October 2009 was a record month for the business in all of our Key Performance Areas, namely Sales, Turnover, Client Retention and Profit.

This is of course a team effort with everyone playing their part in this continued success. Every contact with the customer or potential customer is important - we follow the Scandinavian SAS Airlines model on this - let me explain a little further:

"The term 'Moment of Truth' was coined by Jan Carlzon, who managed the Scandinavian SAS Airlines. He used the term to mean those moments in which important brand impressions are formed and where there is significant opportunity for good or bad impressions to be made.

Moments of Truth often happen when they are not thought to occur, in odd interfaces with staff and moments with products. First impressions are often critical moments. When customers have certain expectations and they are disappointed, then they can form very negative impressions or feel a sense of betrayal that sends them into destructive desires for retribution."

So - there you have it - every minute at work is important - if we keep doing the basics right we should announce many record months and years !