Customer Culture

The cost of complacency

The cost of complacency

One of the major factors that consumers / clients are facing lately is a rise in complacency. The dictionary states that Complacency is: a feeling of quite pleasure or security, often while unaware of some potential danger, defect or the like...

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Feedback..Schmeedback!

Feedback..Schmeedback!

“We appreciate your feedback as your views are very important to us and we take them seriously. All feedback will be passed on to the relevant departments to be discussed.” WHAT A LOAD OF HOGWASH! Today it appears the customer seems to be getting...

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The Rise of Pseudo Service

The Rise of Pseudo Service

There seems to be a rising trend not only here in Australia but around many countries mainly within larger organisations. That trend is the rise of “Pseudo Service”. What is Pseudo Service? Simply put, it’s the art of getting customers to think...

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Lip Service

Lip Service

  “We care about our customers” “Our customers are the reason we are in business” “Nothing is too hard for us” “Our customers come first” “If there is anything we can do for you.. just...

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What You Water…Grows!

What You Water…Grows!

Recently I was contacted to arrange a time to have a meeting with the Head Office of a Retail Chain. They were wanting to talk to me about how we could provide sales training for their frontline managers. The meeting went well, and we arranged...

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Perception is fact!

As business owners we can tend to fall into a big trap when we assume our customers will accept our word that our service is excellent and better than every body else’s. The whole area of brand perception really needs to be understood better...

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Hidden in plain sight

My stress relief these days is easy. Take the Harley out for a ride. Recently my wife and I, along with some friends, decided to make a day of it and organised a ride down to the harbour in Sydney to have a lazy lunch. As part of the process I...

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