How to Make Fewer Goldilocks Mistakes

We all know the story of Goldilocks, the young girl who went for a walk in the woods and came upon the 3 bears cottage. During the course of her occupation in the cottage, she found herself trying out various experiences that were extreme at either end of the scale,...

The Customer is Always Right, Sometimes

For years we have been told that “the customer is always right”, like some kind of service mantra that we must repeat to ourselves during a situation when clearly they are not. As a blanket approach to customer service, it’s not exactly the worst advice. But it just...