BA: When sorry seems to be the hardest deed

A flight - if you’re luckyIt seems that British Airways will continue to receive bad publicity over the disastrous opening days of Heathrow Terminal 5 so my own recent example of less-than-superior-service from the World’s Favourite Airline will hardly make much difference. But it does illustrate how difficult it can be to do the simplest things to say that you’re sorry – and to mean it.

Continue reading “BA: When sorry seems to be the hardest deed”

Feedback: your view is important, but not very

A dragon gives some business adviceTo round off last week’s series on feedback here’s a story from my recent experience with the BBC. Prompted by a discussion on Ecademy about the new series of Dragon’s Den I realised I had been really annoyed by the trailer.

I’m a fan of most business programmes, particularly the ones we can watch as a family – my 11-year old son has been addicted to both Dragon’s Den and The Apprentice – but I get more than a bit irritated when the “showbiz” aspects of the programmes overshadow the business content. Continue reading “Feedback: your view is important, but not very”