Uplifting Service - Blog

Congratulations to Fiji Airways for being awarded the Skytrax 4-Star rating and for earning the “Best Airline Staff in Australia Pacific” commendation! We are delighted to share these milestones achieved by Fiji Airways with our […]

The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of […]

Many senior leaders assume that service performance improvement only requires a front-line training initiative. This is a fundamental mistake. A strong and successful service culture demands the power of a senior leadership team that is […]

This blog continues from my earlier posts where I offered Step One and Step Two to engage Ambassadors and Supporters in your service culture change initiatives. Step Three: Grow your people to grow your culture […]

In my previous blog “Gaining Buy-In for Your Culture Change” I used a smooth bell curve to illustrate how leaders can systematically convert employees from Adversaries and Defectors, to Neutral and Supporters, and ultimately to […]

How can leaders effectively create a service culture transformation and ensure that all employees not only adopt, but also, embrace this change? Change can be disruptive and is often stressful. As a result, many people […]

What differentiates you from your competitors? How can you stand out from the crowd? Look into what your organization provides: your products and services, your delivery systems, your employee’s attitudes and the way you build […]

What have you done today to put a smile on someone else face? Have you given a little thought, put in a little effort, in an attempt to uplift someone else? Or are you too […]

We often hear leaders say, “We want our people to have a better service mindset.” What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass […]

I am into the second week of my new job and today, I brought to work a book that has greatly influenced me over the past 10 years. The book, UP! Your Service, is about […]