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 Customer Service 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 […]


Bouncing back

How’s your first day of the new term been? Is everyone firing all cylinders? Or is there a definite case of the post-holiday blues? There’ll be many cheering that the kids are back at school, but when you’re surrounded by those who are fed up, bored, or just generally wishing they were still lying on […]


Riding on the crest of a wave

I was hooked. And had far too many late nights. I simply loved the Olympics. Can you believe it? – 67 medals. Brilliant. Well done Team GB! Did you notice the euphoria as people realised their success? Did you see the pride on the athletes’ faces as they stepped up onto the podium and receive […]


What’s your commitment?

This week is customer service week. Customer Service Week, which is always the first full week in October, is an opportunity to raise awareness of customer service and the critical role it plays in running a successful business. For a businesses it creates the perfect opportunity to raise awareness within your own team of their […]


Hit the ground running

Your first day in any job can be daunting. It’s all new and can feel a bit lonely. Hardly the best place to be to give your best. So whether you’re taking on seasonal staff for the summer or full timers you want to do everything in your power so they can get off to […]