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Customer Service Workshop
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Mistakes well handled
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 …
Getting it right: A hospital experience
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 …
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Hospitals: Patient or Customer?
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 …
Cheerleaders: A business imperative
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 …
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Bite-Sized Management: Getting the Essentials
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 …
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The Future of Your Business, One Hire at a Time
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 …
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Customer service on the freeway: the devil in the detail
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 …
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Putting people first in Alan Paton country
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 …
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