Mark Davies

Mark Davies is managing director of Link Mortgage Services

We must continue to trust

Our history is replete with stories of excellent leadership. From Wellington to Churchill, our leaders have traditionally shown great virtues as well as deep flaws.

I think we are arguably on the precipice of one of the most difficult periods of business management we have likely ever encountered.

Our new working arrangements mean we have exported many work stresses into our homes

Do you remember the phrase, ‘I’m having a good lockdown?’

mortgage mum

Great expectations

For the last 12 months, businesses have been in the throes of crisis management, trying to stabilise their operations, protect their workforce and communicate and transact with customers. But the phrase ‘crisis management’ implies a return to normal within weeks.

I’ve written recently about the importance of doing the right thing – not just in terms of how we perceive ourselves but also in terms of how we are perceived by clients, regulators and policy makers.

A key driver going forward will not be the consumers of today but those rapidly coming up on the inside track and whose values will demand better behaviour. 

Walking the talk of trust

Adaptability rarely comes quickly when one size has to fit all.

The challenge (for every service-business) is that excellent service management begins with design.

The Bank of England base rate might be at historic lows but this holiday idea does not come without issues further down the line.