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Continue Reading about Getting beyond service to customer satisfaction: A workshop →
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Use the Contact form below, or email Ian Webster …
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At the 2018 Global Leadership Summit, Danny Meyer, NY restaurateur, said that hiring is 49% technical and 51% relationship. Think about that. If a person gets their job 100% right, they still only …
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A month in hospital is not normally an exhilarating experience. But my wife’s stay in Busamed Hillcrest Private Hospital this past month came pretty close, and it was fascinating for someone in the …
Continue Reading about Getting it right: A hospital experience →
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I have observed the customer care side of a local hospital rather more closely than I would like this past month, while my wife was recovering from surgery. I have nothing but praise for the love …
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What matters in your business? We know what we DON’T want; we know what employees are NOT supposed to do. But, how much time do we spend discussing, reaffirming and encouraging the behaviours we DO …
Continue Reading about Cheerleaders: A business imperative →
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It has been a real pleasure and lots of fun holding what I call Bite-Sized Management conversations around town. Bite-Sized Management presents the essence of an otherwise complex subject in half …
Continue Reading about Bite-Sized Management: Getting the Essentials →
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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 …
Continue Reading about The Future of Your Business, One Hire at a Time →
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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 …
Continue Reading about Customer service on the freeway: the devil in the detail →
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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 …
Continue Reading about Putting people first in Alan Paton country →
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Hiring is about getting people who will dream your dream and carry your legacy.
Getting the right people is too important to leave to chance.
Discover how to improve your hiring skills and increase your chance of getting it right.
Hiring is about getting people who will dream your dream and carry your legacy.
Getting the right people is too important to leave to chance.
Discover how to improve your hiring skills and increase your chance of getting it right.
Who manages the points of contact with your customers? What is your customer-experience map? How does social media affect your customer relations? Whether you are a multinational or a one-person operation, ensure that every interaction with your customers is so tasty, they want to come back and bring their friends