. Funding models that support both growth and operational stability. Strong financial management ensures the business can scale without compromising profitability. 7. Governance, Compliance & Performance Management Governance provides oversight, accountability, and risk management . Develop: Decision-making frameworks and reporting structures. Compliance and regulatory policies. Key performance indicators (KPIs) to measure success. Strong governance enables ethical leadership, operational discipline, and sustainable growth . A high-performing operating model ensures that strategy, processes, people, technology, culture, finance, and governance work in harmony. When these seven components are aligned, businesses can achieve sustainable growth, operational excellence, and long-term success . Why Operating Models Have Had to Change Throughout history, businesses have adapted their operating models in response to shifts in technology, markets, and societal expectations. From the Industrial Revolution to the digital age, companies that successfully navigated these changes thrived, while those that resisted fell behind. The pace of transformation has accelerated, and today, operating models must be more agile, responsive, and value-driven than ever before. The Legacy of Traditional Operating Models For much of the 20th century, operating models were designed for stability and efficiency. Hierarchical structures, rigid workflows, and economies of scale defined success. The rise of mass production, exemplified by Henry Ford’s assembly line, revolutionised manufacturing. In the post-war era, the emergence of global supply chains allowed businesses to optimise costs and expand markets. However, these models assumed predictable conditions—stable supply chains, consistent demand, and long product life cycles. The reality of the 21st century has rendered many of these assumptions obsolete. The Forces Driving Change The Digital Revolution The shift from industrial to digital economies has fundamentally altered how businesses operate. Automation, artificial intelligence, and cloud computing have redefined efficiency, requiring new models built around data, connectivity, and speed. From Cost Efficiency to Value Creation The dominant business models of the late 20th century prioritised lean operations and cost reduction. Today, businesses must balance financial performance with innovation, sustainability, and resilience to remain competitive. Globalisation & Supply Chain Complexity The integration of global markets has increased competition but also exposed vulnerabilities in supply chains. The COVID-19 pandemic, trade disputes, and geopolitical instability have highlighted the need for more flexible and decentralised operating models. The Workforce Transformation The expectations of workers have shifted dramatically. The lifetime employment model has been replaced by demands for flexibility, autonomy, and purpose-driven work. Remote and hybrid work structures, skills-based hiring, and continuous learning are now integral to modern operating models. Sustainability & Regulatory Pressure Environmental, social, and governance (ESG) considerations are no longer optional but central to how businesses operate. Regulatory frameworks, investor expectations, and consumer preferences have forced companies to integrate sustainability into their strategies. The Need for Agility & Resilience Businesses today operate in a state of continuous disruption. Economic shifts, technological breakthroughs, and societal changes require adaptive, modular operating models. Companies that can pivot quickly—leveraging digital tools, data-driven decision-making, and decentralised structures—are more likely to thrive. The Evolution of Operating Models The organisations that succeed in the coming decades will be those that embrace dynamic, value-driven, and human-centred operating models. The ability to integrate technology, empower employees, and align with broader societal needs will define the next generation of high-performing businesses. This is not the first time businesses have had to rethink how they operate, and it will not be the last. However, the key lesson from history remains unchanged—adaptation is not an option; it is a necessity. Operating Model Examples Organisations adopt various operating models to structure their operations, maximise efficiency, and deliver value to customers. An operating model describes how a company organises its resources, processes, and capabilities to execute its business strategy. The operating model is crucial for defining how value is created, delivered, and captured. Below are examples of different operating models, each illustrating a distinct approach to business organisation and service delivery. Direct-to-Consumer (DTC) Operating Model Example : Gymshark Description : The Direct-to-Consumer model focuses on selling products directly to customers, bypassing traditional retail channels. This model allows for greater control over branding, customer relationships, and profit margins. In the case of Gymshark, the company sells fitness apparel directly through its online store, leveraging social media marketing and influencer partnerships. Key capabilities include e-commerce management, customer service, and efficient supply chain operations. Platform Business Operating Model Example : Deliveroo Description : A platform business operating model connects service providers with customers through a digital platform. This model is highly reliant on technology to manage interactions and transactions between users. Deliveroo, for example, connects restaurants with consumers who want food delivered to their doorsteps. The company’s core capabilities include technology development, user experience design, and network management to ensure seamless service delivery. Freemium Operating Model Example : Dropbox Description : The Freemium model offers a basic product or service for free while charging for premium features or upgrades. This approach attracts a large user base quickly, with the potential to convert free users into paying customers. Dropbox operates under this model by offering free cloud storage with options to upgrade for additional space and advanced features. Key capabilities include product development, user engagement, and conversion optimisation. Franchise Operating Model Example : Costa Coffee Description : The franchise operating model involves licensing business operations to independent operators who use the brand name and follow established guidelines. Costa Coffee uses this model to expand rapidly across locations by allowing franchisees to run coffee shops. This model relies on strong brand management, quality control, and franchisee support to maintain consistency across multiple locations. Subscription-Based Operating Model Example : The Financial Times Description : The subscription-based model involves offering products or services for a recurring fee, often providing access to premium content or features. The Financial Times follows this model, offering high-quality journalism on business, politics, and finance in exchange for a monthly subscription fee. Core capabilities for this model include content acquisition, customer retention strategies, and the use of data analytics to understand reader preferences. Lean Production Operating Model Example : Jaguar Land Rover Description : The Lean production operating model focuses on minimising waste, maximising efficiency, and improving the overall quality of products and services. Jaguar Land Rover applies lean principles in its manufacturing processes to optimise resource use, improve production speed, and reduce costs, all while maintaining high product quality. Key capabilities include process improvement, quality control, and supply chain management. Service-Centric Operating Model Example : Bupa Description : A service-centric operating model focuses on delivering specialised services to clients, often relying on human expertise. Bupa, a health insurance and healthcare provider, uses this model to offer services that cater to individual and corporate healthcare needs. The company’s core capabilities include customer service, healthcare expertise, and relationship management, all aimed at providing a superior customer experience. Product-Centric Operating Model Example : Dyson Description : The product-centric operating model places a strong emphasis on designing and producing high-quality, innovative products. Dyson follows this model by focusing on the development of advanced household appliances such as