British Lions and KPIs

And how these affect you in your business. I watched the Lions play the other day and was intrigued as to the coaches high up in the stands. They all had their noses in laptops throughout the game. Why? Well, they were monitoring statistics and metrics or KPIs as we call them. Key Performance Indicators. KPIs show the coaching team how each player is doing. Players have a box of tricks sewn into the shirts, which constantly feed back live information to these laptops. Energy levels, heart rates and so…

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Will you fight for them or adapt for them?

I’m referring to your customers. Will you defend your space, fight for them to come back, secure their custom again? Or will you change your business model to accompany them, appease them or please them that you’ve changed? During the pandemic we: Reduced car use dramatically to eScooters (which are all over town), bikes and walking to local shops. We switched much of our shopping from Tescos to the milkman and a local farm for fresh deliveries. We moved all our viewing from the BBC to Netflix, Britbox and streaming…

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How to make sure you hear them correctly?

Venturing out to a restaurant recently, the waiter took our order as always. We were with friends, so there was a lot to write down. She summarised beautifully but missed my side order. I corrected her politely; she asked if anyone else wanted a side and returned two more orders. Clever the power of summary. Your client will correct you; it's not a put down just a clarification. An opportunity to adjust, improve or refine your understanding of their needs. "Just to make sure I've got it all?" "Let me…

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