Managing Expectations

Managing expectations isn’t always easy. So what can you do to manage your customers’ expectations? Have you ever had that experience on your birthday or Christmas when you’re all excited about opening a beautifully presented gift, only to find what’s inside is a real disappointment? Or you’ve waited patiently for the delivery of that new […]


Better teamwork to relieve the pressure With Christmas festivities only a matter of weeks’ away you may now be planning your staffing to ensure your customers get a consistent experience no matter how busy you are. Last week my tip was to upskill and cross train your team so they can cover each other when […]

How to attract, recruit and retain great staff

How to attract, recruit and retain great staff And it’s not just about pay and hours… You and I both know the quality of your team have a direct impact on your customers’ experience. But there’s also no getting away from the fact that many businesses are struggling with attracting and/or retaining good quality people. […]

Customer Service Week ideas

Customer Service Week This week is customer service week, and today is Customer Experience Day. Don’t ask me why the two events ended up falling in the same week, but it’s a good opportunity to raise awareness of customer service and the critical role the customer experience plays in running a successful business. For you, […]

Glass half full or glass half empty?

How employee engagement impacts When you get home from work how long does it normally take to sense what sort of mood everyone is in? If you’ve said “almost immediately”, you’ll find the same is true in the workplace. That is, everyone’s moods are evident to those around them – be they their manager or […]

Continuous improvements

Making Continuous Improvements When I’m working with clients on developing their service culture and refining their customer experience, it’s inevitable it’s going to involve making changes. It’s often been said, “the definition of insanity is doing the same thing over and over again and expecting a different result”,* These changes usually involve changes for team […]