Tag: Chelmsford

High Hopes

I just rattled off a friendly email to a fellow coach, and as I’m a bit of a fusspot about grammar, spelling etc., I naturally proofread it before hitting ‘send’. Imagine my dismay when I counted – in a very

Share
Tagged with: , , , , , , , , , , ,

“I don’t hug trees and I don’t knit my own yogurt…”

How does coaching fit in to the development strategy in your organisation? Perceptions of coaching (and coaches) vary greatly, and that’s hardly surprising. There are some excellent professional bodies out there laying down rigorous standards and CPD (continuous professional development)

Share
Tagged with: , , , , , , , , , , ,

The Law of Harvest

September means lots of things: going back to school, nights drawing in, the start of that hurtle towards Christmas. It’s also harvesting time, which has been very much in evidence in my rural community. It got me thinking… if we’re

Share
Tagged with: , , , , , , , , , , , ,

Watch out for our new branding!

Great excitement here at Winnthinking as we put the final touches to our new-look branding and upgraded website! It will all add up to a clearer message about how we help our customers achieve more of what they want, and

Share
Tagged with: , , , , , , , , ,

We’re all in this together

As I work with organisations up and down the UK on their customer service delivery, I get very used to hearing one particular comment. Here it is: “I would love to promise my customers what they want (a response, a

Share
Tagged with: , , , , , , , , , , , , , ,

Firestarters (or things that wind up your customers)

“I’m a Firestarter…twisted Firestarter (whoooooooo!) HEY! HEY! HEY!” Firestarters. It’s the name I give to those gestures, sounds and phrases that can turn a perfectly reasonable customer conversation into a raging torrent of accusations, or a slamming down of the

Share
Tagged with: , , , , , , , , , , , , , ,

Whether the weather be fine…

Whether the weather be fine Or whether the weather be not Whether the weather be cold Or whether the weather be hot We’ll weather the weather, whatever the weather, Whether we like it or not!   This catchy little poem

Share
Tagged with: , , , , , , , , , , , , ,

How changing your jacket can help you deal with difficult customers

One of the subjects I am most often asked to train out is how to handle difficult people – particularly customers who are angry or upset. There are lots of ways our customers can make themselves a challenge, and sometimes

Share
Tagged with: , , , , , , , , , , , , , , ,

The Customer Service Magic Ingredient

If you were to ask most customers what they’re looking for in a transaction, they will probably tell you they want the right product or service, at the right price, delivered at the right time and to the right quality.

Share
Tagged with: , , , , , , , , , , ,

“We Never Sell a Stale Cake”

Think about that for a moment.   This, a coaching colleague tells me, is the actual advertising slogan used by her local bakery, deep in darkest Nottinghamshire. I have looked at their website and it all looks just delectable –

Share
Tagged with: , , , , , , , , , , , ,

Putting a spout on it

When my now grown up son was about four years old, we had those magnetic letters on the ‘fridge and used them to play simple spelling games with him. So, he would read out a word like ‘hat’, and then

Share
Tagged with: , , , , , , , , , , , ,

Clarity4D profiling now available from Winnthinking

Clarity4D is a powerful profiling tool, ideal for individuals who want to understand their own strengths and development points better. It is also for organisations who want more insight into what makes their people ‘tick’ and how to bring about

Share
Tagged with: , , , , , , , , , , ,

Fifty is the New Twelve

Something strange is happening to me this weekend. I’m going to become a fifty year old. I’ve never been one of those before, so it will be an interesting experience. Happily this momentous occasion will be shared with a number

Share
Tagged with: , , , , , , , , , , ,

Guerrilla Gardening for Managers

Did you know that 1st May is International Sunflower Guerrilla Gardening Day? It’s ‘an annual event of optimistic seed growing’. If you want to find out more, go take a look at www.guerrillagardening.org – or better still, grab that trowel

Share
Tagged with: , , , , , , , , , , , , , , ,

“Hanging on in quiet desperation is the English way…”

Hard to believe that Pink Floyd’s ‘Dark Side of the Moon’ has just turned 40 years old. It’s one of those albums that seems always to have been there for me – first heard on LP through my brother’s bedroom

Share
Tagged with: , , , , , , , , , , , , , ,

The Forgotten Middle

I want to put in a word for the forgotten Middle. Everywhere I look, in the professional journals, online forums and on the business bookshelves, there’s heaps of opinion and commentary about Leadership; who our great leaders are, the qualities

Share
Tagged with: , , , , , , , , , , , , , , , ,

Why the Gift of the Gab is not always a winner in sales

A best-seller for me at the moment is sales training. That’s certainly a sign of the times, when businesses are pushing harder and harder for every scrap of custom they can get in a marketplace where people are really only

Share
Tagged with: , , , , , , , , , , , , , , , , , , , , ,

Listen up, Greater Anglia!

