Monthly Archives: February 2019

What’s Makes Them Tick?

When I ask managers what’s important to their team members it’s usually quite revealing when I get an all too common responses of “money and a quiet life”, or “I don’t know what makes them tick”.

The former might sometimes be the case to an extent, but sadly it’s often an assumption. The only reason managers don’t understand this is because they’ve never asked the question. They then wonder why they have a problem with employee retention!

Spending time with team members and finding out what’s important to them is just as important as you or your team spending time with customers, finding out their needs.

Ask what they enjoy about certain tasks and why; how they feel about particular aspects of their job. Conversely ask about the things that disappoint or frustrate them, and what they’d change if they could.

Whilst some love the sense of achievement or recognition others get a buzz from supporting others. Some love to have their say and see their ideas put into practice, whilst others are happiest when they’re learning or being stretched.

Finding out about what people value outside work as well as in work can often be an insight. Ask casually about their weekend or what they have planned for the evening ahead or their day off, and show an interest in what they get up to in their spare time.

Talking about interests amongst the team can be useful for you, but can also elicit a sense of pride in the things they do outside work and helps each of your team understand what’s important to their fellow team members.

So what?

But, how does knowing what’s important to someone outside work help you with employee retention or engagement, or help them in work? Obviously it’s not going to be possible to have them practising their hobbies all day long!

But by looking at the attributes and skills for their activities when they’re away from work can give us an inkling as to where their strengths lie and clues on how these can be applied in the workplace.

For example, do they have a creative streak in them; do they get involved with highly competitive sports or activities; do they have a role of helping the community, supporting and caring.

Of course, it won’t always be practical or possible to fully incorporate their interests but if you aim to do this wherever you can you’ll soon start to get the best from the team, which will invariably have a knock-on effect on customers too, notwithstanding making your life easier into the bargain!

So, stop trying to suss out what makes team members tick. Ask them!


A Crazy Commitment

Creating a Service Culture

If you’ve been following me for any length of time you’ll know I love sharing ideas and tips to help you engage your team and/or make your customers experience even better.

So earlier this week I made a crazy commitment…

That I would share a video a day for 26 days on my A-Z of Creating a Service Culture.

So we are up to the letter C.

Which means only another 23 to go!

You can view the latest video here.


It’s short and sweet (just 2 minutes and 28 seconds to be precise).

If you enjoy the video please leave a comment or feel free to ask a question or add your own tips!

You can view the full series on my A-Z of Creating a Service Culture by subscribing to my YouTube channel here



Delivering Customer Service Skills in House

customer service skills

I sometimes hear managers and even business owners commenting: “What’s the point in training people if they then leave?

They might also ask the question the other way round, and ask “What if I don’t train them and they stay”!

A lack of investment in your team might even be the very reason they leave.

When it comes to core skills such as customer service skills, having the resources to deliver your training in-house means that you get a far greater return on investment.

What this means to you is…

Far greater flexibility to:

  • Tailor the content to reflect your own challenges
  • Deliver the content in short sharp sessions to maintain participants’ interest, and suit your own schedules
  • Personalise or brand the content and materials to match your internal image and service culture
  • Develop the material to use as and when you need a top up
  • Keep all your new starters up to the same standard as everyone else to maintain your customer service skills standards

You can involve your management team in the training which means:

  • They have a vested interest in seeing it implemented
  • It’s fantastic development of their day to day leadership skills
  • It raises their profile and respect from their team
  • You get consistent messages
  • It’s easier to relate the training to people’s individual roles

And importantly it means your training budget goes so much further!

Developing Service Superstars gives you just that. It’s a ready-made customer service skills training programme giving you everything you need to get started on delivering your own customer service skills training. tomorrow

In short, it’s ideal if you want to deliver your own customer service skills training in-house but don’t have time to create a programme from scratch. So you save time, money and effort on course development

Ensuring you still get the training delivered, enabling you and your team to develop excellent customer service skills and deliver memorable customer experiences every day.

Plus, if you sign up to the programme by midnight on 5th February you will receive my special bonuses which will give you a massive head start in delivering the training and seeing the results.

So if this sounds appealing head on over here to learn more.