10 top tips for communicating in tough times

10 top tips for communicating in tough times

Written by Vincent Franklin This blog is about how pension schemes can handle a crisis – but the principles hold true for any business trying to calm a fraught or uncertain situation. The value of information is in who says it, not what they say. Source trumps...
7 tips for dealing with complaints

7 tips for dealing with complaints

Written by Vincent Franklin Here are 7 approaches to complaints that can really make a difference to the results you get. 1. Act fast We all like to be acknowledged, even if it’s only a nod in the street. And when we’re cross, this matters even more. If someone...