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.…
#customerloyaltybestpractice
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…
If In Doubt, Communicate.
If in doubt, communicate. It’s a rule I wish more businesses would take seriously because communication is about morethan information, it’s about respect. Especially when you’re delivering bad news, it’s alwaysbetter for your customers to hear it from you first so they don’t feel blindsided. That one principlewould have made all the difference in what…
The Power of Experiencing Coaching
You can transform your coaching and the effectiveness of your leadership in fifteen minutes. I do it in my workshops, and I always start with some facts of leadership, including: You need your people more than they need you. To prove it, I ask participants to imagine how effective their team would be working without…
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…