Category Archives: Jurek’s Blog

What happens when you recommend

What happens when you recommend Jurek Leon - Monday, December 01, 2008 This article from John Stanley, written after a recent visit to Melbourne brings up some great points highlighting what can happen when we recommend another business we are confident in. “I had read that the restaurant I should eat at was ‘Seagrass’ on…
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Great service is about wanting to hear

Great service is about wanting to hear Jurek Leon - Wednesday, November 19, 2008 The following story was told by Phillip Van Hooser in his book titled, ‘Willie's Way’. I really like it and hope you will too. The conversation was pleasant. Earlier in the day I had presented a service professionalism training program for…
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Satisfied Customers are Disloyal and as for the Whingers!

Satisfied Customers are Disloyal and as for the Whingers! Jurek Leon - Monday, September 01, 2008 If customer service is all it’s cracked up to be, how come customers tell us they are satisfied with the product and the service, but if it’s more convenient or a lower price, they buy from the opposition? Ever…
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The Best Service Is No Service

The Best Service Is No Service Jurek Leon - Monday, August 18, 2008 According to the authors of this newly released book, we usually seek service from a company when something has gone wrong – the product doesn’t work, it wasn’t delivered on time, the bill is wrong.  If companies can get those things right…
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The 7 Habits of Highly Effective People

The 7 Habits of Highly Effective People Jurek Leon - Monday, August 11, 2008 HABIT 1 : BE PROACTIVEYour life doesn't just "happen." Whether you know it or not, it is carefully designed by you. The choices, after all, are yours. You choose happiness. you choose sadness. you choose decisiveness. You choose ambivalence. You choose…
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Lessons from Britain’s Most Loved Retailer

Lessons from Britain's Most Loved Retailer Jurek Leon - Monday, August 11, 2008 by Jurek Leon At the 4-day 2008 European Conference in Customer Management, I attended in London, one of the most fascinating case studies was provided by Andrew Macmillan a senior executive with John Lewis department stores who shared some of his learnings…
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How a Duck became an Eagle

How a Duck became an Eagle Jurek Leon - Saturday, July 19, 2008 'Stop complaining! Differentiate yourself from your competition. Don't be a duck. Be an eagle. Ducks quack and complain. Eagles soar above the crowd. The eagle will fly to some high spot and wait for the winds to come. When the storm hits,…
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Dare to be Daft

Dare to be Daft Jurek Leon - Thursday, June 26, 2008 Richard Branson said it and Robert Stephens epitomised it.  They were two of the stand out presenters at the 2008 European Customer World Conference in London. Richard Branson you know, but who is Robert Stephens?  He founded the Geek Squad in 1994 in Minnesota,…
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Mobilise Your Customer Sales Force

Mobilise Your Customer Sales Force Jurek Leon - Monday, April 14, 2008 Take your name out of the phone book, stop all advertising, lock your front door, take a chainsaw to your reception desk and fire more than 50% of your customers. This was the approach taken by Dr Paddi Lund, who runs a three…
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