Consulting

Consulting is considered to be the giving of expert advice. I give three examples below of areas of specialism built up from specific experience. Coaching can also support these areas of course with goal setting and action plans. Our skill set is fairly broad and we offer free initial consultation with absolutely no obligation on your part. Often it helps just to meet up and have a discussion on a particular business issue and that also helps to be clear on whether we can help you create the change or progress you need.

NEED HELP TO DETERMINE OUR MISSION, VISION AND VALUES

Please see my POST on this subject. The Santander experience was very interesting in that three words ‘simple, personal and fair’ were eventually chosen to represent what the Bank wanted to stand for. I would call it a great success in that they were words that staff connected with and felt proud of. After the launch of these new values I would regularly hear staff asking if this or that initiative or change was ‘simple, personal and fair’ – actually a really good sign.

NEED HELP TO IMPROVE ENGAGEMENT WITH MY TEAMS

Again please see my POST on this subject. I have always believed that most people come to work to do a good job! and that perhaps that can go wrong when they get there!! My top three in this area would be a) How your leaders and managers behave b) How your people are valued day to day and c) what the culture feels like in your business.

NEED HELP TO IMPROVE OUR CUSTOMER EXPERIENCE

I have published some POSTS in this crucial area and one that has been a primary goal in my last 10 years in banking. In terms of looking for improvement my top 3 are a) Look at your leaders and Managers first. Are yours and their behaviours at role model level? make it a leadership priority b) Observe what is happening in your customer interactions. Some of my most valuable insight was gained in this way. c) Are you running a customer centric business? Do you genuinely put your customers needs first?