I believe many businesses are sitting on a potential untapped goldmine. Most managers think of team development to achieve one of two things: to fix someone’s weaknesses as a way of grooming somebody for promotion Fixing faults v seeing strengths Rather than making everyone mediocre in everything by trying to fix weaknesses, by focusing on […]
Busy periods are great for business, but only if you maintain your customer service levels. Here are 10 tips to ensure you don’t let the bonus of being busy backfire.
I caught myself this week doing something I really should have delegated to someone else. Not only was this tying up my valuable time when I could be doing something only I can do; the person who should have done it would have done a better job, and quite possibly in half the time! Do you […]
One of my clients was telling me last week of her frustration when her team were reluctant to get involved in training. “They think they know it all already” she said. Have you ever experienced that too? I know I have. A big barrier to training, particularly customer service training or management skills, is when […]
When you’re a customer and want to make a complaint the last thing you want to hear is “I’ll have to go and get my manager…” Not only is it frustrating for you as the customer, it’s demeaning for the employee and time consuming of the manager. This week I’ve been training line managers, giving […]
Coaching in Complaint Handling When you’re a customer and want to make a complaint the last thing you want to hear is “I’ll have to go and get my manager…” Not only is it frustrating for you as the customer, it’s demeaning for the employee and time consuming of the manager. So what’s the process […]
If you’re like me you’ve probably already had half a dozen email declarations of love today from suppliers and those touting for your business. It happens every Valentine’s day, doesn’t it? I wonder if these businesses put the same amount of time and attention into declaring their love for their team. Unless your team feel […]
You are only as good as your weakest link. That means if you have just one person failing to deliver good customer service or giving a poor customer experience this will impact your customers perception of your business as a whole. And that person might not even be one of your own team. Any one […]
One of the biggest barriers I come across when I’m helping business owners develop their customer service culture or delivering customer service training is when people believe they don’t have enough time to devote to customers and delivering a memorable customer experience. In this short video I give some suggestions to help get over this.
I’m super excited to announce my book ‘Creating Service Superstars’ is now published. . It is a manager’s guide to building your team’s confidence, initiative and commitment to creating a memorable customer experience. I’ve kept it nice and short (69 pages) so it’s an easy read and hopefully doesn’t become one of those tomes gathering […]