How Australian Unity Lead a Service Culture by Asking Great Questions

2019-01-15T20:07:14+11:00May 29, 2018|

When you have survived 175 years in business, it would be fair to say that you are good at keeping up with the needs of your members and the broader community, and that you’ve somehow maintained your relevance and connection to your customers. This is Australian Unity in a nutshell. The kookaburra on the [...]

Shallow Versus Rapid

2018-09-27T09:42:27+11:00May 15, 2018|

Think of a situation where you met someone for the first time in a social setting. How deep did you go in the conversation versus how shallow was the chit-chat? How quickly did you establish rapport, where you felt at ease and some trust began to build? You can feel it. You can tell [...]

Nurture the Vital Few

2018-09-27T09:42:27+11:00May 8, 2018|

When a business comes to me and asks for help in delivering consistent quality service...... I always start with the leaders. Why? It works. The 80/20 rule (Pareto principle) is derived from Italian economist Vilfredo Pareto who created a mathematical formula based on an observation that only a "vital few" of the peapods in [...]

Care More about Solutions

2018-09-27T09:42:27+11:00May 1, 2018|

When was the last time you made a complaint to a business about their service? I can’t share with you my most recent experience about wanting to complain, because I couldn’t actually find a way to contact the business to tell them of the complaint… but that’s another story. I’m interested in how people [...]