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 [...]
It feels like there is a wave of organisations out there now seeking guidance and support around how to go about addressing the quality of service in their businesses. Great. When I mentor individuals and organisations on their service journey, often they themselves are getting in the way of moving forward and lifting the [...]
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 [...]
Here is a helping hand for those trying to have business cases and budgets approved for developing their service teams in the New Year. The scenario goes: Client: Jaquie, why should we bother developing people in service roles? Does it really pay back? Jaquie: Here are five reasons why: 1. Staff members, who are [...]
