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Don’t compromise

Why is it that so many good businesses hire people who are unfriendly and have no interest in being of service to anyone, let alone a paying customer? Why would we put someone out there who we know is rude and difficult; who we know will be curt and unhelpful

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Grow your business…like McDonald’s

There’s a reason why McDonald’s are so successful…why they have grown from one restaurant in the backwaters of Illinois, to 34,000 restaurants, and counting around the globe. You can look at society’s ever increasing need to have their food fast; you can talk about how much kids love their Happy

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Grow your Business – who are you modelling?

When Sir Alex Ferguson retired this week and the plaudits reined in, I was struck by the tribute of the Spurs Manager, AVB who spoke with some sadness, of how young coaches like him had lost their role model…their great example of what it takes to be a manager.  He

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Write a book…grow your business!

I’ve been writing a book for the last 6 months…I’ll admit I’ve always wanted to, but never really thought I would until I went on a business development programme that more or less insists that you write one (KPI).   It’s no Fifty Shades of Grey (…that’s a good thing…right?!)

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Plan your way to growth

Having been knocked off track somewhat by recent events at home, I’ve been feeling a bit overwhelmed and out of it for the last few weeks. You know that feeling…everything seems the size of an elephant and you can’t see the wood for the trees?! Oh and worse still, everyone

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Love is all you need

I was at a wedding recently where the priest was bemoaning the fact that we only have one word for love in the English language.  ‘Indeed’ he said, ‘we are as likely to love a bag of crisps as the person we are about to marry’.Love is a word that

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The Minutes

I was driving north to visit my dad last Saturday, listening to the lovely Graham Norton chatting to the even lovelier Alison Moyet about her new album.It’s called “The Minutes” and her reason for choosing the title really struck a chord with me: “…we all feel slightly cheated when our

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‘Til death do us part…maybe!

In business and in life, everyone has their own take on the word loyalty.For those in loving relationships it means ‘true to you til death’, for good friends it means ‘I’ll stand by you even when I could happily punch you’, while for the more emotionally challenged, it’s a case

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How vital are you really?

I’m sitting here with a stinking cold, having just found out that my poor old dad has pneumonia, writing a blog about vitality!  The irony is not lost on me.It’s an interesting word though ‘vital’ and one which we use and abuse with gay abandon on a regular basis, due

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March 07th, 2013

I’ve been thinking a lot about desire this week…what it means to different people…how it affects the way you behave…what you feel and think…how you act.  The dictionary defines it as ‘A strong feeling of wanting to have something or wishing for something to happen’.  I think of it as

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March 01st, 2013

I’ve been around a lot of entrepreneurs in the past twelve months, and for every one of them the growth and scaleability of their business is pretty close to top of mind.  Thoughts turn to funding, to adding staff and improving leadership skills, maybe to product creation, and while these

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February 22nd, 2013

There’s a saying in life that I’ve taken quite a shine to over the years… “the path of the least resistance”.  Of course, that’s not to suggest I’m in any way lazy; but when it comes to getting from A to C, I always prefer to go via B rather

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February 15th, 2013

According to those who know their business numbers, of the 4.5 million small businesses in the UK, around 50% will fail to make it past year 1, while 90% will cease trading within the next few years.  Many of these will be good little businesses with a niche market, excellent

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February 08th, 2013

D’you know when something is just so blindingly obvious, but you just can’t see it because you’re looking in the wrong direction..?!You’re so ‘fixed’ about what you’re doing because you’ve spent 12 months and most of your savings working on your plan, developing yourself, developing your website and your marketing

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February 01st, 2013

I was thinking about accountability today, probably on the back of having just completed my annual accounts and tax return – although I have to admit I’d never twigged that the words accounts and accountability were two peas from the same pod (I know…I know…)!But more so because my accountant,

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January 18th, 2013

If I say the word ‘Business’ to you, what exactly do you think of?What do you see? What do you feel?If you’re anything like me, it’s a building, or a product or an office that you think of and see…and you don’t ‘feel’ much at all.If I change my language

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Planning a great year?

At the start of every new year an awful lot of people sit down and write their New Year’s Resolutions…actually no, that’s not quite true, most people don’t even write them down.  But it is a ‘thing’ that a lot of us like to do…dream about a different, more rewarding,

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Inspiring a generation…?

I am not afraid to admit it…I am completely swept up in the whole Olympic experience…like a big kid I have screeched myself hoarse at the TV, watched in amazement at our lads fantastic gymnastic exploits, and cried real tears as the rowing girls picked up our first British gold. 

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July 27th, 2012

As the Frog heads off on a well-earned break, she leaves us with the humorous…and bizarre of customer experience.  A fun way to lead into this historic Olympic evening…For the past week, I’ve been making the most of this fantastically warm weather and having fun in the sun.  Therefore, I

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July 20th, 2012

This Friday our Frog is frustrated when a business fails to recognise that her needs as a customer are more important than an upsell.A few weeks ago, I reluctantly ventured out to a local electronics superstore.  I say reluctantly because I absolutely hate going to certain shops.  Anyone who knows

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July 06th, 2012

The Frog finds herself back at the hospital musing on the goodwill to be gained from putting yourself in the customer’s shoes.A few weeks ago I found myself back in the hospital, accompanying a friend to yet another appointment.   We arrived a little early, only to be informed by

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June 22nd, 2012

As the Frog owns up to her latest addiction, she offers a powerful message about the business benefit of turning our customers into loyal advocates.It’s time to admit it.  You deserve the truth.  Deep breath…I’m obsessed with Netflix.  There, I’ve said it.Over the last six months, I’ve caught myself mentioning Netflix

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June 15th, 2012

This week the Frog reveals what can happen to a business when they don’t recognise how poor or inconsistent their customer service is.I’ve just returned from my local chippy, where I treated myself to a rather lovely cod and chips.  I was also lucky (or should that be unlucky?) enough

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Self-Service: Unexpected Item in Bagging Area

This week saw my grandmother’s 80th birthday.  And, in keeping with my inimitable skill for finding the best gifts in a haze of panic-buying, I found myself in Tesco an hour before her party; roaming the aisles, desperately seeking ‘the perfect gift’.  Fast forward 15 minutes and I was heading

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Customer Feedback: Hide or Seek?

None of us like to be criticised, but as a business it is imperative that we gather feedback from our customers.  Here’s what the Frog has to offer in the way of Top Tips:I’ve just come off the telephone with my mother.  It’s a universal truth that any conversation starting

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April 06th, 2012

I was thinking this week that we don’t give enough recognition to people who simply do their very best every day.  They may not be superstars in the recognised sense of the word, they may never achieve greater wealth or status than they have already, but they go about their

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March 30th, 2012

For some bizarre reason as I lay in bed last night I got to thinking about whether tribalism plays a role in our day to day choices as customers.  You know…like the tribalism in football.What is it they say? ‘You don’t choose your team, it chooses you’ …and then that’s

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When ‘free’ is not good value…

This week I went to a free three-day event.Business 2012 at the O2 brought together literally thousands of entrepreneurs and new business owners, and treated them to a series of keynote speakers – Sirs Richard Branson and Alan Sugar to name but two; a number of other self-made individuals willing to share

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Do smiley people make a difference…?

Don’t you think the smile is underrated? It’s such a funny little physical thing when you think about it…turning up the corners of your mouth, maybe bearing your teeth…not much to it really…But if the eyes join the party…lighting up the whole face…well, this little thing might just make a

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Author

Marianne Page

‘Marianne is the author of four books and is currently working on her fifth whilst regularly writing her blog, we hope you enjoy it :)

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