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The Future of Your Business, One Hire at a Time

30 January 2017

Are you hiring? What are some of the questions you ask yourself before hiring starts? If you are like most of us, they will include: What’s the job? Who was in the job before? What skills and experience do we need? Where’s the previous ad? Let me suggest some others that should be asked and…

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Customer service on the freeway: the devil in the detail

1 October 2014

A trip to Durban on a cold drizzly morning led to a minor irritation on the freeway. At the Mariannhill Toll Plaza I did what we all do on approaching a toll booth. I slowed down and began to open my window, timing the opening to coincide with my coming to a stop at the window.…

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Putting people first in Alan Paton country

15 September 2014

I was privileged to spend three days recently in Ixopo running a workshop for ward councillors. Driving through that magnificent, though presently brown and dusty, countryside, I was reminded of Alan Paton’s words, ‘There is a lovely road which runs from Ixopo into the hills. These hills are grass covered and rolling, and they are…

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Sharing the love: Going the extra mile

23 April 2014

I was invited to run a workshop on presentation skills at the Maritime School of Excellence (MSE) in Durban last week. The prospect was pleasing, but the location was a nightmare, and I had less than 24 hours’ notice. The MSE is on one of the scariest and longest roads in Durban: Bayhead Road. It…

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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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Taking employees with you

10 January 2013

One of the trends in customer service to which the gurus are pointing is an employee-first, rather than a customer-first approach. Ivana Taylor from DIY Marketers writes, “It looks like the tide is shifting away from putting the focus on the customer, to putting it on the employee who delivers that experience.” As I mentioned in…

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Customer Service: Finding the Key

11 December 2012

The quality of a customer’s experience has a direct bearing on sales and profits: insights from local companies

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