Don’t ruin the surprise!

It’s my birthday today, and my husband is away, helping out a friend in France. I think it’s the first time in our 34 years of marriage we’ve not been together for at least some of the day on my birthday. When the phone rang yesterday morning, I answered it with my normal greeting “Good […]


How to Engage New Team Members

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 […]


Getting emotional

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 […]


Employee Recognition starts with Thank You

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 […]