our blog

Browse through an assortment of blog posts by our very own experts and specialists. Our team has spent many years of delivering sales training and management development to a multitude of brands and partners. Here is where they impart their experience and knowledge they gained. Improve your understanding of the inner workings of your industry and how to apply this knowledge in your company’s day to day operations.

Bob Morrell on August 9, 2017

Every time we go onto a web site it seems we end up being approached, gently, by a smiling avatar offering you a ‘chat’ interaction. Sometimes it’s right at the beginning, even before we’ve had a...

Bob Morrell on July 25, 2017

One of our customers is very naughty. What this person does is get us working on projects ahead of the official procedure. So when they are questioned on it, by a superior,  the response is ‘well...

Bob Morrell on July 25, 2017

This summer we celebrated 15 years of being in business. This itself would seem to be achievement enough, however set that against our history then the fact that we are still in business after all...

Bob Morrell on July 25, 2017

In recent years retailers have benefited from a credit fuelled boom which has done much to maintain growth. Consumers in the UK are now definitely feeling a squeeze, and retailers are yet to grasp...

Bob Morrell on July 25, 2017

We spoke to a gentleman recently, whom we had worked with in India a few years ago. We trained over 200 people in Delhi, which was an amazing experience. The trip was essential for us as a company...

Bob Morrell on July 25, 2017

If you end up on a European beach this summer you will be accosted at some stage by teams of highly skilled people – mostly men, who will try and sell you sunglasses, jewellery, throws, beach...

Jeremy Blake on July 20, 2017

Last week Jo Bourne and I went as the Reality Training sponsors to the Agent Achievement Awards. These travel awards are in their 22nd year and are now presented by Travel weekly.

We had 19...

Jeremy Blake on July 20, 2017

As I type, someone is putting up a mystery shop results sheet on a staff noticeboard in a contact centre in Manchester, or Mumbai.
In the staff room of a retailer in South Devon or South...

Jeremy Blake on July 20, 2017

Garbine Muguruza destroyed Venus Williams in the second set of their final at this year’s Wimbledon.

Here’s some of the stats:

Unforced errors 11 to Williams 25. 25 points is over 6...

Jeremy Blake on July 6, 2017

I was walking my dog yesterday evening and I saw an old lady struggling with moving her wheelie bin.

I went over and helped her get it back up to the side of her house. I asked her if her...

Bob Morrell on July 5, 2017

Over the last couple of years, we’ve done more web chat projects than ever before. It’s the new channel ‘on the block’ and so successful because it’s just so convenient for customers. I can sit...

Bob Morrell on June 23, 2017

So a year has passed since we voted to leave the EU.

What’s changed? On the face of it, not a great deal.

  1. We are still in the EU.
  2. We have served notice.
  3. The...
Jeremy Blake on June 22, 2017

There was once an estate agent who sold a house for a man in five days.

No sooner had the photographs been taken and the particulars printed, a couple with one child walked into the agency...

Robbie Tosh on June 22, 2017

Earlier this week we hosted The Reality Brexit Briefings, and it’s safe to say that they have gone down a storm.

If you didn’t attend then we’re sorry to have missed you, but don’t worry...

Bob Morrell on June 22, 2017

What’s stronger? Fear of your business not growing, or fear of losing customers?

The answer is that it is always the fear...

Robbie Tosh on June 6, 2017

This weekend I attended a friend’s special birthday in the Provençal town of Gap in the lower Alps. The French have a wonderful system where neighbours contribute to communal areas near their...

Jeremy Blake on June 5, 2017

Many of you reading this were born well before CRM (Customer Relationship Management) software was born.

Early pioneers were husband and wife team Robert and Kate Kestnbaum, who pioneered...

Bob Morrell on May 23, 2017

So it seems that a couple of times every year we have to spend a great deal of time on the phone, renewing insurances, energy bills, mobile phone contracts - you get the picture.

We all...

Jeremy Blake on May 23, 2017

Bob and I recently spoke at several conferences in April and May, a flurry of sales conferences as the new financial year begins.

At one event, we talked about the power of Related Stories...

Jeremy Blake on May 23, 2017

I’m enjoying a book that my eldest brother Charlie bought me called Philosophy for Beginners.

I have now have arrived at William of Ockham.

He was born in 1290 when Edward I was on...