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I had an interesting experience last week when a client was in my office doing a face-to -face 1:1. They had travelled 90 minutes to be with me and they only had 45 minutes of my time. I was on time at the start of the session and they knew that we would be finishing exactly on schedule.
Imagine my surprise then when her phone went off midway through the session…and she answered it!
Turns out it was a customer and the lady concerned felt it was really important that she took that call there and then.
The price she paid was massive... Continue Reading »
Posted: July 1, 2014
The Power of an Apology
A few weeks ago I received an email from someone saying that they felt that I wronged them with something I did. I was faced with two options, defend my position and dig my heels into the ground or accept the fact that my actions unintentionally offended the other party, take responsibility and apologise for offending them, and right the wrong that I had committed. This is something that we’re all faced with every now and then.
Through our lifetime there have been, and will be many more, instances where our actions unintentionally hurt someone else’s feelings.... Continue Reading »
Posted: May 7, 2014
HMRC's 'My Tax Return Catch Up' Campaign Continues
On July 9th 2013 HM Revenue and Customs launched a new campaign inviting self-assessment taxpayers to take the opportunity to 'Come Clean' on their tax affairs and settle any outstanding tax bills or claim any rebates due if they had failed to complete any or some tax returns in previous tax years.
As part of the campaign, HMRC will be writing directly to the several thousand people it has identified using Connect, the organisation’s intelligence-gathering software, and will follow up with calls to many of them.
Proactive taxpayers can also notify HMRC themselves if they wish to join the campaign... Continue Reading »
Posted: August 28, 2013