Instil Best Practice Behaviour – some clips from a presentation
I delivered a presentation on How to Instil Best Practice Behaviour. These two videos are made up of some clips from it. The first...
Mark’s Blog
Two things about failure we should accept
The other day, someone told me they don't use the word 'failure' in their house. No one is ever a failure they said....
The customer is always right. No they’re not.
Some customers are a little annoying The simple reality is some customers are a little annoying and frustrating. Some can't make up their mind,...
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 to help people give a good apology. But the...
What to ask instead of: Where are you from?
Where are you from? and Where were you born? Have you ever heard someone ask ‘Where are you from?’ Or perhaps ‘Where were you...
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. But here’s the thing. If you’re not very careful...
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 my favourite cafes. And I’m looking forward to relaxing...
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 went like this: "Earlier in the week I was at...
Things to avoid saying when suggesting an idea
Twenty odd years ago we had a rule for my team at work. It went like this: “When we make a suggestion, put forward...
Five ways to give people some acknowledgement and recognition
Giving acknowledgement is more than just a nice thing to do. Giving people some acknowledgement - for their efforts, deeds and achievements, for their...
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