When we delegate tasks we get things done. But when we delegate responsibility, others get done much more than we ever could. This awesome quote comes from author and speaker Simon Sinek, one of my favourites. This is all about challenging and growing your people to be
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When I think about banks and customer service, the two for me just don’t go together. In my experience they tried to push us all out to vending machines by having long queues and closing branches. Then they opened branches again but don’t open until 9.30 and
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I am often asked by store managers and owners when I run training courses, “how do I motivate my staff?” This is the $50 million dollar question – if I could bottle and sell doses of motivation I’d be living on a yacht in the Bahamas!! How
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I recently read a great article by Dr Travis Bradberry, author of the book Emotional Intelligence, where he identified the 9 things that make good employees quit. I thought it was well worth sharing as it is critical that you keep your best staff as they will
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I get very frustrated visiting retail stores and receiving poor service, from staff who I feel don’t want to be there and certainly don’t look like they enjoy their job. Recruiting the right staff is critical for every business if they want to deliver consistent excellent service.
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Retail in 2016 is going to be as challenging as ever, we have just seen the sad decline of Dick Smith and Laura Ashley and there will be more this year I’m sure. So enough of the positive stuff, what challenges do you need to focus on
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I have been blogging recently about the challenges with finding companies who are prepared to stand out with their customer service – and they are few and far between. Lots of companies talk about it, but very few deliver. I came across this excellent interview recently featuring
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Why oh why are we so bad at customer service? I continue to be amazed in this ultra-competitive world of retail, how ordinary customer service is. I blogged recently about why businesses need to stand out, yet few are doing this. Some recent research from the 2015
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A question I ask retailers is “How many hold regular team meetings?” The answer being – some or most do. I know getting your team together is challenging but there are too many benefits that outweigh the negatives. If you do hold meetings, your team is on
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I came across some recent research that clearly links training to an uplift in sales. I was rapt to read this, as I have been (and still am!) a trainer for the last 23 years, focussing on helping retailers to improve their service and increase their sales.
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