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Service Improvement

Vaccine Lean – The Dawn of the Water Spider

Vaccine Lean – The Dawn of the Water Spider

Posted on 25 October 2022 by Sarah Lethbridge

One of my favourite things to do is ... encounter a slightly less than optimal service experience where I can very quickly identify a series of things that could be […]

Peaceful Protest

Peaceful Protest

Posted on 2 August 2022 by Sarah Lethbridge

Some of you might remember that I went viral on Twitter once when I was miffed at a 5 men panel on Good Morning Britain passing judgement on whether or […]

Back to Reality!

Back to Reality!

Posted on 31 May 2022 by Sarah Lethbridge

There’s no doubt about it, we are definitely BACK in the physical world.  After moaning AT LENGTH about how much I’d had enough of working from home during the pandemic, […]

Carrots, Sticks and Buckets of Time Tricks

Carrots, Sticks and Buckets of Time Tricks

Posted on 5 May 2022 by Sarah Lethbridge

One of the difficult jobs of any leader is to get people to do something differently or to get them to do what you need them to do.  If only […]

The Great Pandemic Pause

The Great Pandemic Pause

Posted on 4 April 2022 by Sarah Lethbridge

At the beginning of the pandemic I wrote a remarkably positive (particularly for me) blog about how I could see that necessity was triggering a miraculous transformation in services.  The […]

Vaccine Lean

Vaccine Lean

Posted on 29 December 2021 by Sarah Lethbridge

I was absolutely delighted to receive my 3rd ‘booster’ vaccine a couple of weeks ago. Having been tremendously grateful for 2 x AstraZenecas, I have to confess that for my […]

Chief Letters of Complaint Officer

Chief Letters of Complaint Officer

Posted on 6 December 2021 by Sarah Lethbridge

There are few things that I appreciate more in life than writing a complaint letter. It’s not that I’m looking for opportunities to write them, not at all, it’s just […]

My Big Lean Head

My Big Lean Head

Posted on 5 October 2021 by Sarah Lethbridge

I’ve written several blogs where I have been quite open and honest about my big lean head. To experience this phenomenon you might like to revisit ‘Urgh, serve pizza faster! […]

Brain Training

Brain Training

Posted on 4 May 2021 by Sarah Lethbridge

When I was pregnant, I turned down a couple of offers to speak at different international conferences because I didn’t want to fly. Not that there is any evidence to […]

Searching for a Sign or a Signal

Searching for a Sign or a Signal

Posted on 1 March 2021 by Sarah Lethbridge

As I’m writing this, it’s St David’s Day in Wales, this morning I sent my little girl off to School in her Welsh Lady costume and felt compelled to go […]