Navigating the Human Element in Service Organisations:

Understanding and Adapting to Ever-Changing Needs

At the heart of every service organisation are people – the individuals we serve and those who form our team. The dual challenge we face lies in the ever-evolving needs of our customers and the aspirations of our employees.

Unlike inanimate tools like a trusty lawnmower, unchanged for years, people are dynamic and constantly evolving. This organic evolution brings with it a need for adaptation and growth. What delighted a customer last year might only suffice this year. Similarly, the enthusiastic new employee from last year might now be seeking new horizons and opportunities for growth.

For you, as a leader in the service industry, it's crucial to stay attuned to these shifts. It's about understanding 1) how the expectations and desires of your customers are changing, and 2) how you can foster the development and advancement of your team, including yourself.

This is where I come in, offering guidance, inspiration, and support.

Below is a compilation of common challenges and questions that surface in my work with clients. Take a look – perhaps you'll find parallels with your own experience. Or, if your challenge is unique, I invite you to reach out through the contact form at the bottom of this page. Let's explore how we can navigate and thrive in the dynamic world of service together.

Answers to your questions

Stuck with a dilema?Facing a leadership dilemma that's leaving you at a crossroads? Complex decisions in leadership often come with multiple options, each shrouded in uncertainty. It's these moments where the path forward isn't clear and sharing the burden with colleagues or your team feels challenging.

That's where a single-session coaching conversation can make all the difference. In this focused session, we'll tackle your dilemma head-on. To maximize our time, I encourage you to send me some notes about the issue beforehand – if possible.

Ready to find clarity amidst complexity? Book your session [Booking]. Cost €195 per session (60-90min)

As individuals they are brilliant. But something is not working.
You've assembled a team of exceptional individuals, each chosen for their unique skills and talents. Yet, despite their individual brilliance, you sense that something isn't quite clicking as a unit. The challenge often lies not in their capabilities, but in the quality of relationships within the team. It's the strength of these connections that transforms a group of individuals into a cohesive, high-performing team.

There are various ways to address this, tailored to your team's specific needs. Team coaching or enrolling in my 'Plays Well With Others' program are two effective approaches. Both are designed to enhance team dynamics and foster stronger interpersonal bonds.

The first step? Let's discuss your team's unique situation. I invite you to schedule a Zoom call with me to explore the challenges and potential solutions. Depending on the scope and needs of your team, the typical engagement spans 6-12 weeks, with an investment of approximately €500-900 per participant.

Drop me a line using the form at the bottom of the page or book a zoom call today.

Stuck on the dance floor?As managers, it's all too common to find ourselves lost in the day-to-day dance of operational issues, struggling to catch a breath and see the bigger picture. When we're constantly in the midst of the crowd, it becomes challenging to work 'on' the business instead of just 'in' it. Here's an inviting solution: take a short break and join me in Marseille for 2-3 days of focused, rejuvenating strategising.

Imagine this: a serene hotel just around the corner from my residence, complete with a pool and a mere 5-minute stroll to the beach. It's the perfect backdrop for uninterrupted thinking and strategic planning. During your stay, we'll delve into topics of your choice, dedicating time to truly work on your business.

This isn't just a getaway; it's a strategic retreat. Many of my clients make this an annual ritual, finding it an invigorating and essential part of their leadership journey. It’s an opportunity to step back, gain fresh perspectives, and return recharged with new insights and ideas. Book a call with me and we can tailor this to your specific needs.

We promote her, for her skillsBut being good at your job does not automatically mean being good at managing people - that is a different skill set. Get her off to the best start with The team Leaders Toolbox

There has got to be an easier way to do this job?Caught in the daily commute, have you ever wondered, "Isn't there an easier way to do this job?" You're not alone. This feeling seems almost epidemic in the service industry. But here's a comforting truth: it doesn't have to be this way. More often than not, the key lies in your attitude and approach towards running a service organisation.

Here's the good news: these aspects are not only changeable but can be transformed relatively easily. My 12-week intensive program is designed to do just that. It's a potent blend of personal coaching, e-learning modules, and psychometric assessments, all aimed at revolutionizing the way you lead and manage in the service sector.

