Prefer to listen? Press play below. I was parked at a red traffic light, minding my own business, when a van with a big tow bar decided to throw itself into reverse and back right into my car. Of course, this happened when I was making my way to deliver a keynote [...]

Prefer to listen? Press play below: Asking for help has been an area of focus for me over the years. Asking for help from my partner, friends, my team, mentors, a stranger… from the universe – whether for something small or something large, it has always felt a bit unfamiliar and uncomfortable [...]

Prefer to listen? Click play below: Be honest, go on – at some point, you have stopped shopping with a brand because of one staff member who didn’t say the right thing, didn’t make you feel the right way or just didn’t give you the service experience you were hoping for. I [...]

Prefer to listen? Press play below: I used to be someone who turned on the radio first thing in the morning, had the TV on in the background when I was home alone, and scrolled through socials when bored. I’m not sure, 10 years ago, whether I was even aware of the [...]

Prefer to listen? Press play below: Last year, we had a ServiceQ team strategy day, which my mentor Peter Cook brilliantly facilitated for us. It was a superb day, facilitated with much thoughtfulness and care, and I was grateful to be a part of it with my team. Pete took us [...]

Like many people over summer, I caught a summer flu/virus. Let’s not get hung up on what it was or the name of the virus – no need to identify with it. As with any sort of discomfort or dis-ease, it’s always better when you’re on the other side of it. I can be [...]

In the past few weeks, I’ve received several emails saying something like this: “I need to cancel our meeting today – we’re eight staff short due to COVID and things are chaotic here.” It’s everywhere. Domestic airlines cutting capacity by a third, hospitality owners unable to open their doors or operate at full capacity [...]

Feeling socially awkward, a little unsure about how to behave or act in public… yep that’s what a loooong time in lockdown will do to you! We reckon that customer service staff who have been off work for lengthy periods of time might also feel a little strange working closely with humans again. Let’s [...]

It is human to be inconsistent, have days where we feel a bit ‘off’ and days where we feel ‘on’. Maintaining excellent customer service, humans serving humans, will always run the risk of inconsistencies showing up in service interactions, therefore excellent customer service is an intentional, relentless practice. There isn’t one touch point or [...]

If you’re working in a fast-paced environment where you are serving people all day (whether internal or external customers), chances are you have a busy mind, particularly when you serve people, your mind is scattered, unfocused, paying 100 per cent attention to something else. A busy mind is often termed the ‘monkey mind’. It [...]