I was reading a recent article that listed a number of US companies that offer amazing customer service, based on a number of rating agencies. Three I have mentioned in previous blogs and one that I haven’t come across before. I thought it would be very worthwhile
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Last week I wrote about business leadership guru Jim Collins and his powerful book Good to Great. I covered two of the seven Leadership questions and this week I’ll reveal the other five. 3) How can you reframe failure in pursuit of ambitious goals? Collins related the
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One of the best business books I have read is called Good to Great, by Jim Collins. Collins is a student and teacher of leadership and what makes great companies tick. Having invested a quarter century researching the topic, he has authored or co-authored six books that have
Read more →The 4-step system (awareness, intervention, language, follow-up) is how we help our clients improve the performance of their frontline staff. The process needs to be followed by frontline owners/managers on a regular basis to ensure staff are meeting or exceeding the required standards. As the title suggests,
Read more →In his research, consultative selling expert Neil Rackham found that up to 87% of new learning is wasted if the training is not reinforced in the workplace. This is a staggering amount and is, I believe, one of the main reasons why training is seen as a
Read more →Providing effective feedback is a skill that most managers don’t initially possess and here’s why. For some reason, it’s assumed when you buy a business or are promoted to manager, the skill of giving feedback just comes as part of the package. Unfortunately, it’s not usually the
Read more →Many people think working in retail is easy. “It’s just about talking to customers”, they say, “That doesn’t take much effort”. My view is that retail is pretty simple but not easy. There are many things to get right, and it involves far more than just talking
Read more →We’ve all experienced the situation. We go into a store with the simple purpose of buying something and come out reeling from an encounter with a store assistant in which we’ve felt like an unwanted intrusion. Most of the time we don’t say anything and sometimes we
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If you work in retail and rely on customers coming into your store to buy goods, you know times are tough. We are living in challenging times with many factors creating uncertainty, including lower spending caused by the pandemic, border closures and a volatile housing market. All
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We all know the giant business Amazon, which has achieved phenomenal success over the past 22 years. The company, with revenues exceeding $100 billion, a share price over US$800 and with 244 million US customers, is obviously doing lots of things right. Its founder Jeff Bezos, has
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