This program is intensive by design, ensuring that you see remarkable results by its conclusion. For the entire 12 weeks, expect to invest approximately €2000 in your professional development. It's an investment in yourself, one that promises to pay dividends in your efficiency, leadership style, and overall job satisfaction.

He really knows his stuff but... Do you have a manager who is a brilliant but seems to grapple with the 'people side' of things?
This gap in skills can be more than just an inconvenience; it can potentially disrupt team harmony and productivity if not addressed timely.

Over a 12-week period, I offer a blend of personalized coaching, engaging e-learning modules, and insightful psychometric testing. This combination is tailored to develop the crucial people management skills that are often neglected. Your manager will gain essential insights into effective communication, empathy, team dynamics, and leadership styles - the soft skills vital for successfully leading teams. Learn More...

On-Demand Coaching would be great."Having a coach on standby would be ideal," is a sentiment I often hear. Traditional coaching methods can be time-consuming to set up, and by the time everything is in place, the moment of need may have already passed. What if you could change that? What if coaching was as accessible as any other everyday service?

Introducing our Coaching as a Service (CAS) – a subscription-based model offering immediate coaching access to your managers and team members. This innovative approach ensures that support is available right when it's needed, without the usual delays in finding and setting up sessions with a coach.

This might sound unconventional, but it's a strategy that progressive companies are increasingly adopting to support their managers. With CAS, your team members have the resources they need to tackle challenges as they arise, fostering a culture of continuous learning and adaptation.

Are you curious about how this works and the benefits it can bring to your organisation? Learn more about my Coaching as a Service [here] and discover how you can bring this cutting-edge support system into your company.

Inspiration for our next meeting?Are you seeking inspiration for your next meeting, kick-off event, or team retreat? I offer dynamic keynote presentations and inspiring talks, all delivered conveniently via video link. My virtual presentations are designed to captivate and motivate your team, regardless of where they are located.

With a focus on themes like leadership, team dynamics, and innovative service strategies, my talks are tailored to ignite a spark of enthusiasm and new thinking within your team.

Whether you're looking to motivate, educate, or simply bring a fresh perspective to your team, I am more than happy to put together a proposal. Depending on the length and number of people in the audience, you should look at spending €500-€2000 - Book a call with me and tell me more about what you need.

Is it possible to get a 'taster'Yes,  absolutely!

If you go to my learning library section, just register with your email, and you will have access to a wide range of different presentations and tools that I offer for free.

What is the first step – how do we get started?If any of this has resonated with you, you probably have more questions. The best way to learn more and also get a feeling for if you think I could be the right fit for you and your team is to schedule a Zoom call so that we can explore your challenges and possible solutions. I am also more than happy to do a short presentation for your team so that they can get an idea if I might be the right fit for them. So first step: book a call today

Sound good. But what does it Cost ?Personally, it irritates me dreadfully when I am researching possible services, and there is no indication of what level of cost to expect. So, in the spirit of transparency, here are some guidelines for you on what to expect.

Coaching per session (60-90 min) €200
Online workshops 90 Min, Max 10 people €500-€800
Combined Coaching and eLearning programs +/- €2000 per person
Coaching and Elearning for groups of min 5 people from €500 per person
Inspiration, presentations, keynotes via video €800.

A different question?

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I have used Mike for the past ten years in coaching and training my management teams to reach the highest level of service and obtain the best leadership skills – and it works. – Dorte Gleie Managing Director SSP Copenhagen


“The personal coaching sessions develop the perspectives of my thoughts. Input from research and the valuable personal experience from Mike gives me the confidence to take actions. The quality conversations we have energize me and help me a lot in my leadership challenges.” – Annika Vilen


Mike’s coaching is very “hands on” and he pushes you gently but firmly further than you imagine possible, provides you with relevant tools – and at the same time keeps the motivation and personal drive in focus, which enables you to continue your development even after your coaching sessions have determined...” – Stine Kold CEO


“The sessions have given me the capacity to take much wider perspectives — to focus on what makes a difference, as well as being closer to my employees. I highly recommend this training and personal coaching for all the information, wisdom and expertise Mike brings.” – Alex Bouleau Head of Highways and Airport, COWI


Jump on a zoom call

Further questions or ideas you would like to explore?

Don't hesitate. Jump on a free Zoom call with me, and I will answer any questions you might have. I promise not to harass you with a sales pitch. 

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