Customer Service -
is one of the last frontiers of sustainable competitive advantage

Potential ÷ interference = performance

ChallengesI am a great believer in this simple formula:

Potential ÷ interference = performance

Fundamentaly all Individuals, teams and organisations have huge potential. They don’t alway realise it – but they do.
If they are not reaching that potential is it is because something is getting in the way. We call that interference.

If you don’t feel that you, or your team is achieving your full potential it is probably due to some form of interference.
Maybe you know the cause but often it is a question of a blind spot.

In either case you are stuck, until we can get what ever that is, out of the way.

And that is what I as a coach can help you with.

Why culture beats process


I am researching for a workshop that I will be conducting next week on culture and performance. One of my favourite subjects. The evidence is very clear. Everywhere we find exceptional customer service we invariably also find an amazing culture. … [Continue reading]

Customer Centric : they get it – Virgin Hotels

In my previous post I tried to illustrate how some hotels ( and other service business) truly understand what it means to be customer centric and then all the others who really just don't get it. Two days after posting that I came across the … [Continue reading]

Customer centric – do you get it?

Walt on legs

In my view there are basically 3 kinds of hotels. Hotels that just don't get it. The law of supply and demand eventually takes care of them. Then there are hotels, who get it, or should I say they think they get it. They are the hotels who … [Continue reading]

What makes a leader better?

Silo organisation

In a recent article in Straegy+Business I came across the following paragraph: The fact is that giving people bigger jobs with fancier titles and larger salaries won’t make them better. More complex assignments will. Just look at the leaders of ANZ, … [Continue reading]

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