Kentish on Tour

Living on an island…

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…

Rob saves the day! A lesson in customer service

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…

Have you got the habit?

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…

It all happens on the train (part 2)

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…

Clever marketing Scotland!

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…

How one word can undo all the great work

‘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…

A little ‘je ne sais quoi’

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…

A one day stopover…at home!

I flew back from Australia early last week and went straight into four days of training.  Finally, yesterday I headed home, for a full 20 hours!  There were some pretty important things on my to do list:  Spend time with the family. Do the washing. Have a cup of tea…

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