“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.