Great Expectations

We have always been told the customer is always right. Of course they are, aren’t they? They’re paying for a service after all. But I begin to question if this is always the case? The phrase “The customer is always right” was originally coined by Harry Gordon Selfridge, of Selfridge’s way back in 1909. The […]

Process – it’s all about the balance

Being German, I am very familiar with the four P’s. No, not the four P’s you’re thinking of – I am talking about Planning, Preparation, Precision and our favourite of the bunch: Process. Living and working in a different country has made me aware of just how many stereotypes exist about Germans, including our obsession [...]