Unbanked & Financially Vulnerable

It may seem impossible to live in modern society without a bank account, however, research from the Financial Conduct Authority suggests...

Do You Communicate Effectively?

We speak, listen, question and write every day and, with the right techniques, these skills can deepen personal and professional...

Exploring the Value of Compassion

One of the underpinning messages that I promote is the importance of compassion. We never know the full extent of what is going on in...

The Best Christmas Gift is…

It’s that time of year when we are bombarded with adverts for perfume, watches, matching pyjamas and Lego sets. Then there are the...

Supporting Bereaved Customers and Employees

As the Bereavement Pay & Leave Bill is scheduled for its second reading in the House of Commons on 18 March, this article focuses on...

High Levels of Empathy

Anyone who knows me is aware that I wear my heart on my sleeve. In conversation, my responses are emotionally driven – I am quick to...

The Cost of Being Kind

I recently read a social media post. A lady was thanking a stranger who had given her 20p at a hospital parking machine. The small...

Supporting Customers Through Short-term Vulnerability

It can happen to any of us; we are ticking along nicely and then the rug is suddenly pulled from under our feet. Our daily routine and...

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...

My Blog

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