“I’m so sorry to hear about your recent poor service with us. We normally pride ourselves on our five-star service, but we have been busier than usual, and this has led to inevitable delays as I’m sure you’ll understand. Of course, if you had caught us at a quieter time, blah do blah di blah.”

Have you heard that recently because I certainly have.

It’s where the poor customer service experience I have received has been belittled and makes me feel that it hasn’t been treated seriously. That not only annoys but is also likely to come out in various conversations I have with my large network of people. Nobody wants to feel they have dismissed with a brush off.

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The tides of business are constantly moving, taking your business with them wherever they will flow. If you don’t keep control and be mindfully preparing for what may lie ahead, then while you’re gazing at the beautiful blue sky above you, you may get caught unawares by the tanker that is just out of your sight or the storms that are forming on the horizon.

A good ship’s crew would be taking this time of calm to repair the canvas, scrub the decks, look to the ship’s maintenance and even sections that could be improved, all in preparation for the storms that will inevitably come.

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There are so many different measurements that you can put in place in your business.

You can measure almost anything you decide as somewhere, someone will have found a method or formula you can implement. You can spend days on the internet, fascinating yourself with new metrics that you’d never even thought of. The internet is the biggest library in the world and full of exciting ideas and methods that you can use to fill up your monthly management reports, if that turns you on.

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