“I suppose leadership at one time meant muscles, but today it means getting
along with people” (Indira Gandhi). “The customer has become a bloody nuisance
whose unpredictable behaviour damages carefully made strategic plans, whose
activities mess up computer operations, and who stubbornly insists that purchased
products should work” (LH Young, Editor of Business Week).
Forgive us for being a little unusual, but history isn’t with theoretical and rigid
approaches to workers and customers. We’d like to tell you why our consultancy
supports leaders rather than drawing pretty pictures. And why we have a rather
different approach to customer management.