It is well known that Jeff Bezos, founder of Amazon, is service-minded in his approach to leading his people and his brand. One of his techniques is to place the customer in the centre of all meetings and conversations. This is called the empty chair technique. Bezos places an empty chair in the middle of [...]
When working with leaders to explore ideal behaviours and actions of service teams, I get them to visualise what a ‘great’ service team looks like. We work though questions such as: What is the team doing? What is the team saying? How does the team look? Then we run this activity to determine what [...]
When you work in a team, you are relying on those around you for support so you can be your best professional self. In my McDonalds days, it was critical that everyone knew their role. Each person had to perform a specific role that impacted the success or failure of the rest of the [...]
