28 September, 2014

4 Steps for Employee Engagement

Have you ever received poor customer service? Have you ever been left feeling bemused by the lack of interest shown by someone who is meant to be serving you? Have you ever felt that you are being a hindrance rather than a customer? The relationshi...

31 August, 2014

5 Steps for Effective Leadership & Management

Leadership qualities are being demanded of all managers today. Taking tough decisions and handling difficult situations are very much part of any leadership role. Leadership is very much about doing the right things – not just doing things right. O...

13 July, 2014

Leadership starts at the top

Over recent months we have been having tremendous success in increasing levels of employee productivity and customer service in many businesses across a variety of business sectors. Our focus to achieve these amazing results has been by increasing levels...

15 June, 2014

The importance of standards in business

We know it’s not just about output: it’s about quality too. So how do you decide how to measure and evaluate your performance? What standards do you use to measure quantity and quality? How do you benchmark your standards with your industry’s...

11 May, 2014

Customer Service & Employee Engagement: family-style

Earlier this month my wife Linda and I spent a few days visiting Venice, Italy. Our choice of hotel was heavily influenced by customer feedback via Trip Advisor and other online channels. We decided to stay a few kilometres outside of...