About Niki Flood

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So far Niki Flood has created 125 blog entries.

Sorry, Not Before 10:00am

2019-01-15T11:28:40+11:00January 8, 2019|

I’ve never been great at setting boundaries. Yet early last year, I began to notice that in the absence of boundaries I was creating stress, worry and uneasiness in my daily life. I wanted to change this. I reached out to my dear friend and soul sister Taryn Pieramati. Taryn is a personal energy [...]

Dive Right In

2019-01-15T11:31:20+11:00December 11, 2018|

We are in summer now, which means lots of swimming for me. I love to watch people enter the water, and I have noticed two types of approaches. One is the ‘slow, cautious’ approach. People think and psych themselves up for ages before they walk in until the water is up to their thighs. They [...]

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 [...]

Service is a Choice

2019-01-14T08:08:13+11:00October 30, 2018|

I was standing, next in line, in a supermarket queue where two employees were having a great chat among themselves. They were warm, kind and displayed eye contact and open body language towards each other—they were even smiling. However, when they finished their chat, I was met with no eye contact, no smile, robotic [...]

Make customer service fun

2019-01-14T08:09:17+11:00October 23, 2018|

Many employees approach customer service as a repetitive chore or task. Sad but true. So, as leaders, we have to make it fun, break up the monotony and get some dopamine running through our company’s culture. Last week, a client called to tell me about the ‘pop quiz competition’ they were running in their [...]