One of my clients has a monthly pulse, which they share with the business nationally all the good news stories in service. This is a brilliant way to reinforce what good looks like in service interactions and is a sure way of positively shifting the dial in a service culture. I have seen customers behave [...]

I’m naturally positive and an upbeat kind of person. I have been looking for good service interactions since the beginning of the year and am encouraging those of you who take the time to read these blogs to look for the good in your organisations also. Remember; what you focus on grows. Alas, at times, [...]

Recently I have been paying attention to how much multi-tasking I am doing in a day. Most of us would pride ourselves with being able to multi-task; me included. What I am becoming acutely aware of is that although it may feel like I’m being uber productive and getting loads done, the task at hand [...]

Let’s great straight into this. The more I learn, the more I realise I have so much to learn. I don’t have all the answers and you don’t have all the answers but how wonderful is life, particularly at work, that we have the opportunity to grow and help develop others. Surely, we don’t assume [...]