Measuring customer service is the only way to understand if you are truly satisfying your customers’ needs, wants and desires. It’s also one of the most effective ways to motivate a team and support their growth and development.

When businesses make promises to their customers, they should commit to delivering them. High quality, consistent and caring service with a smile. Is that too much to ask?

Good customer service is becoming a scarce resource. Businesses are making it difficult for us to spend money with them, hard to access the products or services we want, and treating us with disrespect.

Accessible, affordable and achievable. These three words are the inspiration behind a project I’ve been working on for most of this year. The project is to create online versions of our Exceptional development programmes.

As your small business grows, you need to be capable of leading the people you recruit. This includes enabling them, not only to perform for clients, but to lead others in a way that maintains your organisation’s reputation.

The ability to continuously look, listen and absorb what’s happening around you, and adapt your actions, behaviours and decision making in response, is one of the qualities that makes a leader exceptional.

Every individual’s experience of coaching is different. That’s because we each enter into it for very unique and personal reasons. Unexpected things can happen.

Coaching is not just for people who feel they have hit a brick wall in their personal or professional life. It’s an amazing opportunity to consider what’s next?

Coaching is a fabulous opportunity to put yourself in a safe and secure environment to have an open and honest conversation. Coaching gives you valuable space to speak freely, think broadly, refresh your outlook and decide what’s next.

Looking back on what you have achieved is important. It’s a chance to celebrate your achievements and recognise great performance within your organisation.

Great leaders have the most transformative powers. One of the traits of exceptional leadership is the ability to see potential in your team and harness this to enable growth.

Recruitment is a huge challenge right now. Finding the right people you need to complement your team is difficult. People’s needs and priorities have changed and many employers are still struggling to find people with skill-sets to match their requirements.

It’s time to take the golden opportunity of customer feedback one step further. Let’s explore what to do with the feedback you receive, and how teams can use it to learn and improve.

When a customer enters your premises you have a golden opportunity. Your customer is right there in front of you, in person, in the palm of your hand. This is your chance to get valuable feedback by asking the right questions.

Nobody sets out with the intention to disappoint. Most of us have good intentions. In this blog, we’re going to look at how the way you react to a complaint can build customer loyalty.

When the feel good factor runs through your organisation it’s a winning situation. Your employees win, your customers win, and your company wins. The result is like seeing the ball hit that back of the net - euphoria!

When handling complaints or everyday interactions, confidence is key. Superstars of customer service have confidence and belief in their ability to handle and resolve a situation. Confidence is the foundation of exceptional service.

Imagine if you extended diligent monitoring and measurement into the realms of customer service. What impact would it have on your organisation if you were to monitor service as closely as your financial results?

We need to be in the present to recognise and do what’s important. Everything else can and will wait. It’s natural to feel frustrated with yourself when you can’t get everything done.

You write a to-do list. You’re clear on what you need to do. But somehow, come the end of the week, the most important jobs on your list are unchecked. Here are my coaching tips for a simple approach to getting that to-do list DONE!