World Braille Day

4th January is World Braille Day, and it commemorates the birth of Louis Braille. As a lover of history, avidly discovering the when and...

Building an Inclusive Work Culture

Complying with the FCA Guidelines on the fair treatment of vulnerable customers is not a quick tick box exercise. It depends on...

Uncovering Hidden Disabilities

There are over 14 million people with a disability in the UK. That is more than a fifth of the population. Fewer than 8% of those...

Challenging Perceptions & Judgements in Customer Service

Being judgemental is a human trait, however, it is one that we need to challenge if we are to provide a positive customer experience for...

Can you Offer a Quiet Hour this Christmas?

Our shopping centres, offices, supermarkets, and stores are decked out with lights, trees, and festive displays. The Christmas songs are...

Focusing on Ability

Following on from my previous ‘Lived Experience’ article and marking the International Day of Disabled Persons on Friday 3 December, I...

Facing Our Fears

Halloween is a time to come face to face with our fears. What better opportunity to explore how fear impacts customer communication and...

What does the Sunflower Lanyard Mean to you?

You may have seen someone wearing a sunflower lanyard, but what does it mean? The green and yellow sunflower lanyard is a discrete, yet...

Is There A Better Word?

What does the word vulnerability mean to you? For many people, it implies weakness, dependency, and fragility. Historically, it may have...

Can Inclusivity Unlock Spending Potential?

Does your business strategy focus on gaining a competitive edge and increasing sales? If so, I have the solution!

My Blog

Advice, understanding changes to rules and guidance, personal stories and much more!