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 [...]

My partner and I have just discovered a fabulous ramen restaurant on Russell Street. Mr Yoshimura (the founder), is the ‘Ramen Champion’— a title he has held for multiple years—and his shop in Singapore once sold over 100,000 bowls of ramen within a year. That’s a lot of noodles. This got me thinking [...]

Last week, I had a few personal appointments to get to. I needed help with my hair, my back and my teeth. Yup, it was a week of self-care. I have been a loyal customer of my hairdresser, chiropractor and dentist for more than a decade and I am extremely confident in each of [...]

The aim of customer service is to remove people’s barriers and leave them better than when you found them. In simple terms: be helpful. A client of mine—who works for a stadium—shared a story about how she helped a customer (an elderly lady) to scan a QR code when she visited the stadium. [...]

Last week, my team and I found ourselves in an uncontrollable situation. We had very little influence over every challenge that was thrown our way, and we certainly didn’t have control. I won’t bore you with the details but let’s just say it involved travel, Covid tests and threatening border closures. I made decisions [...]

If you walk into a restaurant, a retail store, any sporting or entertainment venue or if you travel to places where people gather, chances are you will be greeted by a big square box. In many cases, our friendly first impressions have been replaced by a finger pointing towards a QR code. Scan [...]

Employees who feel well are more likely to delight a customer.   Wellbeing is the experience of health, happiness and prosperity. It includes good mental health, high life satisfaction, a sense of meaning and purpose, and the ability to manage stress. More generally, wellbeing is just feeling well.    In the past twelve months, employee wellbeing [...]

The team and I are often asked how much should be spent on customer service training. To start, the amount you spend on training will depend on your business needs and budget, but there is a guideline, per employee, which I will share in response to this great question. I should declare up front [...]