About Kelly

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So far Kelly has created 49 blog entries.

Customers Behaving Badly

2020-11-09T15:15:22+11:00November 10, 2020|

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 [...]

What’s To Gain From Service

2020-10-26T09:59:10+11:00October 27, 2020|

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 [...]

Good Old-Fashioned Manners Post Pandemic Critical In Customer Service More Than Ever Before?

2020-10-12T19:32:03+11:00October 13, 2020|

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 [...]

To Lead Is To Serve

2020-09-25T17:35:25+10:00September 29, 2020|

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 [...]

Leaders In Service Need A Road Map

2020-09-14T09:53:37+10:00September 14, 2020|

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 [...]


2020-09-02T09:04:53+10:00September 1, 2020|

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 101s Of Service

2020-08-17T11:28:07+10:00August 18, 2020|

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, [...]

Attention Training For Extraordinary Service

2020-07-18T13:04:13+10:00July 21, 2020|

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 [...]

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