Does your team need your direction all the time? Have you ever noticed how those people who constantly look to you to solve the slightest problem or to make the easiest of decisions, seem to manage fine when you are away for a day or two, or even a few hours? Having to deal with […]
Can we really learn from mistakes? Well, yes. Providing we’re able to spot the mistake, make the effort to understand the mistake and be open to learning from it. And the same applies with your team. Let me explain… A few weeks’ ago, I was at a conference and one of the talks was on […]
Employee Engagement Starts Here Nearly every business owner I know lists recruiting and retaining good staff high on their list of priorities. Having gone to the effort and expense of finding a good fit, don’t waste this by poor induction. Many hospitality, leisure and tourism businesses will be taking on seasonal staff now. Maybe you […]
Why Emotions Matter to your Customer Experience Last week was full of emotions for me. Tuesday marked the 25th anniversary of my mother’s death, Wednesday would have been my father’s 90th birthday and of course Thursday commemorated D-Day. Who couldn’t fail to be moved by some of the incredible stories told by the veterans? But […]
Here are my before, during and after tips the giving effective feedback.
On one of the workshops I was delivering last week we were discussing the use of positive language. One of my pet hates is the response “no problem”. So we got into a discussion on why “No problem” is a problem… Firstly, our brains are not very good at processing negatives. So, if we tell […]
78% of employees don’t feel recognised! That’s according to Debra Corey – one of the many interesting speakers at last week’s “The Caterer People Summit”. That’s a pretty shocking – and sad – statistic. She also cited of the money spent on employee recognition, 87% is spent on recognising long service (which is unlikely to […]
One of the workshops I was delivering last week was for a group of new supervisors. I love delivering this type of training, particularly when the participants are so eager to learn. One of the things we discussed was the importance of consistency. It’s so easy in an environment where people work different shifts to […]
How to prepare and engage your team for customer service training I’m just putting together the finishing touches for two customer service training workshops I am delivering next week. But I can’t do this alone. When carrying out any training – customer service training or otherwise – what happens before and after is just as […]
Complaint Handling is an essential skill for customer facing team members. We’ve all heard it haven’t we “I’m sorry, I don’t have the authority to do that; I’ll need to get my manager.” It’s certainly frustrating for a customer, but also demotivating for a team member knowing that they can’t resolve the problem even if […]
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