But, I do that already!

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 […]


I’ll have to get my manager

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 […]


Who handles your customer complaints?

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 […]


10 ways to show your team some love

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’re only as good as your weakest link

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 […]


No time for customers?

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.


Creating Service Superstars

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 […]


3 things to do today to get 2017 off to a flying start

Here’s  a short video with 3 things you can be doing this week to get your team engaged, enthused and energised for the year ahead and get 2017 off to a brilliant start. If you get them engaged now and show you are enthusiastic about the year ahead this will rub off on your team and […]


6 ways to show your gratitude

Christmas is a time of showing our gratitude – not that you shouldn’t be doing this all year round of course – to our team. Unless your team feel valued and loved they’re not likely to give their best and to deliver the type of customer experience either you or your customers expect. So how […]