vacuum cleaners and hair care products. Core capabilities include product design, technology integration, and marketing, which allow Dyson to create cutting-edge products that stand out in the market. Marketplace Operating Model Example : eBay Description : A marketplace operating model involves creating a digital platform where third-party sellers can list and sell products directly to customers. eBay UK operates this model, facilitating transactions between individual sellers and buyers. The company’s key capabilities include logistics management, customer service, and ensuring platform scalability to handle millions of transactions. Freight Brokerage Operating Model Example : DPD Description : The freight brokerage model involves acting as an intermediary between shippers and carriers to facilitate the transportation of goods. DPD, a parcel delivery service, uses this model to connect businesses and individuals with appropriate logistics providers for their delivery needs. Key capabilities include freight management, logistics coordination, and contract logistics. The Difference Between a Business Model and an Operating Model When discussing business strategy, two terms often come up: business model and operating model . Though they may sound similar, they refer to distinct aspects of how a company operates and achieves success. Understanding the difference between these two models is key for business leaders aiming to maximise their company’s performance. What is a Business Model? A business model defines how a company creates, delivers, and captures value. It's the overarching framework that explains the company’s approach to generating revenue and sustaining profitability. The business model encompasses everything from the company's target market to its value proposition, the channels it uses to reach customers, and the revenue streams it employs. In simple terms, the business model answers the question: How does the business make money? Example: Apple Apple’s business model is based on creating high-quality, premium-priced consumer electronics such as iPhones, MacBooks, and iPads, alongside a suite of software and services like iCloud and the App Store. Their revenue comes from both the sale of products and ongoing service subscriptions. By combining hardware and software, Apple offers an integrated experience that keeps customers within its ecosystem, creating a strong brand loyalty that translates into recurring revenue streams. What is an Operating Model? On the other hand, the operating model focuses on how a company delivers on the promises made in its business model. It outlines the processes, systems, and resources that are needed to operate the business effectively on a day-to-day basis. This model is concerned with the internal mechanisms that enable the business to function smoothly, whether that be through efficient supply chains, operational workflows, or human resources management. In simple terms, the operating model answers the question: How does the business operate on a practical level? Example: Amazon Amazon’s operating model is based on its world-class logistics and supply chain management. The company’s vast network of warehouses and distribution centres allows it to offer fast and reliable delivery, an essential part of its business model. Amazon’s operational success comes from its relentless focus on efficiency, cost control, and innovation. This enables them to keep prices low and deliver a customer experience that supports their core business model of being a one-stop shop for nearly everything. Key Differences Between a Business Model and an Operating Model Purpose: The business model is about value creation and the company’s overall approach to making money. The operating model is about how a business executes its day-to-day activities to fulfil that strategy. Focus: A business model focuses on external elements, such as customer segments, value propositions, and revenue streams. An operating model focuses on internal elements, such as operating processes, resources, and supply chain management. Scope: The business model has a broader scope and defines the company’s market position and competitive advantage. The operating model has a more tactical focus on the internal systems and processes required to run the business. In summary, while the business model defines what a company does and how it generates value, the operating model defines how the company executes its internal processes to bring that business model to life. Both models are essential to business success, but they operate at different levels. A well-aligned business and operating model can enable a company to not only survive but thrive in a competitive marketplace. For business leaders, understanding the difference between the business and operating models is vital. A strong business model might attract customers, but a well-executed operating model ensures that those customers are satisfied and that the business can efficiently meet demand. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Learn how to deal with difficult customers with our easy step-by-step guide to conflict resolution to will help you meet customer expectations every time. How to Deal With Difficult Customers Learn how to deal with difficult customers with our easy step-by-step guide to conflict resolution to will help you meet customer expectations every time. Published on: 20 May 2021 When was the last time you dealt with a difficult customer? We all know the signs. Short responses, exasperated tone, long pauses and sighs. Difficult customers are an unavoidable part of doing business. Yet even for the most experienced of customer service managers and advisors, difficult customers can be… well — difficult. Businesses are struggling because they’re not meeting customer expectations, whatever those might be. In fact, 54% of customers have higher expectations for customer service now than a year ago. It’s no easy feat, but businesses need to rise to the challenge of customers they deem difficult. We’re of the ever-optimistic opinion that we should all be treating these customers as an opportunity. An opportunity to enhance our customer service phone skills and communication skills, as well as to prove that your business really is the best option for any customer because of your outstanding customer service levels. That’s why in this article we’ll be looking at: Why conflict resolution is a vital customer service skill The service recovery paradox Examples of difficult customers How to deal with difficult customers Why conflict resolution is a vital customer service skill What a world we’d live in if every customer was an absolute dream. In reality though, difficult customers are a part of the job. More than that, 99% of the time, there’s a reason they’re being “difficult”. You just need to get to the bottom of it. These customers are in the minority. In fact 72% of the nation wish they were better at complaining and avoid doing so. So listening to these difficult customers and identifying the underlying issues will help all your customers. You can achieve better resolutions with difficult customers with conflict resolution skills. It’s a vital customer service skill to have because these conflicts are inevitable. No matter how perfect your customer experience, you are bound to have those customers where you failed to meet their expectations due to error or an oversight. You can’t just hang up on these customers or pull down the shutter. At least, we certainly wouldn’t recommend you do that if you want your business to last long! You need to know how to deal with difficult customers to run a functional business. Not only this, but there’s evidence that customers may be more loyal to a business after conflict resolution. This is known as the service recovery paradox. The service recovery paradox It’s a bizarre fact, but customers can be more loyal to your business after experiencing a service failure than they would have been had it never happened. When things go wrong, customer loyalty and retention obviously takes a hit. However, if companies exceed customer expectations in resolving these conflicts, then customers may actually end up being more loyal to the company than they would have been had the customer experience gone smoothly in the first place. This rather paradoxical idea has been proven time and time again to be true, and it’s why service recovery and conflict resolution are so important to businesses. That’s why we say you need to see these customers as an opportunity. An opportunity for your customer