by jamie | Mar 18, 2024 | Culture Shift, Employee Engagement
I was in a committee meeting last week unexpectedly dominated by a bully: ✓ They controlled the agenda and flow of conversation. ✓ They weren’t open to other people’s ideas or suggestions. ✓ They always had to have the final say. This was a new committee and our very...
by jamie | Jun 3, 2015 | Culture Shift, Customer Experience
The word concierge has long been synonymous with white glove service. However, I’d like to argue that many businesses are putting too much emphasis on the word itself and not on the actions of its staff. Over the last decade the profession has expanded...
by jamie | Apr 21, 2015 | Culture Shift, Employee Engagement, Empowerment
I love sharing my wisdom on service excellence and on the importance for management to motivate and train front line staff. Over the last month, I have been facilitating interactive training seminars all over the region, to rooms full of executives, managers and...
