My friend Janardhanan Kannan (JK) from Bangalore asked me if he can post this on my Simplicity Blog and as always it is a great pleasure for me to do that.
What is Simplicity??......................in simple words .... by JK
Peace is Simplicity.Happiness is Simplicity. Simplicity is beauty.Loving and Caring is Simplicity
Choose a day as your "Day of Simplicity."
Speak little, and listen with attention.......i.e simplicity
Do something incognito and nice for a person you are close to. i.e.simplicity.
Eat simple and natural food. i.e simplicity
Create time periods for not doing anything – just walk, look around, live the moment........simply....i.e simplicity
Have your mind open to a more profound and silent sensitivity.i.e simplicity
Appreciate each scene and each person as they are. In the evening, write down your discoveries.
Observe the state of your mind. i.e.simplicity
Simplify your needs and wants and thereby simplify your living.i.e. simplicity.
And be a part of "Simplicity blog" of my friend Trevor Gay and continue to associate with the Blog.
Sunday, October 02, 2011
Friday, July 15, 2011
Customer Service alive and well
Just when I think exceptional customer service (ECS) is dead from the neck upwards – despite the fact I teach it – I am sometimes positively impressed by fabulous, though small, practical examples of ECS shown by front line staff working on their own initiative.
Yesterday I drove my car into Nationwide Tyres in Coventry because I had a flat tyre. I’d managed to get enough air in the tyre to drive to my local Nationwide Tyres about a mile from home.
The young tyre fitter who dealt with my enquiry removed the offending wheel and spent around 20 minutes trying to find the air leak. Despite his best efforts he failed to find any problem with the tyre. So he inflated the tyre to 32 psi and said I could go back later in the day and he would check it just to discover whether or not there was a puncture. I dutifully arrived back at Nationwide Tyres some 5 hours later and he tested the pressure finding it had not reduced. Whilst at it he looked and tested all four tyres.
All in all he probably spent 45 minutes on my problem in my two visits.
I asked him how much I owed him, expecting a minimum charge of maybe £30. The young man shrugged and said;
‘It’s ok mate – I’ve done nothing’
I happily gave him £10 and told him to get himself a drink.
“I’ve done nothing” … And yet he did an awful lot for his own reputation and for the reputation of his company.
How amazing it is that people at the front line know so much more about real customer care than managers far removed from the front line.
This tyre fitter made a positive impression on me and I now have a positive impression of his company. I firmly believe it was intuitive and not taught – he was just good at looking after his customer.
Yesterday I drove my car into Nationwide Tyres in Coventry because I had a flat tyre. I’d managed to get enough air in the tyre to drive to my local Nationwide Tyres about a mile from home.
The young tyre fitter who dealt with my enquiry removed the offending wheel and spent around 20 minutes trying to find the air leak. Despite his best efforts he failed to find any problem with the tyre. So he inflated the tyre to 32 psi and said I could go back later in the day and he would check it just to discover whether or not there was a puncture. I dutifully arrived back at Nationwide Tyres some 5 hours later and he tested the pressure finding it had not reduced. Whilst at it he looked and tested all four tyres.
All in all he probably spent 45 minutes on my problem in my two visits.
I asked him how much I owed him, expecting a minimum charge of maybe £30. The young man shrugged and said;
‘It’s ok mate – I’ve done nothing’
I happily gave him £10 and told him to get himself a drink.
“I’ve done nothing” … And yet he did an awful lot for his own reputation and for the reputation of his company.
How amazing it is that people at the front line know so much more about real customer care than managers far removed from the front line.
This tyre fitter made a positive impression on me and I now have a positive impression of his company. I firmly believe it was intuitive and not taught – he was just good at looking after his customer.
Wednesday, June 01, 2011
School of Couriosity!
Take a look at the new School of Curiosity Blog of my friend and Social Entrepreneur Malcolm McClean.
Malcolm makes things happen rather than waiting for things to come his way.
He has loads of creative ideas about work and innovation and all are rooted in common sense, pragmatism and simplicity.
I have a feeling Malcolm’s new blog will be as successful as his Bearhunt project and his Its a Goal project
Watch out for Malcolm’s name and get in touch with him if you want to change things and be part of projects aimed at improving people’s lives.
Good luck Malcolm and keep rattling cages!
Malcolm makes things happen rather than waiting for things to come his way.
He has loads of creative ideas about work and innovation and all are rooted in common sense, pragmatism and simplicity.
I have a feeling Malcolm’s new blog will be as successful as his Bearhunt project and his Its a Goal project
Watch out for Malcolm’s name and get in touch with him if you want to change things and be part of projects aimed at improving people’s lives.
Good luck Malcolm and keep rattling cages!
Sunday, May 15, 2011
Title number 19 .... United are the greatest!
It was so popular they’ve created a special motorway sign on the M6 to commemorate the occasion!
Eat your heart out Liverpool FC
Happy Days!
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