It seems that British Airways will continue to receive bad publicity over the disastrous opening days of Heathrow Terminal 5 so my own recent example of less-than-superior-service from the World’s Favourite Airline will hardly make much difference. But it does illustrate how difficult it can be to do the simplest things to say that you’re sorry – and to mean it.

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It’s not often that you read a management book and think “everyone should have a copy of this” but Jane Northcote – management consultant and occasional contributor to this blog – has written a book that everyone involved in change should read. Making Change Happen is quite simply (more…)