I was standing, next in line, in a supermarket queue where two employees were having a great chat among themselves. They were warm, kind and displayed eye contact and open body language towards each other—they were even smiling. However, when they finished their chat, I was met with no eye contact, no smile, robotic [...]
Many employees approach customer service as a repetitive chore or task. Sad but true. So, as leaders, we have to make it fun, break up the monotony and get some dopamine running through our company’s culture. Last week, a client called to tell me about the ‘pop quiz competition’ they were running in their [...]
I often do a Yoga class, during the week, in the trendy, heavily populated café area of South Melbourne. I have been going to the same Yoga studio for seven years, and I know the streets and shops extremely well. So regardless of where I go for my coffee, I know I will most [...]
Often, I will walk into a café, store or restaurant and walk back out again because the energy isn’t right. It’s hard to describe, but it’s real, and I know you can relate to it too. It may be the staff facial expressions, the tone of voice I am hearing, the pace at which [...]
What exactly are we teaching people when it comes to customer service? For many of us, we are training people in the things we learnt when we were five years old: kindness, care, and curiosity. My five-year-old niece has these attributes down pat. She follows after her two-year-old sister sharing her fruit, holding her [...]
