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 [...]

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 [...]

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 live and work in environments where we are distracted, exhausted, triggered and addicted—we are suffering. It is likely that this is affecting our state of awareness ‘in the [...]

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 [...]

As a leader most days you will witness an employee delivering service to a customer that has room to be much better.  If you witness an employee behaving in [...]

I have been mentoring a HR professional for several months now, and we have been working on the art of conversation and coaching. She is living in a typical [...]

The more I learn, the more I realise I have so much to learn. I don’t have all the answers and you don’t have all the answers but how [...]

Some days, we are better leaders than other days. How convenient it would be if we were consistent in how we show up, in the energy we bring and [...]

Australia, we need to use our hearts more. This is not a ‘nice to have’, this is a ‘matter of economic stability’. There is a multimillion dollar gap between [...]

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 [...]

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) [...]