Recently a new client of mine said “Jaquie, we believe in our own BS.” It took courage for him to say that, but it was the first step to getting clear on what was real and what was not. I can smell it a mile away. You know, when people talk about something, but they [...]

It’s easy to get caught up in the doing. Last year, I worked with a senior executive; let’s call him Michael – who had received feedback from his peers that he had been wearing his title on his sleeve in a way that was seen as a power play.   Michael’s feedback indicated that he [...]

There is no place for rhetorical questions in customer service Last week I travelled through a domestic airport, nursing a nasty head cold. The typical customer journey at an airport includes going through the security checkpoints, which involves interacting with multiple staff before eventually getting to your seat on the aircraft. Like most of us [...]

I sat starry-eyed and on the edge of my seat in the front row to hear from the CEO of an organisation. I wanted to be inspired, motivated and made to feel like I was part of a great culture. Unfortunately, as he began to address the team, I immediately sensed a lack of sincerity. [...]