A customer, a colleague, a 50-year-old, a 23 year old, a person who grew up in the country, a person who grew up in the city, someone who is street wise, someone who is academic……. when you strip it all away, every human you come across desire the same things. Do you see me? [...]
Jaq’s Service Habits Journal The number one question I get asked by companies is; how do you create consistency in service? My immediate response to that question is; have you defined your values and service behaviours? According to corporate anthropologist Michael Henderson, when you’re part of a team with clearly defined values and behavior’s, [...]
Jaq’s Service Habits in practice Last week I delivered 5 workshops and met 185 leaders from various organisations and industries. I got to see first hand how the individuals in organisations treated one another behind the scenes when the customer is not watching. You can tell a lot about an organisation by the way [...]
Your ability to give people undivided attention is a matter of the mind first, before you blame external distractions or outside influences. There are two barriers that you face which compromise your ability to give people your full attention in a way that makes them feel important and both of these barriers come from [...]
One of the things that gets in the way for people in service roles delivering stand out service, is they get stuck in their heads, doing far more unnecessary thinking than they need to. The busy mind is often described as ‘The Monkey Mind’. The Monkey Mind is addicted to doing, to thinking and [...]
How would it feel if your partner or best friend came to you one day and said; I am 99% committed to you. It would feel odd, and you would be left wondering why only 99%? If you felt that you were important to you then you would be wanting more. At first, 99% [...]
Firstly, I would like to take the opportunity to thank each and every one of you for reading the blogs I have written this year, sharing your thoughts and contributions, and I wish you and your families a safe and joyous Christmas period. It’s a funny time of year, isn’t it? The festive season [...]
Typically, this time of year is crazy busy for people, and for most service professionals, heading towards the end of the year and summer holidays is a peak period. Its during moments of stress and busyness that our behaviours are amplified. I recently took a phone call from a distraught employee who works in [...]
Keeping up with the needs of employees and customers today is like keeping up with a changing weather system – it can turn at any moment. Employees want employers to serve them with excellent employee benefits, working conditions, opportunities for growth and development, and provide them with a workplace that is positive and supportive [...]
Recently, I was at a hotel to deliver a workshop. I had planned to eat lunch beforehand. My colleague and I arrived at the onsite restaurant 15 minutes before lunch was being served. The service attendant reluctantly let us in early to sit in the dining area. For those 15 minutes, we were ignored. [...]
