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Simply Communicate: An Employer’s Friend

6 December 2015

If only employees would do as they’re told, This business would thrive, that’s a fact! But you’re not around every moment each day To prescribe and proscribe every act. Employees make decisions, take risks and take charge When you’re not there having your say. How do you know they will do what is best When they’re…

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Mugg & Bean: picking up serviettes

17 June 2014

Jen and I were in Mugg & Bean, Liberty Midlands Mall, over the weekend. A waiter walked by with a tray of dirty plates, and a used serviette fell to the floor as she passed our table. She didn’t notice, but another waiter did and immediately picked it up and threw it away. Of course, it…

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The essentials of business: it’s not about the numbers

7 April 2014

What are the essential ingredients of a business? No doubt a dozen of us would have a dozen different lists, but I’m going to stick my neck out and suggest four: The product or service; The customers, whether corporate or individual; The staff who help connect the two, whether it’s the owner alone or a…

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Customer service: lessons from the KZN South Coast

14 March 2014

Jen and I spent a few days in Scottburgh on KwaZulu-Natal’s South Coast a couple of weeks ago. We took a slow walk around town on the first day looking for a place to eat. Apart from the usual fast-food outlets, there are a couple of interesting places on the main shopping street, but there…

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Customer care and dieting: easy to do, difficult to sustain

2 January 2014

Good customer service is not difficult. Yes, there are big things that can make our efforts more effective: the vision/mission thing; the tracking systems; the social media programmes. But customer care happens in the ordinary, everyday interactions between staff and customer. If we don’t get those right, all the systems in the world will make…

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