service advisors to turn an unhappy customer who may have a negative impact on your business into a loyal, lifelong customer who feels valued thanks to their great customer service skills . That all starts here, by knowing the common types of difficult customers and how to deal with them. Examples of difficult customers (and how to deal with them) Though there’s the occasional outlier, for the most part, difficult customers can be neatly categorised into the following types. We’ll walk you through how to deal with all of them. The impatient customer The impatient customer can be a real challenge. Mostly because their impatience can come across as rude or unnecessary. In reality, chances are this customer is impatient for a reason. This reason could be that they’re running late for something. It could also be that they’ve been left on hold for too long and it’s made them feel exasperated. This is to say, it may or may not be your company’s fault that your customer is impatient. Either way, they are and there’s almost always a plausible, reasonable explanation for their impatience. We’re focusing on reasoning out their impatience because this is the first vital step in knowing how to deal with a difficult customer like this. It makes them human. After all, who wouldn’t be feeling a little impatient from those examples above? From here, how to handle an impatient customer is simple. Acknowledge their feelings and express your understanding. Then be clear, concise and attempt to resolve the issue as efficiently as possible. Being helpful is the most useful tool in your box here, alongside being transparent about any reasons for further delays. Let them know you value their time as much as they do and that you’re invested in resolving the conflict. The indecisive customer The indecisive customer, although often well-intentioned, can be another difficult customer you may not know how to deal with. This customer struggles to pick from several different options, whether that’s products or services. To further complicate things, they may not communicate this to you, they may just dwindle around between options trying to avoid a decision. Failure to understand the indecisive customer can result in customer service advisors being too pushy towards a product the customer doesn’t want and may not like, ultimately resulting in a poor customer service experience. It can also result in an indecisive customer turning into a frustrated customer. Knowing how to deal with indecisive customers all comes down to know the right questions to ask. Their indecision is based on a lack of knowledge about your products or your brand. They may not want to ask further questions, but they may also not even know what questions to ask to help resolve their conflict. Customer service advisors here need to break out the questioning techniques to get to the root of the concerns, as well as actively listen to answers. From here, they can supply customers with the resources and information they need to come to a decision themselves. The angry customer Some customers are flying off the handle by the time you speak to them. We can’t express enough how rare it is for a customer to be doing this without having experienced some seriously bad customer service beforehand. So chances are, while it’s not you at fault, the company is intrinsically linked to the reason they’re so angry. Dealing with angry customers can be difficult because it can feel like nothing you do is resolving the conflict. In fact, some of the time it can feel like everything just seems to be making the situation worse. So here’s how to deal with an upset customer — first and foremost, listen. Active listening will help you increase your empathy, focus on the customer’s needs, reduce miscommunication and ultimately, come up with better resolutions for the customer. As part of this listening, sometimes customers just need to vent. So let them. Once they’ve gotten it off their chest they’re far more likely to be able to move on to figuring out how to resolve their problem with your business. You should also be empathetic. Try and put yourself in your customer’s shoes. Verbalise this understanding to your customer to reassure them you understand their frustration and you’re dedicated to resolving their problem. Then ask them how they’d like to see the issue resolved and figure out whether you can meet that expectation. This will involve taking ownership of the problem and dealing with it as appropriate. This may include chasing up other departments, speaking to managers for authorisation and organising callbacks to update on progress. You should do everything you can if you want a hope of winning this customer back through service recovery. The demanding customer The demanding customer is difficult because of how much time and energy they take up. It’s not necessarily an issue if you had all the time in the world to deal with just that customer, but that’s rarely the case. The reality is, the demanding customer takes up time at the expense of other customers. They may also refuse to listen to advice, even if you’re certain it’s the best advice. For example, if you’re recommending a product you know is the best fit for their needs but they want another. Knowing how to deal with a demanding customer involves patience, and plenty of it! Listen to their concerns and address them with clarity and transparency. All you can do is give your best advice, as well as give them the resources they need to make the decision themselves. The entitled customer Similar to the demanding customer, the entitled customer can be a headache inducing experience. So much so that there are entire forums dedicated to those who have to deal with them! Entitled customers want special treatment. They often have a bad attitude and unrealistic customer experience expectations. They think their behaviour is justifiable because they’re more valuable to you than you are to them. It’s not untrue, but it doesn’t make dealing with entitled customers any easier. It can be tough trying to please entitled customers, but it’s all part of knowing how to deal with difficult customers generally and nothing experienced customer advisors can’t handle. Often you can’t realistically do everything they want, so don’t. Do the next best thing, which is make them feel special. Let them know they’re your top priority, use their name wherever possible, thank them for being a customer and so on. This can go a long way in easing more reasonable behaviour from these customers. The penny-pinching customer Some people were born to haggle and can’t get enough of it. While it’s welcome down on the markets, the reality is in most modern businesses customer service advisors and salespeople don’t have much or any wiggle room when it comes to price. By this we mean, they have little or no autonomy to change the price so haggling with them is a bit futile. Yet still, some customers don’t seem to believe this is the case. The penny-pinching customer wants to haggle on price or get a freebie. Chances are, whatever you offer, they’ll always push for more. How to deal with frugal customers is simple — take money out the equation. Instead of talking price, talk about the benefits of your product or service and the feelings associated with it. You solve a problem, so focus on that instead of the price. The customer that demands a refund Often refunds are totally justified. That’s why refund policies are clearly laid out by companies, and most companies have very reasonable policies that customers can stick to and be happy with. But every now and then, you’ll get a customer who demands a refund who isn’t within the refund window. This can range from fairly reasonable to rather unreasonable. Dealing with customers who want a refund can be tricky because advisors often have to stick to the refund policy. However, for more reasonable circumstances, it’s well worth escalating the issue to get authorisation to give at least a partial refund or credit. The customer who gets some kind of refund will be much happier and much more likely to shop with you in the future than the customer who doesn’t. How to deal with difficult customers: 10 simple tips As you can see from the above examples, knowing how to deal with difficult customers, regardless of the different types of customers, often requires the same key customer service skills and strategies. In summary, follow these 10 simple tips on how to deal with difficult customers for the best results: Don’t take it personally Be empathetic Listen Take ownership Know when to escalate Keep calm Verbalise your understanding Use and share resources Be transparent Remember, they’re only human! Dealing with difficult customers: an opportunity As you can see, there are many key customer service skills you’ll need to know how to deal with difficult customers. While there are challenges with particular types of customers, a company’s ability to excel when it comes to conflict resolution can be a game changer for the customer experience. So ensure your customer service advisors feel empowered and able to deal with difficult customers and aim for outstanding conflict resolutions every time for the best results for your company. We can help with this with our unique telephone service skills training course. Our bespoke training helps empower your staff to deliver the best customer service, regardless of the situation. