Gavin

40k No way

Well there is always a first for everything. After 18 years in the corporate world I can safely safe this is a first for me and a moment I will never forget. When I first started this blog my intent was to try and share stories which were incredible and memorable while providing some insights into amazing customer service. My secondary goal was to challenge businesses out there on how they can consider their business with a different lens in the creation of customer loyalty. And quite frankly this organisation should stand as a beacon for everyone out there. So back …

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What is great customer service

So let me start with what it is not – it is not just doing your job, it is not just sticking to the company processes and it is not simply smiling at a customer as they leave the store. It is using every discretionary piece of effort you have to ensure that every customer feels like they are the most important customer to ever grace the store in fact they should feel like they are the only customer to every shop there. Okay I do recognise the lunacy of my demand but I find it fascinating they ever know …

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Seeing is believing

You know the feeling of buying a new pair sun glasses, the sales assistant tells you everything looks amazing and how the more expensive the pair is, the better and hotter you look. OK so fast forward 10 years and my while my youthful hotness is dissipating (ok not sure i really had but hey) my need for a good pair of sunglasses is more important. So here i am with my valued pair of glasses and i with a sense of horror notice that the lens over my right is scratched. But not just any old small scratch which …

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Don’t mix flying with buying

So after deciding to write this Blog on how businesses should not run in a way to ensure they will be ultimately successful I experienced my own moment of incredible service. I recently was invited to speak at a conference in India and while i am not a regular in-flight shopper I have my eye on a pair of the cheap sunglasses i had seen in the magazine. After getting comfortable I called the flight attendant  and enquired on the availability of the sunnies – to my dismay i was informed another customer had bought the last pair. He apologised and …

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Why those silly motivational photos don’t work.

Not a day goes by that you don’t see another one of those silly motivational quotes attached to cute picture of someone gazing over a cloudy snow covered rain forest. Occasionally we are mov… Source: Why those silly motivational photos don’t work.

Why those silly motivational photos don’t work.

  Not a day goes by that you don’t see another one of those silly motivational quotes attached to cute picture of someone gazing over a cloudy snow covered rain forest. Occasionally we are moved enough to tap the like button but I question whether we have ever had an earth moving experience in which the words on the picture jump off so hard that it knocks us off our feet and into a new pathway that is profoundly different to one we are currently on. The reason they don’t work is simply – the words on the page talk …

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