How do you lead an intergenerational team?

Recently I have been speaking to a number of CEO’s and even presenting workshops on this topic as there is a definite change happening when it comes to planning for a “career” in the intergenerational workforce we now have. Earlier this year one of my clients was so proud and excited to announce that they […]

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TIPS FOR THE BUSINESS ROAD WARRIOR

Michelle shares her tips for maximising productivity & staying entrepreneurial while in transit.

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GROWING A LEADERSHIP TEAM THAT LEADS

Mantra: The team is the reflection of the mindset of the leader.

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TIME SQUARE RELEASE

Newly released book is the service industry’s guide to continuously improving the customer experience.

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The link between engaged customers and an engaged team

“So often a business’s focus is on customer service—that which is afforded to customers. However, just as important is ‘internal customer service’; service afforded to each team member from their peers and management. Is there a link between engaged customers and engaged team members through service?” Read the full article here. First published in The […]

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ARE YOU A TORTOISE LEADER OR A RABBIT LEADER?

The Team is the reflection of the mindset of the leader. There are lot of leadership styles out there. Two we are very familiar with are what we call the Rabbit and the Tortoise.

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21st Century Customer Experience

“Today’s customers differ quite markedly from customers in years gone by, the most obvious difference being their expectations. They are exposed to a broader range of products and services from a variety of businesses, both brick and mortar and online, making them far more savvy and subsequently more demanding. Despite this cultural shift, one thing […]

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5 TIPS ON HOW TO GET THE BEST FROM YOUR CASUALS

“As the holidays approach and we feel invigorated to face the final weeks of the year, for many businesses this time means hiring casuals.  In a few weeks there will be school leavers, holiday backpackers and others who will be seeking employment over the coming months. So how do you prepare your team for them […]

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The Impact of Resignation

“When you hear the word “resignation” whether you are an owner of an SME or manager of a large corporation, there is always an impact of some kind…” Read the full article here. First published in Savvy SME, September 2015.

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More to Security than meets the eye – Optimising customer service outcomes in the club environment

(Gold Crest Security and O.O.P.S. partnering to deliver excellent customer service outcomes) Cast your mind back for a moment. Picture yourself standing in a line waiting to gain entry into the Disco or hot night spot at the time, where your only chance of gaining entry was being judged by a bloke or maybe two […]

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