What’s your last impression…? You’ve had a fantastic time. You’ve been well cared for, attended to with fantastic hospitality. Your meal, stay or day out was wonderful, the atmosphere was relaxed and all your friends and family have had a good time. But then they fall at the final fence… It’s time to go home […]
Dealing with poor performance is a bit like picking up acorns What have acorns and dealing with poor performance have in common? Most people who know me, know I love my garden. I can happily while away hours pottering in the garden, and my idea of a good workout is a good bit of digging […]
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 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, […]
Why not do something about it (i.e. the customer journey) then! I’m just back from a walking holiday in Spain. A good hotel with great food. But so many niggling things that let it down. Whilst out walking it might be OK to take the scenic route, but as a customer you want things to […]
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 […]
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 […]
Normal (Customer) Service is resumed. Is it back to business as usual this week? Whether you’re drawing breath at the end of your busiest season, or just back from your well-earned summer break it’s all too easy to drift back into things without much focus or purpose. Which inevitably has an impact on employee engagement, […]
Build rapport using names Do you remember the TV series Cheers? And the theme tune “… where everyone knows your name” Using someone’s name is a powerful way to build rapport. According to Dale Carnegie, author of “How to Win Friends and Influence People” “… any person’s name is, to that person, the sweetest and […]
Make briefings part of your service culture Have you noticed how often in successful sports teams you get to see the whole team huddle together for a quick team talk? Is this just something that’s relevant to sports? No, of course not. When I’m consulting with businesses assisting them with upping their customer experience or […]
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