Sue Shortland is senior lecturer in HRM, London Metropolitan University.David Mackey spent 19 years with Unisys prior to setting up his own consultancy. As a freelance trainer he has developed and delivered customised training for many large organisations. David's commercial experience was initially developed in the high-pressure environment of computer sales to international 'blue-chip' companies. David started his consultancy, Client & Customer Focus in 1993. The consultancy designs and facilitates programmes of business process and skill for client account management, sales, marketing, management and personal development.