Letting go can be a tough gig. Whether it’s overcoming a habit, deciding to turn away from the expectations of others by choosing a path which is true to you, or being pragmatic in calling time on an idea that just isn’t working despite the hit inflicted on our...
The above statement challenges the commonly used motto “Treat people the way you want to be treated”. Within a customer service context this is often altered to the phrase of ‘Treat customers the way you want to be treated’. A key problem with using these mottos is...
here is a bit of talk around protecting our ideas and such what. Looking over your shoulder to ensure your latest idea is not pitched through slight of hand. But rather than glance over our shoulder we need look inside ourselves first, as I believe we steal our own...
“That was excellent!”. “Whoa,talk about brilliant service!” “I can’t believe what I just experienced.” These are the phrases and sounds of what creates a compelling difference for business. They reflect the real, rich and resonating experiences in which a customer is...
Focus on the projects that matter Focus on the projects that matter. This was a key learning I gained after reading a great book by Peter Cook (http://petercook.com/) titled “The new rules of management”. Some of the key take outs from this book included: Get...
