The Power of a Smile

2018-12-06T19:54:30+11:00November 27, 2018|

One of my favourite Chinese proverbs is ‘A man without a smiling face must not open a shop’. Amen to that. Surely that is the prerequisite to any business when you have humans serving humans? Yet we see so many people opening ‘their shops’ with little or no smiles on their faces. This makes [...]

The 3 non–negotiables that create a customer service mindset

2019-01-14T08:05:36+11:00November 14, 2018|

Studies have shown that only 10% of corporate training is effective, which means 90% is not. That’s terrifying. Why? Because companies have not laid the proper groundwork to make the most out of what is being taught. I use this same principle when approaching the need to create a service mindset in organisations that [...]