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 [...]
These current times can result in you putting YOU last: home-schooling, supporting colleagues, supporting family members who are doing it tough, trying to keep your sh!t together etc. It creeps up on you—subtly. It gains momentum over weeks and months. Eventually, you realise that your own cup is empty and you feel depleted from [...]
Leadership as a role and responsibility is a privilege and, therefore, it pays to be conscious about how you serve those you lead. I have been watching business leaders across Australia adding to the daily noise about our health crisis by delivering strong narratives around the COVID vaccine. Regardless of what is right or [...]
With the Australian Prime Minister announcing, ‘One million doses of hope’ in the weekend paper, a thought crossed my mind, how much hope are we placing on one solution? Hope is important and it comes in many shapes and sizes. It’s not about waiting for one solution. Rather than placing all our eggs in [...]
In recent COVID news updates, NSW officials told people to not to stop and say hello to their neighbour in the supermarket. ‘Now is not the time to be friendly.’ ‘Don’t start up a conversation.’ ‘Do not come into contact with anyone else.’ Have we completely lost our way? Have we let our fear [...]
In 2005, my career took an exciting turn. I was in London working for the leadership team in charge of mobilising the rebuild of Wembley National Stadium. At the time, it was to be the biggest arena in the world with 100,000 seats in the stadium and corporate dining that would accommodate up [...]
What are you wearing right now? Don’t judge—just be objective for a moment. Is what you are wearing right now making you feel professional, productive and powerful?Over the past year, I’ve been thinking a lot about how what we wear affects how we think. As professionals, does what we wear send a message [...]
