Sensitive, vulnerable, scared, worried … if you have felt these emotions over the past nine months, then chances are your customers have too.If you work in business, then you are likely dealing with people, and dealing with people is not a matter of logic, but rather emotion. You may not know what your customers [...]
I have often tried to figure out what lead me to be passionate about delivering good service. Without trying to intellectualise it, I landed on the simple theory that it feels good to give to others. After all, service is about giving your attention, energy and time to others because you have chosen to [...]
As businesses re-evaluate their approach to customer service and what has changed for consumers and ways of doing business, perhaps turning back the clock, and dialing up the good old-fashioned manners is the first step for everyone to re-evaluate in their people. Undoubtedly, we all understand that there are different preferences in generations when [...]
It’s hard not to think about the quality of leadership these days. What is happening in our world is forcing us to pay attention to leadership styles more urgently than ever before—and the contrast between Leader Type A and Leader Type B is starkly obvious. Leader Type A is in it for themselves. They are [...]
Not everyone likes the road map they are given. I most certainly did not like the road map presented to me, as a lawful citizen, by the Premiere of Victoria, when he announced that stage 4 restrictions would be extended beyond the initial date. However, there is no denying that when you [...]
When I say consistency, what do you think? Same / same? Exactly the same? Always the same? Are you consistent in how you take care of yourself? (Exercise, sleep, food.) Is the quality of your work output consistent? Are your expectations of how people treat you consistent? What about consistency in the [...]
The world has changed forever. A death and rebirth process has taken place right before our very eyes. The death of the ‘old’ operating systems in business, education, health and society (the breaking down of structures that are no longer relevant) has given way to the birth of ‘new’ systems such as working from home, [...]
When we guide a Service Transformation journey with businesses, one of the key measures we focus on is: have people started to change their language? If you listen intently to the language used in meetings and corridor conversations, you can assume that the same language is being used with the customer. Last week, I spoke to [...]
If you experience lousy service, you might describe the person who served you as inattentive. If you experience a service that draws you in and makes you feel like you matter, you might describe the person who served you as devoted.The inattentive employee, who interacts with customers and colleagues, can be perceived as: bored, distracted, absent-minded and [...]
