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In this week’s article I want to share an experience I had this week with Qantas at the Perth airport. Driving to the airport I remembered I had read on Facebook (I think, but don’t quote me) that Qantas are now weighing all passenger’s carry-on luggage for extra weight. I hadn’t experienced this in Melbourne…
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Often when I speak with CEO’s and leaders the topic of what I call ‘frequency of interaction’ comes up. What frequency do they have for what they are doing e.g., how often are they checking in on customers and their team, looking at progress, observing performance, giving feedback, particularly positive feedback (catching them doing it…
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I was thinking about this week’s article, what I what to share and what will provide thought-provoking questions at your end; what will engage you. I love what I do, but it is more important that the content of my article’s land with you. My intention is always to provide information that is based on…
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Over the last two week’s I have been thinking about culture, teams, customer service and of course loyalty. Fundamentally – engagement. Deciding what the culture of your company will look like is easy, right? Yet, ensuring the company culture is embraced, picked up, run with and demonstrated by every staff member, department and leader every…
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Recently I travelled to the US to work with a client, as always it is the experience of the journey in which I find my most relevant stories and there is always no coincidence. I tell a lot of stories and share my experiences to make a point, whilst working through research results that I…
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In last week’s article I discussed ‘Above The Line, Below The Line’ or ‘Victor over Victim’ as one of the most powerful models in my toolbox. My intention when teaching and leading the conversation is to create a listening of Ownership, Accountability and Responsibility, simple as that. When you read through last week’s article Above the Line,…
