Instead of ideas coming from head office or management, it is proven time and again that the best service improving ideas come from those on the front line of customer service.

If you set up a thinking group which can meet once in a short while, the ideas they can come up with will perhaps astonish you. I tried this many years ago and have used it with great effect since. Those who serve know how to do it better - especially if you allow their ideas to be heard and scrutinised by their peers.

Set up and encourage a customer service think tank and watch how your business improves. The added benefit is that the staff feel empowered and valuable too.


I use this quote here as it strikes a personal chord with me - having spent most of my adult life serving others in restaurants around the world.

Cooking is one of the oldest arts and one that has rendered us the most important service in civic life.”

Jean Anthelme Brillat Savarin. A Parisian lawyer and Gourmand,(18th century) who educated the world on so much.