Putting Theory into Practice

In all my years as a trainer the number 1 mistake I see businesses making with their staff training is not doing enough to make an easy transition from theory to the real world. What takes place in the safety, and often false environment, of the training room can be very different from what happens […]


Just like any other week

Next week (2-6 October) is National Customer Service Week. Customer Service Week is the perfect opportunity to acknowledge the critical role customer service plays in running a successful business. Of course, customer service plays a vital role at any time of year, not just during customer service week. But if nothing else it provides the […]


If you don’t measure it how can you manage it?

As a business owner understandably you’re focused on sales and growth. Most business owners I work with are too. But I also see many letting money slip through their fingers unnoticed. Profits they could retain with a few simple steps. We’ve finally woken up to the benefits of having an engaged team yet evidence still shows […]


Sitting on a Goldmine

I believe many businesses are sitting on a potential untapped goldmine. Most managers think of team development to achieve one of two things: to fix someone’s weaknesses as a way of grooming somebody for promotion Fixing faults v seeing strengths Rather than making everyone mediocre in everything by trying to fix weaknesses, by focusing on […]


Learn to Let Go

I caught myself this week doing something I really should have delegated to someone else. Not only was this tying up my valuable time when I could be doing something only I can do; the person who should have done it would have done a better job, and quite possibly in half the time! Do you […]


But, I do that already!

One of my clients was telling me last week of her frustration when her team were reluctant to get involved in training.  “They think they know it all already” she said. Have you ever experienced that too? I know I have. A big barrier to training, particularly customer service training or management skills, is when […]


I’ll have to get my manager

When you’re a customer and want to make a complaint the last thing you want to hear is “I’ll have to go and get my manager…” Not only is it frustrating for you as the customer, it’s demeaning for the employee and time consuming of the manager. This week I’ve been training line managers, giving […]


Who handles your customer complaints?

Coaching in Complaint Handling When you’re a customer and want to make a complaint the last thing you want to hear is “I’ll have to go and get my manager…” Not only is it frustrating for you as the customer, it’s demeaning for the employee and time consuming of the manager. So what’s the process […]


10 ways to show your team some love

If you’re like me you’ve probably already had half a dozen email declarations of love today from suppliers and those touting for your business. It happens every Valentine’s day, doesn’t it? I wonder if these businesses put the same amount of time and attention into declaring their love for their team. Unless your team feel […]