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July 12, 2015

Episode 4 – Not Features and Benefits

July 09, 2015

One word you should not use in Service

There is one word that you should never be used in Customer Service situations. That word is in the first sentence of this post. Can you guess what it it? Well, that word is “you” In Customer Service and Sales environments, we are often taught to be outward focused. We are taught to: Look at…

April 21, 2015

Should you cultivate obsessive or harmonious passion?

How do you get team agreement and buy-in? Well that depends. Do you want compliance, or creativity? Do you want people to follow the rules, and get stuff done effectively? Or do you need agility and creativity? If the former, then you need Obsessive Passion. If the latter, you need Harmonious Passion. It’s not as easy…

April 02, 2015

Don’t chase shadows aiming for magical service

I answered the following client question with a No. Client: “Hey Steven, we’d like to have you speak at our conference about how our managers can build a magical service experience”. You’ve heard the saying, one man’s rubbish is another man’s treasure? It’s the same with service. You know it. You know all customers are…

March 26, 2015

Is service ‘really’ that important?

We spend so much time and money chasing after service initiatives. Is it important? Service Integrity surveyed 324 respondents asking the following paired response questions. Which is more important? Store Presentation 8% Service 92% So, 92% chose Service over store presentation, yet stores can easily spend $500,000 on a single store fit-out but begrudge spending USD50 per month…

February 23, 2015

Stop throwing money away measuring service

Have you ever gone shopping and bought some electronic gadget only to find it’s collecting dust under the stairs? Spending money on surveys can sometimes feel the same. I know. It seems like a necessary evil. The problem is, so much of the waste is unnecessary. Here’s how to avoid the waste: 1) Looking under the…

January 23, 2015

Be careful with Net Promoter Score

Are you customers loyal? Do they drive business? Most organisations fret over this question. Companies obtain their Net Promoter Score by asking customers a single question on a 0 to 10 rating scale: “How likely is it that you would recommend our company to a friend or colleague?” Based on their responses, customers can be…

January 12, 2015

The 13 Keys to Great Management

Your employees don’t care. They have a dead end job. You know it and they know it. But you need them. How can you get them motivated long term? How can you get them to care? If you want employees to care, then care for the employees. The Gallup organisation in 2008 published a wonderful…

January 05, 2015

Cross-Sell is NOT a Dirty Word

I know I know. Your staff hate up-selling. They think it’s pushy. Some staff still think customer service is all about the warm cuddly “How’s the weather discussion”. That may be fine, but… Customers don’t expect to waste their time. They expect to be sold to, and expect to be cross sold. We conducted a…

December 30, 2014

Unbelievable. Customers want to buy, you won’t sell.

The biggest problem facing Retailers is their ability to sell. Below are some statistics from thousands of Mystery Shops collated through my company Service Integrity Mystery Shopping The results are self explanatory. Closing the sale – or referring a Sale to someone else are the biggest problems facing our clients. But I can hear your…