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Are you catering to those who need you?

40 years ago people older than 65 years of age were a minority in the population. In the very near future they will be a significant minority and for some service providers they will be the majority. Healthcare is a good example. However the … [Read more]

Trust me

Is there anything about how you appear today that might reduce your credibility with your client, customer or patient? Does anything about you diminish the impression you'd like to create? A majority of participants reported that wearing an easy to … [Read more]

Show and tell

Nothing is as compelling as seeing a vision of  yourself in the future. Increasingly healthcare professionals have the scope to offer people a vision of the future. It's possible to display projected changes on avatars, … [Read more]

Do your words strike a discordant chord?

Most upper respiratory tract infections are caused by viruses. However saying that to a parent with a sick child doesn't always help: Parent 2: They think they make you feel better saying it's a virus…but they make you feel worse Parent 7: When they … [Read more]

Do you miss opportunities to forge a connection?

There are very few services in which the customer or client has physical contact with the service provider. Hairdressers and masseuse are the exception. These 'therapists' often relate hearing things that are seldom confided in others: A … [Read more]

Does your performance at work depend on coffee?

Does the time of day determine how you respond at work? Are you tired by mid afternoon? Are you slow to get going in the morning? How does that impact on the decisions you make at that time? Decision fatigue is the concept that as we make more … [Read more]

Do you bring more than your body to work?

Things happen at home. They happen now and they happened in the past. A child gets sick, a parent dies, a partner leaves you, a bill is overdue, a neighbour causes hassle. You end up in hospital, you get a parking ticket, you win a prize, you get … [Read more]

What small thing could add value?

I didn't think about it at the time. He left my consulting room with a letter to a specialist. I advised him to le me know if the appointment he is offered doesn't suit and that I would find another specialist who might be able to see him sooner. He … [Read more]

Who leads the way down the corridor?

It may seem a tiny detail but as you walk your client, customer or patient through your clinic, shop or premises who walks ahead? Specifically when you get to where you both need to be who takes the first step into the room? Does it matter? Have you … [Read more]

Steep hill but nice view

On this beautiful earth it is not long before you have to climb a hill to enjoy the view. Where in your job is extra effort required to get to the end of the day? What makes it harder? Could it be the voice in your head telling you that this … [Read more]