Sidewalk Solutions

Tom Peters and Robert H. Waterman introduced us to modern Customer Service with their breakthrough book “In Search of Excellence” over 25 years ago. Many great companies have gone on to adopt the World-Class CS culture with great success.  I have visited many companies who created their own brand of World-Class Customer Service and I’ve listed a few of them at the end of this article. Continue Reading »

My career was going just great – I worked for a great company and had gained a reputation as a Trouble-shooter and Turnaround Manager, perhaps also some would say I was a bit of a Maverick. Whilst I provided the drive and hands-on change management leadership – the company supplied me with the comfort of having a multi-billion dollar corporation behind me. Specialist staff, experienced operations people and top-class executives always available to help me when necessary. My projects had included closing down a disastrous union-dominated site, playing a lead role in transforming a government-owned facility into a dynamic highly productive enterprise, saving a multi-million pound long-term manufacturing contract from being lost, and removing an entire Management Board that did not understand the meaning of strategy. Continue Reading »