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.…
#CustomerLoyalty
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…
How Who We Know Shapes Who We Are:
We like to believe we’re independent thinkers, steering our lives with intention. But so much of who we become is shaped by who we’re with. Unconsciously, quietly and consistently, thepeople around us either lift us or drain us. I was reminded of this last month on a retreat, surrounded by beautiful people who genuinelywant to…
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…
The Hitman Approach to Service Success
“10 out of 10 service” sounds simple. Deliver the same great experience every time, right? But the uncomfortable truth is that 10/10 isn’t a fixed standard, it’s a moving target. If you don’t learn to adapt your approach to each customer, you’ll miss the mark entirely. There’s a great example of this in the movie…