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Doing the Opposite, Part 3: Deliberately Making Mistakes…

October 19, 2014

The next two parts of the ‘Doing the Opposite’ series focus on the subjects of ‘deliberately making mistakes’ and ‘unlimited staff holidays’, the second of which we will come onto in the next blog. Both are quite controversial and require an element of ‘tongue in cheek’, however they do have some interesting principles that could be of genuine interest to contemporary business. Now just to get things straight – I’m not

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Service Recovery vs. ‘Right First Time’ – Which is better?

February 13, 2014

Instinctively you would assume that for businesses to get something “right 1st time” would be an ideal they should strive for.

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