Australia, we need to use our hearts more. This is not a ‘nice to have’, this is a ‘matter of economic stability’. There is a multimillion dollar gap between the skills needed for the future and the number of people with those ‘skills’. The Australian economy is suffering a shortage of customer service skills [...]
In a perfect world, you want the leaders who oversee your stores, branches, teams, business units to have a high level of skill and a great attitude that cultivates a healthy culture for the team. BUT, if you had to make a choice to have a leader who had the technical capability to do [...]
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 [...]
