Developing unconscious competence When we learn we start at unconscious incompetence, working through conscious incompetence and conscious competence towards unconscious competence. Last week I was reviewing progress as a result of some training I’ve been conducting with some managers – helping them get the best from their team, who are all customer facing. I love […]
Conducting effective 1:1 meetings Conducting effective 1-1 meetings is an essential skills for any manager. Never under estimate the impact of sitting down regularly with each member of staff on a one to one basis. Whether you call them “one to one meetings”, “reviews” or simply “chats” really doesn’t matter; the important thing is that […]
Engaging and motivating your team on their return from their Christmas break When you get home from work can you normally sense what sort of mood everyone else is in? Even when no words are spoken it’s usually pretty easy to tell. Our moods and emotions are usually evident to others from our expressions, behaviours […]
A different way to approach your staff training and development As we approach January, this is often a time to catch up on staff training. Most managers think of staff training and team development to achieve one of two things: to fix someone’s weaknesses as a way of grooming somebody for promotion But there’s an […]
Here’s an exercise you can carry out with your team to recognise their strengths. First, make a list of the members of your team and consider each one personally: What is he/she really good at? What does he/she love to do? When do you see him/her working really well? What is his/her greatest talent? What […]
Why you need to earn trust According to a recent Harvard Review Survey 58 percent or people say they trust strangers more than their own boss. This is truly shocking. If your team don’t trust you, imagine what impact that can have on their performance, your staff turnover, your customers’ experience and your bottom line. If you […]
Maintaining service standards when busy Maintaining service standards when you’re busy is just as important as it is at any other time. Is a customer any less important to you when you’re busy than when you’re quiet? They certainly shouldn’t be; and from the customer’s perspective, they expect to get the same positive customer experience when […]
Keeping your team engaged over Christmas, and keeping your customers happy too! If you run a business that depends heavily on Christmas trade (or have peaks of activity at any time of year) a lot will hang on how good your customers’ experience during this time. And if your team are feeling the pressure, if […]
Service Recovery One frosty morning a few weeks ago I was driving to an early morning meeting. I’d negotiated the local country lanes without incident, but just after joining the main road my car went sliding into a skid. Thankfully nothing was coming in the opposite direction and I recovered the situation and regained control. […]
How to handle customer feedback and avoid adverse reviews. Are you listening to customer feedback? Last week someone posted on LinkedIn a cringe-worthy letter she’s been sent by the CEO of an airline following her complaint at having to wait 11 months for a refund, with no apology, no empathy and no acknowledgement. Although not […]
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