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 […]


You’re only as good as your weakest link

You are only as good as your weakest link. That means if you have just one person failing to deliver good customer service or giving a poor customer experience this will impact your customers perception of your business as a whole. And that person might not even be one of your own team. Any one […]


No time for customers?

One of the biggest barriers I come across when I’m helping business owners develop their customer service culture or delivering customer service training is when people believe they don’t have enough time to devote to customers and delivering a memorable customer experience. In this short video I give some suggestions to help get over this.


Creating Service Superstars

I’m super excited to announce my book ‘Creating Service Superstars’ is now published. . It is a manager’s guide to building your team’s confidence, initiative and commitment to creating a memorable customer experience. I’ve kept it nice and short (69 pages) so it’s an easy read and hopefully doesn’t become one of those tomes gathering […]


3 things to do today to get 2017 off to a flying start

Here’s  a short video with 3 things you can be doing this week to get your team engaged, enthused and energised for the year ahead and get 2017 off to a brilliant start. If you get them engaged now and show you are enthusiastic about the year ahead this will rub off on your team and […]


6 ways to show your gratitude

Christmas is a time of showing our gratitude – not that you shouldn’t be doing this all year round of course – to our team. Unless your team feel valued and loved they’re not likely to give their best and to deliver the type of customer experience either you or your customers expect. So how […]


Valuing your Values

Your values are your way of saying “this is what’s important to us”. They represent a way to share beliefs that define your culture. When we talk about customer service values it’s a way of describing what we see as important in how we treat our customers. Of course your customer service values must tie in […]


What great looks like

I was reminded again this week of the importance of defining the experience you want to create for your customers. When I start working with a business I often find they don’t have any clearly defined ideas of what good service looks like; they just know they’ll recognise it when they see it. This isn’t […]