You ever hear the joke about the broken pencil?
You ever hear the joke about the broken pencil who? (more…)
It is fair to say that there are two calls that I truly fear. One is to say that someone at Studio has been hurt or taken ill and the other is that there is a fire, and yes before anyone comments I do fear these even more than the calls from H M Revenue and Customs or the bank! Fortunately the first of these calls has not happened in the first 5 years of our business, we did have an incident of an exploding fryer once which was very serious and we were extremely lucky that no one was seriously injured. That near miss resulted in a new fryer and it was that new piece of kit that led to the second of my most feared calls occurring on 29th September. This is the story of Fire Day. (more…)
Two weeks ago I was kindly invited by Midlands Excellence to give a short presentation on our principles of customer service and in particular our mission statement of customer first. It was a great opportunity for me to take stock of some of the things that we have done to deliver our simple message. (more…)