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 [...]

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 [...]

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 [...]

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 [...]

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, [...]

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 [...]

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 [...]

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, [...]

A few weeks ago, I was chatting with one of my mentors and expressing how unfamiliar life felt at the time: new routines, new pace and new ways of [...]

Last week I facilitated the final webinar in a 12 month Service Habits series. For the 90 leaders who dialed in, they felt it was one of the best [...]

Keeping up with the needs of employees and customers today is like keeping up with a changing weather system – it can turn at any moment. You can’t control [...]

Last weekend I had a contrasting service experience in the same store. It was my first time out in a retail store in several months, you can imagine I [...]