Yesterday I had a day out in London with a good friend of mine. It should be a simple enough train journey home (I live 45 minutes away from London on the mainline), but as anyone who goes into London

Share
Tagged with: , , , , , , , , , , , , , , , , ,

In which Winnie-the-Pooh Introduces the Value of Coaching

“Here is Edward Bear, coming downstairs now, bump, bump, bump, on the back of his head, behind Christopher Robin. It is, as far as he knows, the only way of coming downstairs, but sometimes he feels that there really is

Share
Tagged with: , , , , , , , , , , ,

Celebrating the International Day for People with Disabilities on December 1

Winnthinking Ltd is proud to be a sponsor of Dancing Giraffe CIC (www.dancinggiraffe.com), an Essex based organisation that supports people with disabilities and their care network in Essex and beyond. 2012 marks the 20th anniversary of the International Day for

Share
Tagged with: , , , , , ,

Top Tips for Taming Email

As a coach it seems that increasingly I am working with people who are fighting a malignant force in their place of work. You may well recognise it. It’s…email. Yes, email. It’s a blessing and a curse. On the one

Share
Tagged with: , , , , , , , , , , , , , ,

Designing and Delivering Training that Sticks

If you attend training regularly you may have found that some sessions are forgotten almost the minute you step out of the door. Others will have you so crackling with new ideas and insights that you are still returning mentally

Share
Tagged with: , , , , , , , , , , , ,

“If you can’t measure it, you can’t manage it.”

It’s a well known and well respected quotation from the eminent management expert, Peter Drucker. I use it all the time when working with organisations looking to improve their service delivery or the effectiveness of their managers, and there won’t

Share
Tagged with: , , , , , , , , , , , , , , ,

Cockle-Warming Customer Service in Cold Hard Times

Customer service is a funny thing. We all know when we’ve received a poor version of it, and indeed, when that happens, we tend to go away and tell everyone we know all about it. Oh, and lots of strangers

Share
Tagged with: , , , , , , , , , , ,

Coaching Skills for Line Managers

Every manager wants to get the best performance out of their team members, but some seem to bring about better results than others. What’s their secret? Once you have sound coaching and feedback skills, you’ll wonder how you ever managed

Share
Tagged with: , , , , , , , , , ,

Help! The bounce has gone from my bungee!

This morning it is the morning after the night before. Or rather, it’s the beginning of the autumn after the summer before. Yesterday was the Olympic and Paralympic Athletes’ Parade in London, and I also woke up to the news

Share
Tagged with: , , , , , , , , , ,

“Being English I crave disappointment…” (Bill Bailey)

Go on, if you’re English, admit it. You know exactly what he means. We could even widen it out to the rest of the UK, I reckon… self-deprecation and false modesty are peculiarly British traits and Bill Bailey nailed it

Share
Tagged with: , , , , , , , , , , , , , , , ,

Business Coaching is for Winners

Who do you think is most likely to use the services of a business coach? Would you? Watching London 2012, from the comfort of my sofa, it’s crystal clear how integral coaching is to the success of our athletes. Tribute

Share
Tagged with: , , , , , , , , , , ,

Customer Service Room 101

Customer service is a funny thing. We all know when we’ve received a poor version of it, and we tend to tell everyone we know about it too, including lots of strangers in cyberspace as well as our family, colleagues

Share
Tagged with: , , , , , , , , , , , , , ,

Find Your Inner Creative Thinker

“You cannot look in a new direction by looking harder in the same direction.” (Edward de Bono, father of lateral thinking). At a time when every penny has to go further and knotty problems and projects require increasingly imaginative solutions,

Share
Tagged with: , , , , , , , , , ,

No time to train your customer service staff? Try this…

It’s the age-old problem for phone based customer service teams… they’re missing their targets, but you can’t take the team out for training because your customers are going to keep on calling in and the phones need answering. Here’s the

Share
Tagged with: , , , , , , , , , ,

Even more Springboard for your money this autumn!

“A must-do event, enlightening for women everywhere of all ages, at any stage in their personal and professional life.” I have received considerable interest in the Springboard Women’s Development Programme I am running this autumn in Chelmsford, Essex. Thank you

Share
Tagged with: , , , , , ,

NEW! Springboard Women’s Development Programme in Essex, Autumn 2012

I am very excited to announce that Winnthinking is bringing Springboard to Chelmsford, Essex this autumn! Springboard is often only available to women lucky enough to have an employer who organises a delivery in-house, so don’t let this rare opportunity

Share
Tagged with: , , , , , , , ,