Sidewalk Solutions

Today you can count yourself fortunate to get served, never mind delighted with the service you receive. Everywhere I go I am appalled at the level of customer service – now there are notable exceptions, but the vast majority of companies and organisations have gone to hell in a handbasket when it comes to World-Class Customer Service.

A few recent personal examples – the Vodafone shop in Sydney, Australia where the assistant kept chatting to who knows who, on her mobile phone, the entire time she served me. The York, UK taxi driver who played his car radio so loud he could not hear where I wanted to go and when asked to turn the radio down a bit became aggressive and abusive.  In Dubai, the Emirates Business Lounge Assistant who refused to accept my recently out of date Business Lounge Card because they did not have an electronic card reader that would have accepted the card (the account was valid). She did offer to let us in the Lounge for $40 each, no thanks. I am sure you all have your own customer service disaster stories. Continue Reading »

Do you have the ability to be flexible?  To tune into your persistence gene OR change your view when it might makes things go better OR listen like you have never listened before? Are you prepared to work harder than you have ever worked before and make personal sacrifices on behalf of the turnaround? Can you make tough decisions, even when it means personal pain for people you like – in and out of the business?  Can you be ruthless, but only when you have to. Can you lead, motivate, cajole, manipulate and drive those who can make the changes needed to turn this thing around? Continue Reading »