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 […]
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. […]
So here we are at the end of the first full week back to normal after all the festivities. How good has employee productivity been so far? As a business owner you’ve probably plans, hopes or dreams for the year ahead. But for some, being back at work in January doesn’t always have the same attraction. […]
21 customer service training ideas to help freshen up your refreshers If January is a quieter month for you now might the time to address your refresher training. Refresher training is important in any area, and customer service is no exception. Without reminders it’s easy for service to stagnate and standards to slip. Consistency in […]
Complaint handling – It’s all too easy to wait until something has gone wrong to discover your team are not that confident or competent in dealing with complaints, only to end up with a niggling customer complaint escalating into a major problem. That’s because it’s all too easy to let these proactive (big rocks) shift down […]
Customer Retention and Employee Retention post-Christmas I know planning for next Christmas (or any other busy period) is probably the last thing on your mind just now. But if we don’t take stock now of how this year has gone, we’ll be missing out on the opportunity to learn from the experience. Don’t kid yourself […]
Getting the best from your seasonal team When Christmas is an exceptionally busy time for your business this of course presents a huge opportunity for you. But if you’re left with insufficient manpower, or temporary staff who simply aren’t up to the job, this can leave your existing team stretched and unable to meet your […]
We are surrounded by things that impact our emotional state or mood. These are so easily picked up by customers, and contributes to how our service culture is perceived
Since my arm came out of plaster (following my mountain bike accident in July) I’ve been having weekly sessions with an occupational therapist to help get the strength and mobility back in my wrist and hand. It’s been a long, slow process, but on each visit I’ve made incremental improvements. As you can imagine, some […]
It’s always useful to consider things from other people’s perspectives. Whether that is getting commitment from team members, dealing with customers, or merely seeking ideas or solutions to problems.
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