Nearly everything we do now is governed by timelines. Most of it driven by the seasons and mass marketing! For years I worked to a retail calendar. Christmas starts in November, January Sales, Easter, School holidays, Halloween etc. All customer services businesses...

It’s long been the case that the standard response to the question ‘how are you’ is ‘I’m fine’. However the friends I speak with and every potential client I have an initial fact finding chat with, no longer answers with ‘I’m fine’. I’ve noted that the response I get...