Blog2020-09-14T16:41:17+10:00

Weekly Service Insights Blog Archive

Weekly Service Insights Blog Archive

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Praise For Better Service

June 23, 2020|

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 [...]

Moving From Control To Following Up

June 9, 2020|

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 [...]

A Meaningful Mindset

May 26, 2020|

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 [...]

Climb into the Customer’s Chair

October 24, 2019|

It is well known that Jeff Bezos, founder of Amazon, is service-minded in his approach to leading his people and his brand. One of his techniques is to place [...]

Inspiring Action in Service

October 10, 2019|

When working with leaders to explore ideal behaviours and actions of service teams, I get them to visualise what a ‘great’ service team looks like. We work though questions [...]

Call it Out

October 2, 2019|

When you work in a team, you are relying on those around you for support so you can be your best professional self. In my McDonalds days, it was [...]

We Convince by Our Presence

September 18, 2019|

Through learning the critical need to be more present in my life, I have seen the impact and effect it has had on shaping my friendships and relationships and [...]

Mechanics or Bus Drivers

August 6, 2019|

In a perfect world, you want the leaders who oversee your stores, branches, teams, business units to have a high level of skill and a great attitude that cultivates [...]

Nurture the Vital Few

August 1, 2019|

When a business comes to me and asks for help in delivering consistent quality service...... I always start with the leaders. Why? It works. The 80/20 rule (Pareto principle) [...]