Service Gaps Model for Exceptional Customer Service

I’m not a big fan of marketing and business development ‘models’ in general, but I do like the Service Gaps Model. It’s old-fashioned, perhaps, but still works for me and the many service businesses I deliver mentoring to. Essentially, the Service Gaps Model is a way of reviewing the performance of a business, as measured […]

Customer Care at the Cleaning Company

It’s a few years since I met these people, but the client’s name recently popped up in a conversation. This cleaning company has been very successful over the years and I remember them as one of the most impressive small businesses I’ve come across. First, their business is spread quite widely across the country. Despite […]

A Flying Leopard Cannot Change Its Spots

A few short years ago, amid great fanfare, Ryanair announced to the world that it was changing the way it did business. Changing its spots, if you will. The airline, declared Mr. O’Leary, would “try to eliminate things that unnecessarily piss people off”. Apparently, this change of heart was due to some significant shareholders being worried […]