What are you doing about the customer success gap?

This post is neither a sales pitch for my services, nor a rant about the gaps in customer success – but it is a wake up call to many business who are currently facing a customer success gap. I’ve had many conversations with businesses big and small, across a number of countries in Europe and… Continue reading What are you doing about the customer success gap?

4 role-plays mistakes to avoid when recruiting

When recruiting for customer-facing roles, I long ago fell in love with role-playing as a means to measure certain skills.  Maybe it’s the inner drama queen in me, but allowing a potential new recruit to demonstrate their customer centric soft skills before I offered them the job was a good thing.  And it certainly served… Continue reading 4 role-plays mistakes to avoid when recruiting

Why managing expectations matters more than ever

I love my newly adopted home country, Portugal.  The people, culture, food and wine and climate are all parts of why this is becoming a more popular business for business as well as leisure.  A friendly and accommodating workforce with high technical skills and low (comparative) salaries make for a perfect destination for oversees businesses… Continue reading Why managing expectations matters more than ever

Four ways your recruitment team is damaging your brand

What impression does someone have when a business has poor attention to detail, slow to respond or don’t respond at all, force you into a clunky and irrelevant automated processes that asks an innumerate amount of intrusive questions or ask the same questions that you have already answered?  This may well be the reality of… Continue reading Four ways your recruitment team is damaging your brand

The power of walking and talking

Six months into our life in Portugal, my husband and I were out walking, chatting as we strode up and down the steep hill in our corner of Lisbon – we paused to reflect on how things are going.  It’s been a rollercoaster ride so far, as one would expect with a change of country. … Continue reading The power of walking and talking

Five physical signs of poor service delivery

In the past few weeks, I’ve had the misfortune of having to deal with cancelled flights, incorrect orders delivered, poor service in a restaurant and mobile operators as I port my number from one network to another.  Of course, my regular readers will realise, this creates much fuel for my weekly posts!   Rather than commentary… Continue reading Five physical signs of poor service delivery

Have we forgotten our manners at work?

I was recently sat next to someone in an office and I inadvertently observed a conference call they were hosting.  It made me cringe – clearly some people were late, or didn’t even arrive on the call, others seemed to be talking over their colleagues, and from my line of sight, it was clear that… Continue reading Have we forgotten our manners at work?