Service Excellence/Delivery

Companies seem to be struggling to react swiftly to ever-changing customer expectations and needs in a business context of shifting market conditions and financial swings. Stephen M Dent (Partnership Relationship Management) noted: “Outmanoeuvring competitors involves capitalising on highly effective internal and external relationships that ensure the business has the capabilities to support its mission and…

“The success of your organisation doesn’t depend on your understanding of economics and organisational development or marketing. It depends, quite simply, on your understanding of psychology: how each individual employee connects with your company; how each individual employee connects with your customers” (The Gallup Organisation) Most employees are amazingly resilient and capable of coping with…

The gesture of showing appreciation seems to be a lost art. A simple “thank you” may go some way to add warmth to any relationship, but in reality just represents common courtesy. Authentically-demonstrated appreciation, however, develops the emotional connection in relationships and solidifies the customer’s patronage. Smart businesses know that showing customers how much they…

Having to travel frequently for my consulting and workshop facilitation activities and having to subsequently endure the sometimes arduous processes within international airports (transfer, check-in, security, customs and immigration), especially within Africa, I have found that my primary goal in the embarkation procedure is to get to the business lounge as unscathed as possible. The…

Brand reputation and corresponding trust are critical for the ongoing growth and sustainable development of a company. Ram Charan, author of What the CEO wants you to know, noted: “Without customer’s trust, the rest doesn’t matter”. In fact, Hank Paulson, U.S. Secretary of the Treasury, emphasised the need for growing trust in his statement: “Our…

During the past year or so, I have been working with a number of companies on enhancing performance, and subsequently results, through refocusing these business entities on employee engagement and quality leadership processes. Creativity and strategic thinking has not just been left to senior management as their responsibility, but the need for thinking strategically has…

Having family and friends around over New Year is always special, giving one a chance to catch up with the progress of each other’s lives. We currently have friends from Huntsville, Texas, staying with us for a month. Huntsville is a small city of 38 500 inhabitants, has Sam Houston State University (with 18 000 students)  and is…