We all know that leading a team of people is extremely rewarding, yet very challenging. Business today is tough, competitive and retail stores are under massive pressure to perform. I believe that strong leadership is critical for a business to survive and be successful in today’s world.
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One of the key attitudes we all need is to be open to learning. You may want to call it being coachable. One of the greatest basketballers of all time, Michael Jordan, once said: “My best skill was that I was coachable, I was a sponge and
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Having been in a customer service role most of life, starting out delivering papers at 13, I have seen and experienced a large variety of customer service interactions. These days, unfortunately, it is very difficult to find businesses that consistently offer great customer service each and every
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I love facilitating the various training courses we run. The participants who attend are usually keen to be there and open to learning. The style of training we provide is interactive, fun and very practical. We receive lots of positive feedback from participants which reinforces my passion
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It’s a well-known statement, people don’t leave companies, they leave managers. We have all encountered a bad manager in our years of work experience. We get micro-managed, told what to do, they don’t listen to us, they take all the credit, we only get told when we
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I have spoken a few times before on the value of having a rigorous recruitment process so you recruit the best possible person. The right person adds so much value, they provide amazing customer service, they are open to new learning and feedback, they fit in well
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Every business wants their employees to be more productive, more motivated and have their best employees stay in the business longer. Unfortunately, most CEO’s struggle to achieve this. I have commented a number of times on the low employee engagement scores here in Australia. One of the
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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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As we all know, the way our customers buy is forever changing as technology becomes more and more into play for traditional bricks and mortar retailing. More and more time and money are being invested into making stores look amazing so customers are wowed when they first
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