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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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

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

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...

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...

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...

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...

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...