Why readability is crucial for your business

When we talk about readability, peoples eyes tend to glaze over and think we are going to talk about “school meals operatives” and “vehicle access approval officers” instead of old fashioned “Dinner Ladies” and “traffic wardens” Wikipedia says that “Extensive research has shown that easy-reading text improves comprehension, retention,  reading speed, and reading persistence.” Now [...]

Bad Attitude – But is it you or them?

Reading the excellent Ihatehr.com blog post http://ihatehr.com/2008/11/01/an-experience-in-bad-customer-service/ about the lack of customer focused attitude of two workers in a DIY superstore got me thinking about motivation and boredom amongst staff. But is it their fault? Are your staff bored & unmotivated? Leaving aside the obvious “how can they treat their customers (& therefore job) with [...]