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Empower staff with sustainable practices, fostering a greener workplace, and aligning with organizational values for a brighter future. Comprehensive Guide: How to write an Effective Employee Sustainability Handbook Effective Employee Sustainability Handbooks are vital tools for fostering a culture of eco-responsibility, aligning staff with green goals, and enhancing environmental and social practices within an organisation. Creating an employee sustainability handbook is a pivotal step for organisations looking to embed sustainable practices into their workplace culture. Sustainability isn't just a buzzword; it's a critical aspect of modern business, and employees play a vital role in achieving an organisation's sustainability goals. This handbook, often considered a cornerstone of a company's sustainability program, serves as a comprehensive guide for employees on how to integrate sustainability into their daily work. In this article, we'll delve into what an employee sustainability handbook should cover to foster a culture of environmental and social responsibility within an organisation. 1. Introduction to Sustainability The handbook should begin with a clear and concise introduction to sustainability, explaining what it means for the organisation and the wider world. This section sets the stage for the entire handbook, outlining why sustainability matters and what role employees play in achieving sustainable goals. 2. Company's Sustainability Goals and Policies Outline the organisation's specific sustainability goals and policies. These might include reducing greenhouse gas emissions, conserving water and energy, reducing waste, or supporting local communities. Clearly state how these goals align with the company's mission and values. 3. Employee Responsibility Define the responsibilities of employees concerning sustainability. This could include their role in conserving resources, reducing waste, promoting eco-friendly products, or participating in community initiatives. Explain how these responsibilities contribute to the overall sustainability of the organisation. 4. Environmental Sustainability a. Energy Conservation: Provide tips and guidelines on how employees can reduce energy consumption in the workplace, such as turning off lights and equipment when not in use or optimising heating and cooling systems. b. Waste Reduction: Explain best practices for reducing waste, including recycling and proper disposal of materials. Encourage employees to minimise single-use plastics and choose eco-friendly alternatives. c. Water Conservation: Offer insights into reducing water usage, such as fixing leaks promptly, using water-efficient appliances, and being mindful of water consumption. d. Transportation: Encourage employees to use eco-friendly commuting options, such as carpooling, biking, or using public transportation. Explain how these choices can reduce the organisation's carbon footprint. 5. Social Sustainability a. Diversity and Inclusion: Emphasise the importance of diversity and inclusion in the workplace. Promote equality, fair treatment, and opportunities for all employees, regardless of their background. b. Community Engagement: Discuss ways employees can engage with their communities, such as volunteering or participating in corporate social responsibility (CSR) activities. c. Ethical Sourcing: Address the significance of ethical sourcing and how employees can support it through their purchasing decisions. d. Health and Well-being: Promote a culture of health and well-being, including mental health support, work-life balance, and wellness initiatives. 6. Sustainable Work Practices a. Paperless Office: Encourage a reduction in paper usage and promote digital document management. b. Sustainable Procurement: Explain the importance of sustainable procurement and how employees can make environmentally responsible choices when purchasing office supplies and equipment. c. Travel: Promote sustainable travel practices, such as telecommuting, video conferencing, and choosing eco-friendly transportation options when necessary. 7. Reporting and Metrics Detail the measurement and reporting processes for tracking sustainability efforts. Explain how employees can contribute data and participate in the company's sustainability reporting. 8. Training and Education Highlight opportunities for employees to learn more about sustainability through workshops, webinars, or online courses. Encourage continuous learning to stay updated on best practices and emerging sustainability trends. 9. Incentives and Recognition Explain any incentive programs or recognition systems in place to reward employees for their sustainability efforts. This could include awards, bonuses, or public acknowledgment of their contributions. 10. Communication and Feedback Outline the communication channels for employees to provide feedback, report concerns, or share sustainability ideas. Encourage open dialogue and a collaborative approach to sustainability. 11. Case Studies and Success Stories Share real-life examples of how employees and teams have made a positive impact on sustainability within the organisation. These case studies can inspire others and provide practical insights. 12. Resources Provide a list of resources and references for employees to access for further information on sustainability, including relevant websites, books, and external organisations. 13. Glossary Include a glossary of sustainability-related terms and acronyms to help employees understand the terminology used in the handbook and in sustainability discussions. 14. Compliance and Consequences Clarify the consequences for non-compliance with sustainability policies and guidelines. Ensure employees are aware of the importance of adhering to these principles and the potential repercussions of not doing so. 15. Revision and Updates Highlight the handbook's living nature, subject to revisions and updates as sustainability practices evolve. Encourage employees to stay informed about any changes. 16. Conclusion Summarise the handbook's key points and reinforce the importance of employee engagement in the organisation's sustainability efforts. Encourage employees to embrace sustainability as part of their daily work and personal lives. Creating an employee sustainability handbook is an essential step towards building a culture of sustainability within an organisation. When employees understand the significance of sustainability, their role in achieving sustainability goals, and the practical steps they can take, they are more likely to become active participants in the organisation's sustainability journey. A well-crafted sustainability handbook provides the foundation for this shared commitment and empowers employees to make a positive impact on their workplace and the world beyond. