I’ve been meeting a lot of receptionists this month, and bank staff and shop assistants. Not intentionally, but I just seem to have been out and about more than usual. And overall, I’ve enjoyed the human connection … however I can’t tell you the difference a smile has made to the interaction. Don’t get me […]
How far does a smile go? Further than you might imagine. Read More »
Have you ever been caught out on the phone? There you are mid conversation and you suddenly realise you have no idea what the other person just said. It’s not always a problem but it certainly can be … particularly if the first you notice is when they say “do you agree?” or “so what
How to stop getting distracted on the phone. Read More »
One of the services that we offer to our tourism and front of house clients is a spot of mystery shopping! We aren’t interested in whether the signage works or the shop is well stocked. We are only interested in how the staff make us feel as visitors. In it’s simplest terms we’re looking for
How to make your customer’s day without spending money. Read More »
I overheard part of a conversation in a shop last week, between a customer and member of staff. The customer was irritated that the price he was charged was higher than the price on the signage and he wanted the shop assistant to know what had happened. The assistant’s response was to leap to a
Why it isn’t their job to understand? Read More »
If you’ve made a mistake? If your behaviour has been deemed to be inappropriate … even if you think it’s unfair? If the company has made a mistake … and you’re talking to the client? I remember being told never to use the word “sorry” at work. Apparently it diminishes your authority! I was
Do you think you should say sorry? Read More »
Have you been at a networking event or meeting and found that you haven’t really heard what’s being said? It wasn’t the level of noise in the room but truth be told … you just weren’t listening properly? It could be because you got distracted by another conversation in the room, or you started thinking
Are you guilty of not listening properly? Read More »
We had our carpets cleaned recently. And I was struck by their customer service process. It was a timely reminder that staying in touch makes a difference. We last used this company to clean our carpets over 10 years ago. And every year since, we’ve received a call to let us know when they are
How to get your customers recommending you at virtually no extra cost. Read More »
Having not stayed away from home for the past 20 months I have stayed in 4 different hotels in just the last 2 months; twice for work and twice for pleasure. Pre-Covid, I tended to stay in the same type of hotel for business (low cost, standard service, you know exactly what you’ll get and
Don’t make a bad situation worse. My takeaways from recent hotel stays. Read More »
As some of you may know, a good portion of our client base are tourist attractions and at the time of writing, they have been shut for the best part of a year and many of their staff have been furloughed, I’m thrilled that with the opening of the Road Map in England, it looks
Complaints will go up this summer. Will you make things worse? Read More »
As we move into the next stage of unlocking lockdown our shops, attractions, restaurants and bars are opening up. And I’ve spent more time over the past few weeks talking to clients and prospects about updating staff training as they are going to need to be welcoming, friendly but firm, handle queues and still provide
Are you their next difficult customer? Read More »
