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Above the Line, Below the Line.

by Craig Cherry

We all have our toolbox, right? Without fail in every workshop with every client I lead a conversation ‘Above The Line, Below The Line’ or ‘Victor over Victim’. It is one of my most powerful models in my toolbox and my intention is to create a listening of Ownership, Accountability and Responsibility as I deliver their…

Price Is What You Pay. Value Is What You Get.

by Craig Cherry

Over the last few week’s I’ve been doing a lot of research around solar for our home. Once I completed my research, I then moved onto getting four different quotes. Two of which were referred from an expert, who writes about solar and all the lessons that you need to learn. I actually went on…

Variation Is The Key To Gaining Customer Appreciation

by Craig Cherry

I often talk about the impact of variation on the customer. My last blog looked at Specsavers a company that I experience as having very good systems and training and one that has low variation. Coles supermarket is a great example. They provide lots of ways you can finalise your purchase with them, you can…

Repetition Is Critical When Creating Great Customer Loyalty

by Craig Cherry

Last week I talked about a disappointing customer service experience with Jetstar, funnily enough I’ve had so much feedback to that blog. Sadly a lot of people said to me that they expect this sort of experience and when it leaves on time they think it’s good, talk about low expectations. This week I want…

I’m an Idiot!!!

by Craig Cherry

I had a voucher with Jetstar so instead of flying with Qantas or Virgin I decided to use it before the deadline, even though I have had some really bad previous experiences. Idiot! I got up at 5.45am to get to the flight because I thought it would be on time. Idiot! I checked in on time…

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

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…

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6 Actions To Improve Your Teams Engagement

October 20, 2020 By Craig Cherry

Reading this article will tell you the next steps to improve your employee engagement now that you have implemented your employee research program. If you have not researched your team I strongly recommend you read my last article 5 Actions To Discover Your Employee Engagement. 1. Workshop Research Findings With The Total Team Given there is…

Don’t Let Your System Destroy The Customer Experience

August 22, 2022 By Craig Cherry

Most business owners start up their businesses really well. They have done their homework; they understand that it’s the planning that is equally if not more important than their actual service. They have implemented the 85% of any outcome is achieved in the first 15% rule. They have spent time selecting their products and services and are…

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