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Learn how to create a brand strategy workflow that aligns with your organisational goals, enhances operational efficiency, and ensures a consistent and impactful brand experience for customers, employees, and suppliers. How to Build a Brand Strategy Workflow for Consistent and Powerful Branding Discover how a well-structured brand workflow can streamline processes, ensure brand consistency, and create memorable experiences for everyone who interacts with your brand. In today’s competitive marketplace, your brand is more than just a logo or slogan—it’s the heartbeat of your business. A well-defined brand drives customer loyalty, sets you apart from competitors, and communicates your values to the world. But how do you ensure your brand remains consistent across all touchpoints? The answer lies in creating a brand strategy workflow —a structured process that integrates branding into every aspect of your operations. What Is a Brand Workflow? A brand workflow is a holistic system that governs how your brand is represented, experienced, and maintained across all workflows, processes, and interactions within your organisation. It’s not just about your marketing materials or customer service responses—it's about every experience, from how customers engage with your products to how your staff and suppliers interact with your business. This workflow influences how your brand makes anyone feel when they come into contact with it, regardless of who they are—whether they’re a customer, employee, supplier, or partner. It ensures that every touchpoint aligns with your brand’s identity, values, and mission, creating a seamless, consistent brand experience . A well-designed brand workflow encompasses all internal and external processes, including: Customer Experience (CX) : The direct experience customers have with your brand across their journey. Staff Experience : How employees interact with the brand internally, from onboarding to daily operations, reflecting company culture. Supplier and Partner Experience : How external partners perceive your brand through interactions and collaborations. By integrating branding into every workflow and process, a brand workflow creates consistency in both how the brand is delivered and how it’s perceived. When built into a High-Performance Work System (HPWS) , this system ensures that your brand not only drives operational efficiency but also creates meaningful and memorable experiences for everyone who interacts with it. In this post, we’ll explore five critical areas for building a brand strategy workflow that enhances both operational efficiency and the strength of your brand. 1. Align Your Brand Strategy with Organisational Goals Your brand isn’t just about outward appearances; it’s a reflection of your core mission, vision, and values. A successful brand strategy workflow starts by aligning your brand strategy with your business objectives. When branding decisions are closely tied to the overall direction of the company, every piece of content, marketing effort, and customer interaction works toward a shared goal. Steps to achieve this: Develop clear brand guidelines that reflect the company’s values and goals. Integrate branding discussions into strategic planning meetings. Ensure your brand identity supports long-term business growth and adaptability. 2. Streamline Processes for Consistent Branding Inconsistent branding can confuse customers and dilute the impact of your message. A brand strategy workflow ensures that all branding processes are streamlined, with clear systems in place to maintain consistency. From content creation to marketing campaigns, every action should follow a standardised approach to strengthen brand integrity. How to streamline your brand processes: Implement standard operating procedures (SOPs) for creating branded materials. Use templates and design tools that guarantee brand consistency. Set up approval processes to check for alignment with brand guidelines before content goes live. 3. Foster Collaboration Across Teams Your brand is shaped by more than just your marketing team. Sales, customer service, product development, and even HR play a role in representing your brand to the outside world. Building a collaborative brand strategy workflow ensures that everyone understands their role in conveying your brand identity. Ways to promote collaboration: Host cross-departmental meetings to align on brand messaging and campaigns. Create a shared resource hub for all brand-related materials. Encourage open communication and feedback to ensure brand consistency across departments. 4. Implement Continuous Monitoring and Adaptation Branding is not static—it evolves with your market, audience, and industry trends. A high-performance brand strategy workflow incorporates continuous monitoring and adaptation, ensuring that your brand stays relevant and effective. Regularly review performance data, customer feedback, and market conditions to adjust your strategy as needed. Key steps to keep your brand fresh: Set up regular brand audits t o evaluate how well your brand is being represented. Monitor customer sentiment through social listening and surveys. Stay updated on industry trends and competitor activities to inform adjustments to your brand strategy. 5. Deliver a Seamless Customer Experience Ultimately, a well-designed brand strategy workflow ensures that your brand delivers a seamless and memorable experience for customers. Every touchpoint—from your website to customer support—should reflect your brand’s values and promise. When customers consistently interact with a cohesive, authentic brand, they’re more likely to build trust and loyalty. How to enhance the customer experience through branding: Map out the customer journey and identify where your brand can shine. Train employees across all departments to embody your brand values in their interactions. Use feedback loops to understand customer expectations and ensure your brand meets them. Conclusion: Take Control of Your Brand with a High-Performance Brand Strategy Workflow Building a brand strategy workflow isn’t just about managing marketing efforts—it’s about creating a system that aligns your brand with your organisational goals, streamlines processes, fosters collaboration, adapts to change, and ultimately enhances customer experiences. By using a High-Performance Work System (HPWS) , you can take control of your brand, ensuring it consistently delivers value to both your business and your audience. Creating a brand strategy workflow takes the guesswork out of growth, giving you a clear, repeatable process for building a brand that resonates, evolves, and thrives in any market. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Discover how OKRs can bridge the gap between strategic planning and execution, driving alignment, accountability, and measurable results. Bridging the Strategy Execution Gap with OKRs Discover how OKRs can bridge the gap between strategic planning and execution, driving alignment, accountability, and measurable results. The strategy-execution gap is where great business plans often falter. Companies invest significant time and resources in crafting robust strategies, only to find that execution falls short. The question is: how do you ensure that strategic goals don’t just stay on paper but translate into measurable results? The answer lies in a simple yet powerful framework—Objectives and Key Results (OKRs). Understanding the Strategy-Execution Gap The gap between strategy and execution often emerges from: Lack of Clarity: Teams aren't clear on how their work aligns with overarching business goals. Poor Communication: Strategic priorities get lost in translation as they cascade through layers of management. Ineffective Measurement: Without clear metrics, it's hard to track progress and make timely adjustments. How OKRs Bridge the Gap OKRs create a direct line of sight between high-level strategy and daily operations. Here’s how they work: Setting Clear Objectives: Objectives define what you want to achieve. They are qualitative, inspiring, and aligned with the company’s strategic priorities. Defining Measurable Key Results: Key Results are specific, time-bound, and measurable. They answer the question: "How will we know we've achieved the objective?" Encouraging Alignment: OKRs are transparent across the organisation. This visibility ensures that teams and individuals understand how their work contributes to the bigger picture. Promoting Accountability: Regular check-ins, reviews, and updates on OKRs promote ownership and continuous progress. Implementing OKRs Effectively To bridge the strategy-execution gap with OKRs: Start from the Top: Leadership should define company-wide OKRs that reflect strategic goals. Cascade, Don’t Dictate: Allow departments and teams to create their own OKRs that support the company’s objectives. Keep It Simple: Focus on a few key priorities to avoid dilution of efforts. Review Regularly: Frequent check-ins help teams stay on track and adapt to changes. The Bottom Line OKRs are not just a goal-setting tool; they're a strategic alignment framework. They bridge the gap between ambition and action, ensuring that every team member moves in the same direction with clarity and purpose. By adopting OKRs, businesses can take the guesswork out of execution and turn strategic visions into tangible outcomes. