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In last week’s article, Good Finding – looking for the good I discussed my feedback model and the importance of looking for the positive more than the negative and to also praise effort. There’s another part to this story which you may have heard before, but I believe it’s important to revisit. When I was a…
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I was reminded recently of an experience I had many years ago, which may also ring true for you.Here’s how it goes. I was working in a large organisation in New Zealand, as the training manager of the company, we were doing some fantastic work and unexpectedly, I got a message from the secretary of…
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We are hearing a lot about employee engagement at the moment in particular, the amount of people not only changing jobs, but changing careers. I was speaking to a group of 18 CEO’s recently and the burning issues they wanted to discuss were the increase in people leaving their companies, managing performance of those still…
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This week I’m asking myself WHY? WHY, is it that I am constantly told by friends and colleagues that I should work with this company or that company because as customers they experience a massive variation in the customer service they receive? WHY? Do I get told about this massive variation between stores within the…
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I often write about handling more difficult situations like my recent airline blog, Standing In The Shoes Of The Customer Creates Great Customer Loyalty but then you feel frustration when the basics are not done as happened to me last week. Whenever this happens, I look at why. You can blame the person who served you, but…
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As a Customer Loyalty Expert, Speaker, Trainer, Coach, Business Mentor and Mentor at Thought Leaders Business School where one of our values is to ‘Do work you love, with people you like, the way you want’ it would be remiss of me not to take the opportunity to give a shout out to CUB.CLUB Australia’s members…
