More Lessons from Masters and DJs: Big Picture or Little Picture – Which One is Letting You Down?

As regular readers will know, the recent announcement by Woolworths regarding the future of Masters should have come as a surprise to no one. The accompanying announcement about Home Hardware was more of a surprise, but as a comparatively small business nestled in an out-of-favour segment in the Woolworths empire […]

big picture and small picture thinking

Dick Smith Store

Dick Smith Electronics – A Story of Deception, Intrigue and Inevitability

The ASX announcement made by Dick Smith Electronics in August 2015 “reported a second year of solid performance as the Company’s Growth Strategy continue(d) to resonate.” Combined with words like “Dick Smith’s balance sheet remains strong” and confident predictions of further sales growth and cost savings for an estimated 2016 […]

Customer Service Without A Smile

Have you ever noticed that so many people in “customer service” don’t seem the slightest bit interested in serving customers? Some clearly would prefer to continue the conversation they were having with their colleague, others just look plain tired and worn out despite it being only 15 minutes into their […]

Happy pretty female waiter in apron with notepad and pen in cafe. Looking at camera


21 Triangles is not David Jones – if only because we couldn’t possibly be that terrible at helping our customers if we tried.

Have you ever received a wrong-number phone call where the person who made the call gets upset at you for not being the person or company they wanted? It happened again to me this morning. A lady asked if I was Real Insurance. My immediate thought was “Well, I haven’t […]

Your gift to yourself

As another Christmas descends upon us*, we tend to think differently and about different things. Some worry more and work harder to hit the “Christmas” deadline that they or someone else has imposed. Some get to wind down in the last days or weeks, presumably as an unspoken reward for […]