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The New Transparency

What does having an open social media policy say about a company? For me , it says nothing about social media and everything about trust. Trust in your people – you believe that they come to work to do good things , not wreck your reputation. Trust in yourself – you are an open business ...

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Digital Myths

How confident are you using the internet? On a scale of 1 to 10. And how confident would you say the average user of social housing is? Last week , I posted about the myth of social housing residents and digital inclusion. How 99% of our new customers said they had the ability to access the ...

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The Rules of Attraction

I was asked a question the other day: “No-one is engaging with our Facebook discussion. Will you have a look at it and tell us what you think?” I turned the question back on them. “If it was you. And you were the customer. Would you have joined in?” After a few seconds deliberation – ...

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The Great Divide?

Residents of social housing are , pretty much , excluded from access to the internet. If you believe everything you read. Grant Shapps MP once said Social Housing tenants live in a “digital apartheid” Martha Lane Fox has said that “Almost half” of the UK’s adult population who do not use the internet live in social ...

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What’s in a name?

How do you describe what you do? A few months ago an incredibly wise guy by the name of Bob Battye delivered a session to our Leadership team. He challenged us to re-write our Linkedin profiles describing what we were like as people – what we were actually about – rather than what we actually ...

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Let’s make job descriptions inspirational….

About 3 months ago I posted a blog/rant about why most Job Descriptions are complete rubbish. You know what I’m talking about. You read the one for the job you are doing now. Uninspiring: Although you said it was really really exciting at interview. Impenetrable: You had to search the web to understand some of ...

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Future Service: Everything is Connected to Everything

This is a future blog. It’s from Jack, a tenant. He wrote it in August 2017 and sent it to us to give a glimpse of how our services have changed. In a world where everything is connected to everything. He says all of the following is possible. “I moved into the flat a year ago ...

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Break Your Own Rules

I had a couple of great little customer service experiences recently that I’d like to share. On both occasions the employee admitted breaking the rules.  They had done something that I , the customer , thought was great service. But it was against the practices or policies as applied by their own managers. See what you ...

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Social Media: A Trust Thing

I’m lucky. I’m part of an organisation where everyone has access to social media. Anyone can set up a Facebook or Twitter account. Anyone can blog. Without restriction. No Policy. One Rule – “If you wouldn’t say it out loud in the cafe area – don’t put it on social media.” So it’s shocking to ...

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Disrupt your Industry. Or be Disrupted.

A customer called us recently. His call was answered really quickly. A repair was needed to his home. His problem was diagnosed with just a couple of questions. He was given a time and date for the repair. He was told it would be in two weeks time  – a part was needed that wasn’t in stock. ...

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