On Thursday I called our Prime Minister, Helen Clark a mad cow, and I want to say sorry. LOL Ok I was going to say that's not fair on real cows and their unfortunate condition, but that would just be another cheap joke at someone else's expense. Funny thing about my blog is not many people leave comments, in fact almost never, but I get quite a number of emails directly and comments from friends and family. On Friday at a party Dad told me I was being a "tough customer" and my Sister said that it "wasn't my style, and would come back to bite me when I was Prime Minister." Something about Karma? To View More >>

The New Zealand Herald ran a story this morning about Kevin Roberts joining the board of New Zealand's Telecom. Some stories honestly just make me go, OMG, what? Here is one of my business heroes joining the board of a company (Telecom) that "I hate to love". I continue to support them despite myself, and despite the way they present themselves to their clients. But I would love to love them. In the interests of full disclosure, our company are pretty big telecommunication users. We are heavily dependent on Telecom for our international telephone presence, and we're big users of high speed internet. To View More >>

Is it possible there is something to be learned from the Fire Service when it comes to handling customer complaints? I strongly believe so and share that learning here. Scenario: Imagine a car accident on a busy highway, multiple serious injuries and heavy traffic. You know there will be lots of screaming and emotion, and this really is a life and death situation for the people involved. The Question is ... What would you do? The amateur care giver rushes in looking for the sickest person, gets caught up in the emotion and most likely gets themselves injured or killed in the process. Not good To View More >>

Having trouble getting your customers attention? This quite possibliy is the perfect solution for you ... "Be Mischievous, Get Noticed" As parents we get busy with work, children, getting food on the table etc . Sometimes we just have our minds in too many places at once. A child's solution to this, in an effort to get our attention, is to be mischievous, and, as frustrating as it is, it works. Seriously ... be honest with me ... nice cute kid being good, following the rules versus a mischievous one pushing your buttons: which one is going to get your attention every single time? I know what To View More >>

Well after less than a month with iPower I have moved web hosts due to their unreliability. I am sure this isn't the way they are permanently but over the last week my site was down on a number of occasions for hours, and I have lost my confidence. I am very sorry for the inconvenience caused ... grrr. One of the interesting observations is that they weren't prepared to go into detail of what the technical issue was, just each time that "it was a router and it's now fixed". I guess companies do this due to being scared of looking bad, but left with no convincing information I was forced to move To View More >>