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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…
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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…
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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…
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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…
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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…
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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…
