About Niki Flood

This author has not yet filled in any details.
So far Niki Flood has created 23 blog entries.

Strengthen Your Mind, Strengthen Your Relationship

2017-09-26T09:11:37+00:00 July 18, 2017|

As a customer experience expert I have become a keen observer of people. One of the skills I have developed, over time, is being able to notice leaders in the service sector who are working mindfully. What does that look like? asking questions throughout the interaction paraphrasing important points that others make listening with [...]

The Head Count Conversation

2017-09-26T09:11:11+00:00 July 11, 2017|

During lunch today (at a café), I overheard two gentlemen talking. It was the very large A3 page that got my attention, as I tuned in (effectively eavesdropping, oops) to their conversation. It was a familiar conversation that I have conducted and participated in many times before; the head count conversation. Do we have [...]

Addicted To Telling

2017-09-26T09:10:03+00:00 June 20, 2017|

Why is it that the best leaders in any business are usually the ones asking all the questions? Initially you may think they are doing it to be annoying, maybe you think that they don’t know the answers? Lets look at a leader who does NOT ask questions. Leader 1: ‘You should move faster [...]

We Are Wired To Connect

2017-09-26T09:09:05+00:00 June 13, 2017|

I was chatting to a barista last week in the Virgin lounge who was multi-tasking beyond belief. He had a customer barking orders at him, whilst steaming milk, and giving direction to a fellow colleague. I asked him how does he remember all the orders that had just been given to him? His response [...]

Gurus of Service

2017-09-26T09:08:06+00:00 June 7, 2017|

I’ve been thinking a lot lately about how you gain knowledge in life, personally or professionally. Books, podcasts, stories, articles, gossiping, social media, research are all ways of providing information in the attempt to stimulate your thinking and teach you something, basically all summing up to be information taught by others. Alternatively experiential knowledge [...]

Who Are You Listening To?

2017-09-26T09:07:09+00:00 May 30, 2017|

The voice in my head, is it the same voice in your head? Probably not but I'm tipping it behaves the same as mine. There are days when my internal voice natters away at a rapid speed, sometimes louder than I'd like, it reminds me of an annoying mosquito that is buzzing around my [...]

The Weakest Link

2017-09-26T09:06:51+00:00 May 23, 2017|

It only takes one person to influence my decision as a customer when deciding to return or not. One person will give me a sense of how hard or easy it is to do business with your brand. One person will either make me feel appreciated or a burden. One person will determine if [...]

The Mirror Effect

2017-09-26T09:06:30+00:00 May 16, 2017|

I'm seeing more and more signs popping up in cafes and restaurants saying; ‘we will not serve you if you are on your mobile phone’. At first I was thinking – wow, they really are forgetting that the ‘customer is always right’. But then I thought – actually, what the management of these establishments [...]

Load More Posts