Engage your Team (and customers) by Marking Milestones Can you remember what you were doing on the night of 20/21st July 1969? I can, as I’m sure you can too if you are my age or older, as, like billions of others, I was sitting with my brothers watching in awe as Neil Armstrong and […]
What a fabulous weekend we had for sport! Although we did have a conflict in the Cooper household, which resulted in Formula 1 in one room, and tennis in another. Sorry, if you’re a cricket fan, that didn’t get a look in! Thinking back, is there anything we can learn from Federer and Djokovic in […]
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 […]
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 […]
"Stop letting your customers walk away"
Download my free book
"The 7 Common Profit Plundering Service Pitfalls that Unwittingly Leave Customers Feeling Unimpressed, Uninspired & Unloved"