I know I bang on about the importance of consistency in delivering world class customer service… and the reason that I do bang on about it is that FAILURE to deliver occurs when we have inconsistency. Whether we’re talking about a business delivering great customer...
I always wonder when I see people doing things poorly why they persist at trying to work things out for themselves, when a better way is often more easily available. And to find that better way, all these people need to do, is ask. The trouble is that a lot of the...
A team is a unit. It’s not an aggregation of stars. A champion team will always beat a team of champions. In sports, the team with the best defence wins football matches, and championships, because they work TOGETHER as one to hold out the attack of the opposition....
Last week Jayne and I dined at a restaurant where the service was slick, but the service was also judgemental. Two things really let this restaurant down. Firstly, the waiter who took our order heard us, but he did not listen. And if he did listen, then he didn’t...
In 2024, the upstand reception desk in front of waiting patients is far from the ideal place to be handing over patients to discuss their treatment and their impending treatment. And it goes without saying then that this is also not the best place to be discussing...
