I’ve been thinking a lot lately about waiting – not the time itself, but the experience of it. Because the truth is, the same five minutes can feel different, depending entirely on how it’s handled. And once you see it, you can’t unsee it. Amusement parks, traffic lights and customer service all run on the same psychology.…
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The Courage to Be Curious:
“In school, we’re rewarded for having the answer, not for asking a good question,” Warren Berger writes. And he’s right. Kids start off asking endless “why” and “what if” questions… until slowly that curiosity gets replaced with the fear of looking like we don’t know. But here’s the truth most adults forget: real learning starts with…
Near Enough Is Never Good Enough
In every organisation, there’s a momentwhere you realise that “near enough is good enough” has quietly become the norm. I saw it firsthand in the theatre company I’m involved with. For years, productions were rated as “fine.” The audience weren’t unhappy – but they weren’t rushing out to tell their friends either. And some people…
Presence Is The First Step Of Service
Presence is the first step of service because you can’t help someone you haven’t noticed. I recently stayed in a hotel and had dinner in the restaurant, walking in and stopping at the “Please wait to be seated” sign. I stood there and waited. And waited. Eventually, a staff member who was setting some tables noticed me…
Willpower Isn’t the Problem
I love games. I play Monopoly Deal with my wife every morning – even though she somehow gets every good card and I get absolutely nothing 😂. If I could, I’d play pickleball every day. If you ask me to play some backyard cricket or ping pong, I’ll say yes before you finish the sentence.…
A Lesson In Complete Customer Experience
Peppers Silo Hotel in Launceston is a ten‑out‑of‑ten experience from the moment you arrive to the moment you leave. No “it was good, but…” No compensating for one weak spot with another strength. Just excellence, end to end. My wife and I drive two hours from Hobart to stay there, and it’s worth it every…