You can tell a lot about a businesses service culture by the way employees treat each other internally: how people speak to one another, internal response times, and the levels of care and respect shown are reflections of how customers will be treated. As leaders, a smart and sustainable approach to better serving [...]
Do you remember the first time you learned to ride a bike? For me, it was the early eighties. Dad progressively helped me build confidence to ditch my training wheels and set me off on two wheels at the age of six. All was well until I needed to slow down and stop. [...]
It was 2017, the day after the Australian Open Men’s final. Roger Federer had taken the title yet again. It was an epic four-hour match and I was working behind the scenes serving the Federer team. The next morning - post-win - Federer was out on the court again. I learned that he was [...]
I recently read a blog by Seth Godin, Practical Elegance, where he suggests that customer service begins at the point of making a commitment to the experience long before something breaks or needs to be refunded. I liked Seth’s perspective as it is similar to the first habit, Choose to Serve, which we [...]
My partner and I are planning a staycation and making the most of our local area on the Mornington Peninsula over a four-day intentional break. We have agreed on two rules for the four days: No work (this includes laptops, gardening and housework). We are to only experience places we have never been to [...]
I am a hugger. I used to embrace most people I met with a hug. With social distancing in place, I find it hard to restrain myself. (Maybe those of you who don’t like hugs are secretly loving the change?) We don’t see as many handshakes in business meetings; we don’t [...]
As I sat to write this blog, I was interrupted three times. What normally takes me thirty minutes, took seventy-five. Here is why. According to an HBR article, you can’t multitask, so stop trying, it takes an average of 15 minutes to reorientate yourself to a primary task after a distraction, during which [...]
Periods of social distancing (in some parts of Australia more than others), last-minute border closures and people wearing masks are now part of our human experience. These events are more normal than not. Subtly, we are on high alert and, in some cases, we are scared of getting too close to people.Humans are not [...]
Costa (my partner) and I recently met at a pub prior to a dinner booking. We experienced great service from a lady who was very attentive and we were all on a first-name basis. After some time, she disappeared and we later discovered that her shift had ended. This left us with a subtle [...]
What may seem like an ordinary interaction to you, may be a highlight for someone else. Life is all about perspective and as we interact with others (forming relationships at work and in life), we are often reminded that to truly understand others we must learn to see things from a different perspective. When [...]
