40. What are the 5 key things you must provide as a good service?

1. To keep your promises and do what you’ll say you’ll do.

2. Show good manners – I’m still appalled, every day, at the number of people who don’t have the courtesy to answer a personal email.

3. Go out of your way to help people – do them favours, open doors for them, give them free stuff if you think it will help them. All this should be unconditional – not to try and get their business.

4. Try to give clients what they want, not what I think they should have.

5. Work efficiently.

We live in a fast moving world, and people appreciate dealing with businesses that work as fast as they do. We try to respond to every query in two hours, pay bills by return, and return students’ marked work the same day. Our policy is: never leave anything until tomorrow if it can be done today.