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.

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 and that seed packet, and get planting! I love the concept of Guerrilla Gardening. There’s something ...

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“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 wall (oh those gorgeous gatefold album covers, my kids don’t know what they’re missing), then ...

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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 of a great leader, leadership models, leadership quotes. Hurrah for Leaders indeed! Where would we be ...

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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 willing to splash out on the essentials. As regular readers will know, I firmly believe that ...

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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 from East Anglia will know, this is an increasingly high risk strategy, blighted with frequent ...

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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 another way, if only he could stop bumping for a moment and think of it. ...

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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 hand it can be dealt with at your convenience, it gives you time to prepare what ...

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“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 (I hope!) be a single business person reading this now who won’t agree with it. After ...

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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 in cyberspace as well. Did you know that in a recent survey* one person in seven ...

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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 that Andy Murray won his first tennis Grand Slam title in New York. (Now there’s ...

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“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 perfectly. Thing is, sometimes we Brits surprise ourselves, and never more so than during London 2012. ...

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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 after tribute is paid to the coaching team by our medallists, saying how they were inspired ...

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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 and friends. In contrast, good customer service tends to be invisible. We accept it as ...

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“We have a plan, therefore nothing can go wrong…” (Spike Milligan)

This time last year I was just about to plunge into something entirely new. For the first time in my professional life, I was about to walk away from a regular monthly salary and strike out on my own as an independent trainer and coach. The reactions I got from people when I told them seemed ...

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Brand YOU!

So there you are, strolling up and down the aisle at your favourite supermarket, and you reach the coffee section. What drives you to select one product over another? Maybe you believe that ‘you get what you pay for’ and like the reassurance of an expensive jar. Maybe you will only ever buy Fair Trade or ...

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