Behind The Counter
The person who can authorise it is not the person you are speaking to
Authority to approve is deliberately concentrated in a few roles, which is why a decision that takes two…
· 3 min read
Behind The Counter
What is happening on the other side while you wait.
20 articles · page 2 of 2
Behind The Counter
How an out-of-hours service differs from the daytime one
Evenings and weekends are usually a smaller, narrower service wearing the same name, built to hold…
· 3 min read
Behind The Counter
What a note on your file is written for
Case notes are internal correspondence addressed to the next member of staff, and that audience explains…
· 3 min read
Behind The Counter
Why some things still have to be done in person
Almost everything has moved to a form or a phone line, and the handful of steps that resist it fail…
· 4 min read
Behind The Counter
What a deposit is holding, and what it is not paying for
One word covers three quite different instruments, and most disagreements about getting money back are…
· 4 min read
Behind The Counter
Why a process contains a stage that appears to do nothing
The step where nothing visibly happens is a check, a batch window or a deliberate delay, and each of the…
· 4 min read
Behind The Counter
How rescheduling an appointment is priced, and who ends up carrying it
Moving a booking has a cost that lands on somebody, and the notice period is the mechanism that decides…
· 4 min read
Behind The Counter
A complaint and a request are handled by different machinery
Asking for an outcome and objecting to how you were treated enter an organisation by separate routes, and…
· 4 min read