Instil Best Practice Behaviour – some clips from a presentation
I delivered a presentation on How to Instil Best Practice Behaviour. These two videos are ...
Two things about failure we should accept
The other day, someone told me they don’t use the word ‘failure’ in their house. ...
The customer is always right. No they’re not.
Some customers are a little annoying The simple reality is some customers are a ...
How to give a good apology: a three-step formula
Apologizing is a tricky business In case you’re wondering, yes, I agree. We shouldn’t have ...
What to ask instead of: Where are you from?
Where are you from? and Where were you born? Have you ever heard someone ask ...
Nine handy hints for giving compliments and avoiding the pitfalls
It’s a tricky business Giving a compliment is easy, isn’t it? Well, yes. It is. ...
Best Practice Behaviour / Brilliant Customer Service
The six essential ingredients for delivering a brilliant customer experience. Have you got them covered?
I’m on holidays I couldn’t be happier. I’m on holidays and sitting in one of ...
If someone doesn’t ‘get’ what you’re talking about, do everyone a favour: say it’s your fault.
Trevor asked for a second chance My friend Trevor told me a story and it ...
Best Practice Behaviour / Work together in harmony
Things to avoid saying when suggesting an idea
Twenty odd years ago we had a rule for my team at work. It went ...
Best Practice Behaviour / Work together in harmony
Five ways to give people some acknowledgement and recognition
Giving acknowledgement is more than just a nice thing to do. Giving people some acknowledgement ...