The Working Days conundrum. Not as bad as ASAP … but nearly!

Written by Malcolm Pitcher on 03 December 2020.

Be clear with all times and dates is one of the mantras from my How to control your elephant training course.

The time-based phrase which winds me up the most is “As soon as possible”.

Meaningless, non-committal, drivel!

Why Teflon Answers Create Very Sticky Customer Service Situations

Written by Malcolm Pitcher on 03 November 2020.

Whilst non-stick makes cooking easier, in the world of customer service it has the opposite effect. “Teflon” answers are a recipe for disaster.

The non-stick properties of Teflon are appreciated in kitchens throughout the land. There’s nothing worse than scraping the burnt remains of what was to be a culinary masterpiece from the bottom of a non-Teflon pan. But whilst non-stick makes cooking easier, in the world of customer service it has the opposite effect. “Teflon” answers are a recipe for disaster.

Humans are empathic. And we should always try our very best to see the world through the eyes of others before we judge them – but sometimes it's not easy...

Written by Malcolm Pitcher on 11 February 2020.

... especially when you read that elephant hunting is likely to begin again in Botswana

Empathy is one of the most significant subjects we cover on How to control your elephant.

As soon as possible - four words that can ruin your business, and your customer service

Written by Malcolm Pitcher on 05 May 2019.

(How to lose control of your time!)

It has never ceased to amaze me how one person can say to another “I’ll get that done for you as soon as possible” and both parties end the conversation happy, despite the fact that neither party knows what the other means.