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Critical Thinking Skills Critical Thinking assessment People who score well in Critical Thinking also rate well in analysis and problem-solving skills. Weakness in our judgment increases the risk of poor decisions leading to poor performance. When we understand our potential limitations and blind spots, we can account for them and make more balanced, thoughtful and conscious decisions. The assessment measures three core thinking dimensions: Intuitive, Practical and Conceptual. Critical Thinking patterns Intuitive Thinking: The ability to understand and appreciate others in different situations. Practical Thinking: The ability to understand and compare the functional worth of things, situations or events. Conceptual Thinking: The ability to understand the need for order, structure and big picture thinking. Improve your inductive reasoning Inductive reasoning is something we do every day. Inductive reasoning or inductive logic creates a causal link between a premise and a hypothesis. With inductive reasoning you draw a general conclusion from a set of observations. It can be thought of as bottom-up reasoning as you create an answer from a set of observations. For example, “My bus is always late, therefore all buses must be late”. You could say that is very poor inductive reasoning, but that’s the point. Improving your inductive reasoning is about recognising and improving the way we collect, assess information and then draw conclusions from that. Improve your deductive reasoning Deductive reasoning takes a more logical approach to decision-making, it’s about making logical, sound conclusions. The conclusion, the decision, is seen to be the only obvious answer as a self-evident truth. It uses several facts and creates the logical conclusion from that. A syllogism, in logic, is valid deductive reasoning having at least two premises and a conclusion. Effective critical thinking skills benefits It helps to build stronger, more resilient businesses, families, communities, and society by helping to manage the ever-increasing rate of change in the world today. It helps you to think outside the box and solve problems in creative and innovative ways Improved, more reasoned decision-making, making better choices. You become a more reasoned and balanced problem solver It helps you to decide what to believe and what to do, to form your own opinions on a subject, to develop your own personal ethics It applies to life and business in any field. It improves your ability to understand difficult concepts and relay those back to others Improve your comprehension skills in both conversation and reading Evaluate an argument's validity and its potential consequences. Allows you to arrive at more reasoned, decisive and appropriate actions. Improve the quality of your own work. It can help you to be more curious and creative. Improves your problem-solving abilities. It helps to create independence. It’s a life skill. It helps you to evaluate yourself, not just others. You can be happier by being clearer on how you think and why, you can know yourself better and so focus on your strengths and address your weaknesses and so it improves relationships too. It builds empathy with other points of view and so it helps to build improved teamwork and leadership skills Improves your communication skills by developing a more in depth and wider view of a problem, so you can present your arguments and reasoning more clearly Create Triple Bottom Line Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. WATCH VIDEO

Agile principles for business prioritise customer satisfaction, adaptability, collaboration, and continuous improvement. They encourage results-focused, sustainable practices, employee empowerment, and innovation. The 12 Agile Principles for Business: Driving Success in a Dynamic World Agile principles for business prioritise customer satisfaction, adaptability, collaboration, and continuous improvement. They encourage results-focused, sustainable practices, employee empowerment, and innovation. Embracing simplicity, self-organising teams, and effective communication are essential to navigating today's dynamic business environment successfully. Agile principles, initially developed for software development, have transcended their origins and become invaluable guidelines for businesses operating in today's fast-paced, ever-changing environment. These principles provide a framework for organisations to adapt, innovate, and thrive in the face of uncertainty and complexity. In this article, we will delve into the 12 Agile Principles and explore their application to the world of business. 1. Customer Satisfaction through Continuous Value Delivery In the business context, satisfying customers remains paramount. Businesses must continuously deliver value to their customers, just as agile development teams do with working software. This principle compels companies to focus on meeting customer needs and preferences, ensuring that every product or service offered aligns with customer expectations. 2. Embracing Change for Competitive Advantage The second principle encourages businesses to be adaptable and responsive to change. In today's dynamic marketplace, change is inevitable. Agile businesses anticipate and embrace change rather than resisting it. This proactive approach allows them to pivot swiftly, seize new opportunities, and maintain a competitive edge. 3. Frequent Deliveries of Business Value Similar to delivering working software in agile development, businesses should aim to deliver tangible business value frequently. This principle emphasises the importance of breaking down large projects or initiatives into smaller, manageable components that can be executed and measured more effectively. Frequent deliveries enable businesses to assess progress, gather feedback, and make necessary adjustments swiftly. 4. Collaboration Across All Business Functions Effective collaboration is crucial for success in the business world. The agile principle of collaboration between business stakeholders and developers translates into collaboration among all business functions. Cross-functional teams work together to drive innovation, address challenges, and align the organisation's efforts with its strategic goals. 5. Empowering and Supporting Employees Motivated employees are essential assets to any business. This principle emphasises the importance of creating a supportive work environment that empowers employees. Businesses should provide the tools, resources, and encouragement necessary for employees to excel, innovate, and contribute to the organisation's success. 6. Face-to-Face Communication for Better Results While digital communication tools are indispensable, face-to-face interactions remain powerful in the business world. This principle highlights the value of direct, in-person communication for building relationships, resolving issues, and fostering a shared sense of purpose among team members and stakeholders. 7. Results as the Primary Measure of Progress In the business realm, results speak louder than plans or intentions. Agile businesses prioritise outcomes over processes. This principle encourages organisations to measure their progress based on concrete results such as revenue growth, customer satisfaction, and market share. Regularly evaluating results helps businesses stay on course and make data-driven decisions. 8. Sustainable Business Practices for Long-Term Success Sustainability is not limited to environmental concerns; it extends to business practices as well. Agile businesses strive for sustainability by maintaining a balanced pace of growth and ensuring that their operations can endure over the long term. Sustainable practices reduce the risk of burnout, financial instability, and other challenges that can threaten an organisation's viability. 9. Continuous Focus on Excellence and Innovation Businesses, like agile development teams, should prioritise excellence and innovation in all aspects of their operations. This principle underscores the importance of ongoing improvement, technical proficiency, and creative problem-solving. By continuously striving for excellence and embracing innovation, businesses can stay ahead in competitive markets. 10. Simplicity in Business Processes The principle of simplicity encourages businesses to find straightforward solutions to complex problems. By minimising unnecessary complexity in processes, products, and services, organisations can enhance efficiency, reduce costs, and improve the customer experience. Simplicity is a powerful tool for achieving business success. 11. Empowering Self-Organising Teams In agile businesses, self-organising teams take the lead in making important decisions. Similarly, businesses can benefit from empowering teams and individuals to take ownership of their work. This approach fosters a culture of accountability, creativity, and adaptability, enabling organisations to navigate challenges effectively. 12. Reflecting and Adapting for Ongoing Improvement Reflection and adaptation are vital for business growth. This final principle encourages businesses to regularly assess their strategies, processes, and outcomes. By reflecting on past experiences and being open to change, organisations can refine their approaches, make necessary adjustments, and continually improve their performance. In conclusion, the 12 Agile Principles provide a powerful framework for businesses seeking to thrive in today's dynamic and competitive landscape. By applying these principles to their operations, organisations can prioritise customer satisfaction, embrace change, and foster a culture of collaboration, innovation, and excellence. As businesses navigate the challenges and opportunities of the modern world, the agile principles serve as a roadmap to success. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

