You should know this about Organisational Culture!

There are two primary perspectives on culture, on the one hand there is a view that a culture can be broken down into its different components, and as a result can be built quite deliberately with a plan and focused execution. The other view is that it is a complex idea, and has no specific […]

The Science of Trust – Part 2

A client of mine; an esteemed, silver-haired hotelier; once told me the secret to his success. He didn’t quite put it that way, but his message suggested as much. He proudly claimed that mastering the black and white aspects of service enabled comfort in the grey and that service excellence to humans was all hidden […]