Announcing my latest book ‘WORLD-CLASS SERVICE
I love the concept of world-class.
For me, world-class service isn’t a destination—it’s a mindset, a way of being, and a personal commitment to being the best of the best.
World-class service isn’t defined by luxury or five-star ratings. It’s about the genuine desire to deliver an exceptional experience. This philosophy applies to any role—whether you’re leading a team, serving customers on the front line, supporting internal stakeholders, or contributing within the commercial, local government, or not-for-profit sectors.
I am incredibly proud to work with many organisations that embrace world-class service as part of their vision. It unites people around a shared purpose and sets a powerful benchmark for excellence.
I am so thrilled to share with our wonderful weekly service insights community that my third book, World-Class Service – 101 Ways to Deliver Exceptional Customer Experiences, is now available in hard copy via my website and on Amazon!
Click here to purchase your copy
A SPECIAL DEDICATION
The inspiration for this book came from my beautiful mum, to whom it’s dedicated. Mum is an avid reader of my newsletter and, every single week, she emails me to share what she loves and how she’s applied it to her work or life. (What makes this even cuter is that Mum lives with us!)
It was such a special moment to hand her a copy of the book. Click the video below to see her reaction—it’s a moment I’ll treasure forever.
It was Mum who first suggested compiling my newsletters into a book, and so World-Class Service was born.
The book is divided into four practical sections:
1. World-Class Service Delivery
2️. World-Class Communication Skills
3️.Managing Challenging Situations
4️. Self-Care and Resilience
Whether you’re looking for inspiration, guidance, or practical tools, you can dive in however works best for you:
📖 Read it front to back as a comprehensive guide.
📖 Flip to a random page for quick, actionable ideas when you need them.
📖 Choose a focus for your day or week.
📖 Use it in team huddles, daily line-ups, or meetings as a conversation starter.
Each tip is under 200 words and paired with a quote. I’ve been collecting quotes for years, and I’m so excited to share some of my favourites with you.
Just like my other two books, They Serve Like We Lead and Managing Difficult Customer Behaviour, this one is highly practical and easy to implement. I hope you enjoy it as much as I’ve loved writing it!
If world-class service resonates with you, I’d love for you to grab a copy of the book and let me know how it’s helping you or your team. Order your copy today.
Whether speaking at a conference or conducting a training workshop, my mission is to elevate service standards globally. World-class service begins with leaders who genuinely value and support their teams, creating a ripple effect that transforms the customer experience. It’s my greatest joy to work with organisations to define and deliver world-class service in ways that align with their unique context and vision.
As Robin Sharma once said:
“If world-class was easy, everyone would be doing it.”
But it is possible—with the right mindset, vision, leadership, and commitment.
Here’s to creating many more world-class moments together!