I’ve had some great feedback on the online workshops I’ve been delivering recently. Here’s a selection of some of the…
There’s nothing like the shade of a tree
I’ve previously mentioned my grandmother, Betty Gibson, who sadly passed away in November 2017 at almost 101. Although sad to…
Exceeding expectations, going the extra mile and quick reactions in customer service
After a bad experience at a local restaurant, my family and I were really happy with the way they dealt…
It’s always the little things
In this video I talk about a recent experience I had at Halfords that highlights why businesses should focus on…
What happens when you really go the extra mile?
You may remember the ‘The Beast from the East’ from a couple of years ago. Well we were due to…
The little things that make a great customer experience
It’s always the little things that make or break a customer experience. Here are a few examples of them.
Payback moments from exceptional customer service
I recently popped in to visit a client that I hadn’t seen in a while, and it was incredible to…
Delivering effective feedback workshop
I spent the day with Komatsu in Newcastle helping managers understand how to deliver effective feedback to employees. Here’s a…
Are you a weary business traveller?
I love my job and the fun and variety it offers but I do spend a lot of time on…
Opening the door to consistent service
The issue of poor customer service keeps rearing its head and this time it’s a story my mother-in-law recounted to…
