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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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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 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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