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.…
#customerexperience
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…
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…
Research Is The Reality Check We All Need
In business, research has become my thing. It’s what I bring into an organisation to fuel the transformation that happens through my training and coaching. But lately I’ve started bringing it into my personal life through the local organisation that I’m involved in, and I’ve realised something big: research is the reality check we all…
The Three Circles That Drive 10/10
Delivering 10/10 isn’t about being perfect – it’s about knowing where you can grow. Our three‑circle model of empathy, self‑awareness and connection shows you exactly that. Strengthen one circle and the whole experience improves helping you deliver 10/10, in your work and even your personal relationships. Last month, during a workshop I handed out the…