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#createthegapbridge the gap

Create the Gap, Bridge the Gap

by Craig Cherry

Train Those Standards & Procedures Into Your Teams There is no point having service standards if you don’t train them into teams. Behavioural training is often the best method as many people are unconscious about their own behaviour. We call this unconscious incompetence, see diagram below, training and feedback helps people move through the different steps.…

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Training That Changes Behaviour Back On The Job

April 5, 2022 By Craig Cherry

I’m happy to say I’ve been nice and busy working in-house with some of my great clients over the last weeks. While doing this one of my pet topics has come up again for discussion – how companies are doing their induction training and what’s the best way. What I find is there is not a lot…

Standing In The Shoes Of The Customer Creates Great Customer Loyalty

May 10, 2022 By Craig Cherry

From the moment you interact with a business, there are multiple touchpoints that occur.  These touchpoints are called ‘moments of truth.’ Moments of truth are interactions that occur that leave a lasting positive or negative impression on a customer.  If you think about an airline for example: you arrive at the airport, check-in, go to…

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