Wagamama – self-indulgence or what?

kentishandco Collaboration, Kentish on Tour, Leadership, Life as an FM, Listening, Networking, News, Relationships 0 Comments

Doesn’t it always rain in Aberdeen? Well no, not this time. This time we took the sunshine with us. A trip to the East Coast to meet with a prospective new client meant 2 days out – who knew how few flights there are from England to Aberdeen?? On our orange ‘plane we met the Senior Marketing Exec for an …

Living on an island…

kentishandco BIFM, Kentish on Tour, Learning and development, Life as an FM, Networking, News, Public speaking, Volunteering 2 Comments

This weekend I’ve been in Guernsey (pop 62,000) for a BIFM Channel Islands training day, where I was presenting on various topics to a fabulous group of FM professionals, many of whom had never met each other. I had not stopped to consider that Guernsey is such a small island and much closer to France than to the UK. I have …

Rob saves the day! A lesson in customer service

kentishandco Customer service, Kentish on Tour, Leadership, Listening, Management 0 Comments

Panic, frustration, anger and feeling downright undervalued were just a few of the emotions that made up my morning today. Let me tell you how it all began. It was a wet and chilly morning in Walthamstow, we were preparing to drive home to Stamford after a few days on business in London. Liz and I thought we would go …

After the horse has bolted

kentishandco Kentish on Tour, Leadership 1 Comment

Many of you know that we live in a rural village, 56 houses, no pub, no shop. By birth though, I’m a townie. On the way to the tip today a massive black horse came cantering towards us, riderless.  So I jumped out of the car and headed towards the horse, desperately trying to remember the rules. All I could …

Have you got the habit?

kentishandco Kentish on Tour 0 Comments

One of our global clients has recently introduced ‘shares’. The idea is, that when three or more employees are together, they start their meeting/training course with both a ‘safety share’ and a ‘people share’. It only takes a few seconds, and can be work-related or not. It’s a chance to remind themselves of the importance of safety in the workplace, …

The event you don’t go to won’t help you

kentishandco Kentish on Tour 0 Comments

I’ve been in and out of the UK for the past 8 weeks or so and I’ve felt like I’ve really been out of the loop. Why? Because I’ve been missing some great events in and around the FM sector. It’s made me consider the value I get from attending events, and I realised that the key things for me are: …

It all happens on the train (part 2)

kentishandco Kentish on Tour 0 Comments

Following on from my blog earlier this week, while travelling to Scotland by train; I’m yet again surprised by ‘train behaviour’, this time on my return. Just across the aisle from me, a man had a ‘phone conversation about an FM bid!  He even mentioned the O&M provider and client by name, and the numbers, reducing the offer to the SPV …

Clever marketing Scotland!

kentishandco Kentish on Tour 0 Comments

I don’t know how it started, but one of the conversations here in Edinburgh with my delegates this week turned to deep fried mars bars.  Apparently they are a Scottish speciality (mmm, not so sure).  Anyway, I promised to track some down and today, after a delicious lunch at The Carlton Hotel, a few of the group tucked into a …

How one word can undo all the great work

kentishandco Kentish on Tour 0 Comments

‘Tea madam?’ asked the first, smiling member of East Coast train crew. ‘Milk’ scowled the second.  I don’t even think there was a question mark in her voice.  In fact, it was scary. All the good work, the excellent customer service shown by the majority of the team, undone by one word. And it got worse… ‘Drink’, not sure if …

A little ‘je ne sais quoi’

kentishandco Kentish on Tour 0 Comments

It’s been a while since I spoke French, so when I found myself in Paris last week it was with some trepidation that I walked into a meeting to introduce a new leadership programme. To be honest some of the business terminology has changed over the last few years, and I found myself relying more on body language and to …