It was an awe-inspiring moment during the conference listening to Reese Witherspoon. A renowned actor known for her iconic roles in films like "Legally Blonde," "Sweet Home Alabama," and "Walk the Line," she also has a reputation for her remarkable business acumen. Reese is the brilliant mind behind 'Hello Sunshine,' a highly successful company that produces several female-led literary adaptations.

What struck me during Reese's captivating speech was her emphasis on caring, empathy, kindness, and compassion. She shared heartfelt stories about her genuine concern for the people working in her company and for her audiences.

“A must-read for every leader in customer service.”

“They Serve Like We Lead - How To Take Care Of Your People So They Take Care Of Your Customers.’ Today, I am thrilled beyond words to announce that it is now available and ready for purchase!

there are several reasons why a customer may not receive a positive experience, or poor service is delivered.

No standards or clear expectations for the team

Poor processes

Technology issues

Lack of induction and training

Lack of coaching and feedback

Lack of tools to do the job

Poor leadership

Team member not suited to the job or role

Poor attitude.

Note that poor attitude is the least likely factor.

If an organisation does not have any standards in place, I recommend creating them as a priority as they are such an important foundation of building any service culture. They can then be used in orientation, onboarding, training, coaching and performance goals and it is where all great service begins. It gives everyone the opportunity to know what is expected of them, and what great service looks like for each organisation.

How a team member is welcomed into an organisation will have a long-term impact on how they feel about the organisation. This begins on their first day and continues throughout the formal orientation and longer-term onboarding process.

USA Today reports that 67% of gym memberships go completely unused. But even among those who do use their gym membership, many are not exactly regular. Finder.com says 56.6% of members use the gym twice a week, 20.7% go once a week, 6% go once a month, and 7.4% go less than once a month.

When a customer service team seems to be in a spiral of negativity, I encourage all service leaders to ask one key question.. WHY… “Grant me the serenity to accept the things I cannot change; courage to change the things I can; and wisdom to know the difference”

If poor customer behaviour is not addressed, not only is there a potential safety risk to the team but also sends a message to the customer that their behaviour is acceptable and they can continue to act in any way they like in the future. This has a significant impact on team morale and can lead to increased fear, absenteeism, disengagement and ultimately attrition. No one wants to work for an organisation who doesn’t put their safety first.

They Serve Like We Lead - My new book is designed to be a really practical guide going deep into the application of all of the principles of service leadership. And it is my greatest joy to share this news with you all first. I can't wait to share more with you over the upcoming weeks, including the release date, pre-orders, and also the upcoming book launch. I want to thank you all for inspiring this book. It has been the work that I have done with the customer service community, both the frontline and leaders that have inspired every word that was written in this book.

Over the past twelve months, I have watched our customer service community continue to shine despite some very challenging circumstances including stock shortages, labour challenges, increasingly challenging customer behaviour and customer expectations continuing to rise. Regardless of whether you are working in the commercial, government or not-for-profit sector, customers are expecting an experience that is fast, easy and personalised. According to a recent PWC survey, nearly 80% of consumers say that speed, convenience/ease of use, knowledgeable assistance and friendly service are the most important elements of a positive customer experience.

Sarcasm can be defined as a “sneering or cutting remark.” It is interesting to note the word sarcasm comes from the ancient Greek word sarkázein, which meant “to tear flesh.” That verb became a metaphor for “speaking bitterly.” How often have you heard the expression that sticks and stones can’t break our bones? Words however, can be hurtful. Even the ancient Greeks recognized that sarcasm feels like someone is digging into you!

Personalisation is one of the most important factors in customer experience. Research shows personalisation can deliver 5 – 8 x the ROI on market share and can lift sales by 10%. It is undoubtedly worth the effort to try and get it right. Personalisation that is meaningful to a person shows a deep level of care and consideration. At the end of the day, we are all walking around with an invisible sign on our head that says, “Make me feel important.” The customer and employee experience is so much about how we make people feel. Seizing opportunities whereby that extra level of thought and care can go a long way to building and strengthening both customer and team member loyalty.

If you have ever run a marathon, delivered a speech, or prepared a dinner party or a special event, you will know the importance of preparation. I am sure you have all heard the saying: “Prior preparation prevents poor performance (or a version of this!)” There is so much truth in this statement!

I became acutely aware of how often we were referred to as “Hey guys”. This shift is something that from a customer service perspective, organisations can no longer afford to overlook, and creating an inclusive environment in all elements of diversity is critical. It has always been the goal of customer service to make all customers feel welcome, included, and comfortable and the consideration of gender pronouns and gender-neutral language in customer service interactions and customer experience design is essential.

I had a very insightful discussion with a fantastic Customer Experience Leader. He shared the story of one of his team leaders who had wonderful rapport and connection with her team, yet found it incredibly difficult to address a team member when they were not delivering the expected level of customer service. It filled her with dread and was something she actively avoided, therefore the behaviour continued and, in some cases, worsened.