A business improvement framework helps create continuous business improvement as well as business transformation. Learn more about how and why. What Is A Business Improvement Framework? A Business Improvement Framework creates continuous business improvement with business transformation if needed. Published on: 15 Oct 2020 A Business Improvement Framework creates continuous business improvement with business transformation if needed. A business improvement framework creates a way of thinking, a mindset and a culture that delivers improved business performance. It could be thought of as a communications platform encompassing the necessary tools, roles, processes, metrics, feedback systems and technology to create continuous business performance improvement. It creates an environment for effective decision making. The most common framework is ISO 9001 . What are the benefits of using a Business Improvement Framework? The first benefit that a Business Improvement Framework brings is the improved coordination and deployment of the factors of production; land, labour, enterprise and capital. This results in: Improved operational performance Enhanced customer focus Process improvement Improved decision making Improved partner relationships Enhanced business culture The secondary benefits that come from that are: Increased profitability Greater competitive advantage Lower costs Enhanced employee engagement. Increased innovation There is a focus on process improvement with most Business Improvement Frameworks, bt the T-5 Business Improvement Framework puts people and behaviours first, to drive the process improvement needed for sustained growth and increased competitive advantage. The T-5 framework identifies issues and risks and quickly addresses them so every aspect of the business is improved at the right time and in the right way. The TAW Business Improvement Framework includes the following activities: Ensuring management is not only focused on the customers’ needs and finance but transformation too Assessment of the culture for continuous improvement so it is ready to adopt and transform not stick with past successes. Creating a culture where change and evolution become business as normal. A review of the technology being used Consistent communication and messaging Getting everybody involved for an end to end, enterprise-wide programme. Establish critical paths to service delivery that may be impacted Business improvement is about continuous improvement. The most well-known Business Improvement Framework is ISO 9001 . This standard, used by millions of mainly big businesses worldwide, is focused on creating a Quality Management System (QMS). Jeffrey Liker in his book The Toyota Way outlined 14 management principles that made Toyota the number one car manufacture. Decisions are taken for the long term growth of the company Think end-to-end for business performance improvement Be lead by market demand Be smart about work allocation by not overloading people Create an open, inclusive, safe place for people to work where mistakes, issues are seen as opportunities to learn Minimise the admin and repetitive tasks to save time and make the work more rewarding Communicate visually in person, with charts, graphs or symbols Only use technology to improve the business that has shown to deliver results Allow staff to grow within the company allowing them to develop themselves Have a clear vision and mission that is shared by everybody for a common set of values and behaviours Think of suppliers and partners as all part of your company helping them improve too Manage the business from the bottom-up Decide slow, but act fast ensuring everybody is on board with the decision Be a learning organisation; continuous reflection and improvement Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Telephone Skills Training Improve sales and service productivity and the value of every call you take with our telephone skills training course and coaching. Learning Overview With improved behaviours, telephone skills and awareness, sales and service agents, receptionists and front desk staff can expect to become more confident in how to manage customer interactions on the phone. They will learn best practice techniques for handling a myriad of different and difficult real world sales and service situations leading to improved outcomes for both themselves, the callers and your business Learning Benefits Our behaviours first approach to training means that learners leave feeling empowered to better manage not just interactions on the phone, but in many other situations at work too. As we improve our communication skills, we also gain other benefits such as improving how we work in teams, lead and manage others. Learning Audience This course is for helpdesk and office staff, receptionists, frontline staff, sales and service agents and call centre staff who want to develop professional call handling skills, telephone etiquette and telephone manners that improve the effectiveness of their call handling and communications skills. It's also for sales, marketing and call centre directors and business owners looking to improve the communication skills of their frontline sales and service staff. Course Content Module One: The foundations for success Before we engage the prospect or customer we need to be prepared, ready and certain of what we want to happen. Learn the importance of effective call control skills Understand the caller’s real need, be the authority and guide the caller Effectivey manage the call direction, journey, and conclusion Manage call silences, pauses and call flow Learn the new sales and service mindset Learn how to be less transactional and more relational on every call Create a more holistic mindset to sales and service Create lasting, positive sales and service experiences Learn time management for handling phone calls Improve how you prioritise each call Learn essential listening skills to avoid errors and repeats Manage your pre and post call time more effectively Module Two: Call Answering and Control Skills With a plan, the right mindset, some best practices and your unique offer, we can engage with the prospect or customer with confidence and a clear goal. Learn effective professional call answering skills Discover the one thing you can do to improve every call outcome Find out the right and wrong way to approach call answering Learn the most effective way to answer a call that 90% of businesses just don’t do Learn how to own the call and control each call stage Understand this most important part of call handling See how language can change the way the call progresses Develop deep listening skills and expectation management Learn how to technically manage the call Learn the right and wrong way to transfer calls and put calls on hold Understand how to adjust the call pace Learn how to manage complaints and difficult callers with ease Module Three: Closing the call Learn how to effectively prepare for the call close Understand the real value of the call close Learn how to avoid common call close mistakes Learn the key call close stages Learn what not to do during the call close Know where you are in the call close Learn when not to close Understand how to gauge how effective your call close was Learn what to do after the call close Understand when the call is actually closed Learn key call close time management skills Review call close next steps Module Four: Applying these skills more widely Learn how to apply these skills in business and life Apply these skills face to face Building stronger relationships Improving the brand and reputation Create Triple Bottom Line Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. GET STARTED

