Winnthinks

Winnthinks

Welcome to the Winnthinking blog, where you will find food for thought, tips, comment and the occasional guest posting about customer service and people performance.

We love receiving your feedback, and if there’s a related topic you’d like to see covered here, let us know.

A Voyage of Discovery

When launching on a Voyage of Discovery it isn’t enough to simply look at someone else’s holiday snaps. There’s no substitute for experiencing things for yourself to really learn something new.

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Landing the aeroplane

Imagine the scene: Your aeroplane is three hours into a three-and-a-quarter hour flight when your pilot comes on the intercom and says: “Ladies and gentlemen, please fasten your seatbelts, I’m going to try and land this aeroplane shortly.” What?! You’re going to try and land the aeroplane? Precisely how confident should I be feeling at this point…? In ...

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For David Bowie, 11/01/16

Monday 11 January 2016. I woke up this morning and through the fog of sleep thought I heard the R4 Today programme say that David Bowie would be sorely missed. I came awake with a start and no, it hadn’t been my sleep addled brain. Bowie had passed away, it had been announced in the last ...

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A Christmas Hamper of Customer Types

If your customers were the contents of a Christmas Hamper, what would they be? Here, then, is a light-hearted delve into the Hamper of Delights that is your customer base. Well, we’re allowed to get a bit silly at Christmas…

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Working with Eddie: A do-er not a say-er

Several years ago I had a boss (we’ll call him Eddie), who described himself as ‘a do-er not a say-er’. On my first day in the job he invited me to accompany him round the building whilst he carried out some errands (he liked using his time efficiently, did Eddie, always on the go). While we ...

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The Art of Apologising

‘Sorry’ is a word that’s very much over-used these days. So when you really need it to count, exactly how do you offer an unhappy customer a really great verbal apology? Here’s how…

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We Who Must Be Named (with care)

Names have power. Names have magic in them. Names wrap up all our expectations and emotional baggage into a neatly labelled parcel, whether we like it or not. Think carefully before you apply a label your customers…

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Five ways to spot opportunist complainers

The customer is always the customer – but what if we suspect he or she is trying it on? Here are five ways you might spot those Opportunist Complainers.

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Moving Tales: Customer Service A to B

As some of you will know, I’ve had a busy March and April completing the sale of one house, purchasing another, packing, moving and getting unpacked at the other end. After 21 years in our last home you can possibly only imagine how much stuff we’d accumulated. Going from somewhere with a large loft and ...

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The Lego Movie: Are teams really that awesome?

“Everything is awesome, everything is cool when you’re part of a team Everything is awesome, living our dream…” The Lego Movie has been offering much delight in our household over these dark winter days, particularly the cringingly awful song ‘Everything is Awesome!’** Many of us have worked in some truly awesome teams over the years, and will look ...

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A Formula for Successful Change

Here we are at the start of another new year. I’m guessing your Inbox and social media feeds have, like mine, been full of advice about New Year’s Resolutions and creating a brand new you? Good luck with that – ongoing review is a positive choice for us individually as well as for our organisations ...

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Customers In Disguise

I’ve worked with some interesting organisations recently, some of which are really not part of the traditional market for ‘customer service training’. And it’s brought about some fascinating conversations. Take, for example, the secondary school where I was asked to work with the non-teaching (support) staff on their customer service delivery. Here we have a wide ...

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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 short message – no less than FOUR uses of the word ‘hope’ or another word with ...

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“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) requirements for their members; but in reality, the coaching profession is unregulated and anyone can call ...

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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 serious about wanting to reap organisational success (whatever that means to us – money, prestige, social ...

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