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Customer service on the freeway: the devil in the detail

1 October 2014

A trip to Durban on a cold drizzly morning led to a minor irritation on the freeway. At the Mariannhill Toll Plaza I did what we all do on approaching a toll booth. I slowed down and began to open my window, timing the opening to coincide with my coming to a stop at the window.…

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Cooperation or confrontation – your choice

4 July 2014

It’s a sad fact of South African life that we don’t often applaud what Basic Education Minister, Angie Motshekga, says. However, speaking ahead of next month’s International Mathematics Olympiad, Motshekga said that the success of some rural schools over better funded urban schools ‘showed that leadership and management were more important in producing education results…

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Simply Communicate? What can they do?

26 June 2014

How do you introduce yourself and your business? A poetry effort last year won me a free lunch at the Pietermaritzburg Chamber of Business. I decided to expand on the effort when introducing myself at the Chamber’s recent Bizz-Link Network. I won another lunch. (Don’t worry, I shan’t be putting my training material into poetry…

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The essentials of business: it’s not about the numbers

7 April 2014

What are the essential ingredients of a business? No doubt a dozen of us would have a dozen different lists, but I’m going to stick my neck out and suggest four: The product or service; The customers, whether corporate or individual; The staff who help connect the two, whether it’s the owner alone or a…

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So, what do you do?

11 December 2013

Various people have asked me what I do. It is much easier to describe a position — I’m a Training manager; I’m an HR manager — than it is to describe one’s activities. And usually one only has 30 seconds (some say 60 or 90, but most agree it’s the length of an elevator ride).…

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