I stay in a lot of Premier Inns. They’re my default when I’m out running workshops—easy to book, comfy enough, and usually just what I need after a full-on day helping teams grow. But lately, something’s changed. And not in a good way. They’ve clearly shifted to a lean…
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Let’s face it—most of us want to work somewhere we feel respected, included, and able to be ourselves. That’s what equality and diversity are really about. It’s not just rules and regulations—it’s about kindness, fairness, and making space for everyone to thrive. I care about people. About what helps teams…
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Whilst delivering a Confident Communication workshop recently one of the delegates said, “I’d rather send ten emails than make one phone call.” Not only was this a shame as they worked in a customer service role but it also reminded me that something I find easy and have never questioned…
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In the world of customer service, challenging situations are inevitable. However, these interactions don’t have to be negative experiences. With the right approach, they can become opportunities to strengthen relationships,build loyalty, and demonstrate your commitment to going a great job. Understanding the Root Causes Before addressing a difficult customer, it’s…
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This month I celebrated 16 years of running my own business. I know!!!!! That’s 16 years since I was made redundant and dared to imagine that I might be able to eek out an existence utilising the skills and knowledge I had acquired in my ‘real jobs’ that had gone…
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