Category Archives: Jurek’s Blog

Build it and…

Tie your promotions in with what is being talked about in the media as Lego have done here. Alright, alright, I know its fake news and I shouldn’t really be spreading it but you get the point, don’t you? Source: I pinched the image from ‘More funny, more money’ former Australian comic of the Year,…
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Staff recognition

I’m not a great fan of formal Employee of the Month programs as they can become a popularity contest and fall by the wayside. This can leave a bad taste and lead to demotivation of the team, the opposite of the boss’s intention. One business I’ve been working with lately has a peer recognition system…
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Slow down to get more done

Following the recent post, ‘Slow Down to Go Further’, I’ve had a few discussions with overworked and often overwhelmed business owners and managers striving to get even more done. This prompted me to look out and share this wonderful advice from Rollo May: “When we know the way we should be going we are steady…
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Slow down to go further

This is the time of year when many of us take time out to review how things have gone and readjust our focus for the months ahead. In doing so, take time to reflect on what you should do less of so that you can create capacity for what you want to do more of.…
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A Hidden Benefit of Customer Surveys

I’ve held discussions with four different clients wishing to ‘pick my brains’ on issues relating to gathering feedback.  Here are five of the key reasons I shared on why actively seeking customer feedback works with a focus on the hidden benefits arising from the fifth of these points. 1.     Taking the time to ask customers…
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Personal brand explained

There is a lot of emphasis these days on having a personal brand, but what does this mean for you? I’m not sure of the original source but my favourite explanation is: Your smile is your logo. Your personality is your business card. How you leave others feeling after an experience with you is your trademark.…
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signage to suit your customers

Once you are clear about your key customer types you can focus on what matters to them – even though it may put others off, others who aren’t a focus for your business. This is well portrayed via the sign in the café at VisAbility (formerly Institute for the Blind) in Perth, Western Australia. Customers…
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Share this with your accountant or lawyer

In a study of 85 UK law firms involving over 400 client experiences: 1.      Only 25% of offices displayed opening times 2.      Only 50% of the time did the receptionist tell the client the name of the solicitor they would be seeing 3.      Only 51% of firms used the client’s name at any time during…
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Mystery Shopping isn’t just for retail businesses

When working with clients in the B2C sector (Business to Consumer – Dealing with the public) on their service experience or selling skills I always ask if they are regularly mystery shopped and if so arrange to review the reports. The feedback from these reports helps to identify gaps in the service experience; gaps we…
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Customer service is everyone’s role

Who are the key customer service providers in your organisation? The receptionist, counter staff, telephonists? These are the people who are first to receive customer service training in most organisations. That’s good, but equally important are the truck drivers, installers, on-site maintenance workers and people who provide information of a technical nature over the phone.…
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