Improved business agility can help you achieve balance, flexibility and new opportunities for your business in an ever-changing market. Use a Business Agility Assessment To Improve Productivity Improved business agility allows you to achieve flexibility, balance and coordination so that you can identify opportunities as a leader in a changing market. Productivity is the engine of your business. Gain the power to adapt rapidly and efficiently to changes in the market and get ahead in today’s increasingly dynamic business environment. Superior business agility enables you to develop your processes, systems, products and services in line with the current business environment to optimise your overall performance and profitability. Improved business agility enables you to adapt rapidly and cost-effectively in response to changing consumer demands and emerging market trends. An agile approach to your business will help you to adapt and maximise your assets and human resources according to the evolving demands of your sector. Why Use a Business Agility Assessment? A Business Agility Assessment is a strategic imperative for modern businesses. In an era of rapid change and unpredictability, it provides several compelling reasons for adoption: Adaptation to Change : It equips businesses with the tools to swiftly adapt to market shifts, technological advancements, and unforeseen disruptions, ensuring resilience and continuity. Efficiency and Cost Reduction : By identifying operational bottlenecks and inefficiencies, it streamlines processes, optimises resource allocation, and reduces operational costs, directly impacting the bottom line. Competitive Edge : The insights gained enable businesses to stay ahead of competitors, innovate proactively, and seize emerging opportunities in the marketplace. Talent Retention : It helps in creating a culture of learning and adaptability, enhancing employee engagement, and reducing turnover. Customer-Centricity : By fostering agility, organisations can better meet evolving customer demands, enhancing satisfaction and loyalty. Strategic Decision-Making : It provides data-driven insights that enable informed decision-making, aligning strategies with market dynamics. Resilience : It builds organisational resilience, ensuring the ability to weather crises and emerge stronger. Sustainability : By optimising operations, it contributes to sustainability goals by reducing waste and resource consumption. Regulatory Compliance : It assists in staying compliant with evolving regulations through adaptable processes. A Business Agility Assessment is a cornerstone for businesses seeking long-term viability, growth, and the ability to thrive in an ever-changing business landscape. It's an investment in agility, innovation, and competitive advantage. Business Agility Introduction In the dynamic landscape of contemporary organisations, the imperative for all industries is unequivocal: the imperative to not only amass and act upon information but to do so with alacrity, rendering decisions swiftly and implementing change deftly to keep pace with the relentless evolution of customer demands and the capricious contours of the business environment. This indispensable capacity is commonly christened as "agility." At the very core of the REM5 philosophy lies the bedrock upon which agility thrives. Agility, however, isn't merely a buzzword; it's an ethos, an art, and a science. It embodies the proactive quest for novel insights and the wholehearted embrace of unceasing transformation, all within the framework of collaborative synergy that shuns the shackles of resistance, bias, or ill-will. Yet, like any grand endeavour, the path to organisational agility is fraught with potential impediments. The labyrinthine corridors of bureaucracy, which lumberingly hinder processes, the intricate web of internal politics that extends the timeline of decision-making, the silos that cloak the origins of predicaments and foster an aura of proprietary control, and the chasm of trust deficiency that renders effective communication a Herculean task—these are but a sampling of the formidable barriers that beset the journey. In this intricate ballet of modern business, mastery of agility is not a discretionary pursuit; it's a necessity. As we delve deeper into the very essence of agility, we embark on a quest to decipher the strategies and solutions that can surmount these formidable barricades, ushering in an era of heightened organisational responsiveness and nimbleness. For, in the pages that follow, we shall unveil the intricate tapestry of agility, exploring the means by which organisations can transcend these challenges and ascend to new heights of adaptability and success. There are many things that can inhibit an organisation’s ability to be agile: bureaucracy that slows down processes, internal politics that prolong decision-making, silos that obfuscate the root causes of problems and ownership of solutions, and a lack of trust that makes communication difficult, to name just a few. When these barriers to agility exist, the fix isn’t simple, but neither is it insurmountable. What is an Agile Organisation? In the ever-evolving landscape of modern business, the clarion call for agility resounds louder than ever. Yet, achieving true agility isn't merely a matter of employing cutting-edge tools and streamlined processes, although these are indispensable components of the equation. At its core, it's a symphony orchestrated by the harmony of technology's capabilities and the resonant chords of precise data. Organisations on the path to agility must be proactive in their quest. It's about posing not just any questions but the right ones, about casting a wide net to gather, generously sharing, and methodically scrutinising information – the very heartbeat that quickens the pace of change. However, a stark truth emerges: no amount of data, no matter how vast, can serve as a magic wand to bestow agility if there exists no genuine desire to heed its insights. It's here that the interplay of confidence and courage assumes centre stage. The reluctance to listen often stems from a dearth of self-assuredness. Thus, the journey to agility necessitates more than just brilliant minds and pristine data sets. It calls for a dynamic fusion of resilience, social acumen, and an unwavering capacity for action. These elements must harmoniously coalesce around a crystalline organisational purpose, the magnetic force guiding every endeavour. In the pages that follow, we will embark on a voyage to unearth the essence of agility. It's not a destination but a dynamic state of being. It's about more than numbers; it's about the art of truly listening to the whispers of data and the cadence of an organisation's soul. It's about the fusion of human intellect, technological prowess, and an unyielding sense of purpose that forges the bedrock upon which agility is built. Join us as we explore this transformative journey, where the future belongs to those who can master the art of becoming agile. Purpose First In agile organisations, the expectation is to operate within an environment where the future course isn't etched in stone; it's a tacit understanding that new information might necessitate course corrections at any given moment. A customer-centric mission serves as the guiding compass, enabling employees to navigate toward their ultimate objectives, even when the journey takes unforeseen twists and turns. A resolute dedication to delivering value to the customer serves as the true north for every member of the organisation and bolsters agility in numerous way. Change is Vital to Business Agility Improved business agility allows you to achieve optimal flexibility, balance, adaptability and coordination so that you can identify opportunities and reposition your company as a leader in the changing market. This will, in turn allows you to take advantage of maximised productivity. By harnessing the power of visitor value, the often unpredictable business environment can now be seen as an asset, providing much scope for converting your most valuable visitors. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started