Some days we are better leaders than other days. How convenient it would be if we could all be consistently great at how we show up, the energy we bring and the role model we play in our teams, organisations, communities, lives. How human of us not to be consistently great each day… it’s [...]
One of the most common questions I am asked when I meet a client for the first time is how do you measure service improvements? My answer is simple: you don’t; you maintain it. Service in business requires more maintenance than measurement. By this, I mean Breathe with it. (If you think about it, [...]
All organisations want service programs, and any level of investment in its people, to be long-lasting and sticky. In business, when training and development is treated as a valuable activity, it is usually because it has not dissolved after a few months of the initial hype, but rather the initiatives have created a step [...]
Leadership is about being consistent. It’s about consistently behaving and showing up as a role model whom others respect. Whether you realise it, with each interactions with your employees, you set the tone for the day, the shift, and the moment. In turn, this has a flow-on effect with your customers. According to an [...]
Do we reserve the right to refuse service to anyone? Last week I was shocked at the story that broke in the U.S. of Sarah Sanders, and her family, being kicked out of The Red Hen restaurant because she is on team Trump. When I read the article, it reminded me of a fickle [...]
