9. KISS – Keeping It Simple, Stupid

• Each day presents the chance to overthink things. What should I wear? Do they like me? Am I eating well enough? What's next for me in life? Is my boss happy with my work?
• Today, let's focus just on what's in front of us. "Do your job."We don't need to get lost in a thousand other dis...

While it’s vital for services to be consistent, they are also complex and varied, and some parts of your service will need to look and behave differently from the rest.

However, consistency is very often mistaken as uniformity, where we aim for a service experience that is exactly the same ...

The work required to have an opinion is the hard part, that’s why people avoid it.

You have to do the reading.

You have to talk to competent people and understand their arguments.

You have to think about the key variables and how they...