Tag: service. service standards

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Holidays 2 – 6 indepth tips for holiday preparation

The post on holidays received the most comment yet, thanks! And as today’s a holiday why not keep the theme going.

It seems to me that holidays are something of interest, so in anticipation of your next holiday here are the things I do to plan ahead.

Your holiday should be a relaxing reprieve from your probably chaotic work life. And if you don’t prepare for the holiday, your chaotic career will overtake you and when your return you’ll feel even more stressed than you did when you left and vow never to take a break again.… Read more

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How aligned are you with your customers?

When I spoke with Raymond, he was confused.  “I thought he was ready to commit to the order” he said, “but when I presented the final promotional contract, he said he was still considering another offer”.

Raymond and his buyer obviously weren’t aligned in their separate perceptions of where they were in the buyer-seller journey.

Most of the reasons sales fall through is that the sellers perceptions and a buyers willingness to commit are misaligned.… Read more

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Do you really understand your Sales Team’s Strategy?

For Board members or for non-commercial executives thinking about the commercial area of their business branding, marketing and advertising occupies most focus and sales is left pretty much to fend for itself.

This mindset is to be regretted, as sales must offer the business many opportunities to add value in building and retaining a strong customer network. I have seen too many great brands with fantastic advertising flounder because no one could buy their product, or retailers or wholesalers were constantly out of stock or pricing did not reflect brand values.  … Read more

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4 ways to structure difficult conversations

My approach has been quite simple- tackle problems head on- simple, but it may not be right.

Obviously in the behavioural style I’m in “high D mode”, and while this has worked, sort of, for me, it may not necessarily the best approach for you… or those who you have to have a difficult conversation with.  The most difficult business conversations are easily those related to people, their behaviour, motivations and impact on or reactions to others.… Read more

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The challenge of staying the best

I write this  on a Singapore Airlines (SQ), one of the world’s best airlines. A travel icon for decades, at least as long as the thirty years I’ve travelled with them. For SQ, and for those of us in business it’s tough becoming number one, and should you achieve its even harder to stay numbers one.
The aspiration to become number one sets for all a unique challenge for success, and having achieved this lofty goal, how do we maintain the passion in our teams to stay number one?
… Read more