A client recently moved to a newly refurbished hotel as General Manager and asked us to come and stay soon after he arrived to check it out from the guests’ point of view.

I found it so different to just staying at a hotel, one suddenly becomes hyper aware, noticing so many details. I looked at everything from a new perspective and really questioned how each experience could make a difference to each customer.

I came away with two main thoughts; you never know when someone is watching and how do we find the ‘new’ eyes to see how we provide our service for our customers? read more…

It is an absolute truth that you cannot please all of the people all of the time and yet, at times, although we know this intellectually, we do try.  Is it that we really do not want anyone to be unhappy or is it more that we want them to feel good about us? read more…

I seem to spend a great deal of time working with people who actively resist being in the present moment. Often much of their behaviour is unconscious, worrying about what might potentially be coming their way or what they might miss. read more…

It is so hard sometimes to push ourselves to be more than we fear we can be. Sometimes we sit unconsciously in our comfort zone doing just enough and wonder why we are feeling bored or unfulfilled. The comfort zone is where everything feels familiar and achievable, where we can feel in charge and perhaps that we have control. read more…