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#customercare

Nobody cares how much you know, until they know how much you care

by Craig Cherry

Like many people, we recently had to go into quarantine as we recently moved interstate, and as much as this is something you don’t really want to do it, you just have no choice. What has surprised me the most about this experience is the level of care that has come from Tasmanian Health and…

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Moments Of Truth – leave a lasting positive impression on your customers

February 2, 2023 By Craig Cherry

During the last two weeks, I’ve stayed in two new hotels owned by a major hotel chain, possibly the largest hotel chain in the country, if not the world. My overall experience in each hotel was extremely different, highlighting the variation in staff training, on-job coaching and customer service standards. Clearly there has been a…

Variation is the Devil for Excellence in your business

March 12, 2021 By Craig Cherry

If you asked each individual leader within your team to go away and write down step by step exactly how they would deliver feedback. Do you know what they would come back and show you? Would they all say the same thing or would there be lots of differences (variation) In my experience working with leadership teams…

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Phone: +61 3 8822 3383
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