I inspire good managers to become great team leaders. It’s the quality of your leadership that primarily drives a great customer experience. That’s my conclusion after 25 years in the hospitality industry, anyway.
Let me explain why.
Having a sustainable competitive advantage means your company can do something that’s hard for others to imitate. In the service business, that something is all about autonomy, inclusion, delegation, empowerment, coaching, and putting people first—core ingredients that constitute good leadership.
Some of these ideas are simple to understand, but incredibly hard to implement.
But look under the hood of most* successful service companies and you’ll see that this is how they do it.
My key expertise is helping managers and their teams**understand not just the theory behind this occurrence, but more importantly, convert that knowledge into new behaviour.
I base what I do on the principles of the Service Profit Chain and add practical ideas from the Service Design Thinking. I get the message across using coaching, training, facilitation and inspirational talks, in whatever combination I think is needed in order to get the job done.
*I say most because hardcore discounters don’t have this focus.
**Hotels, amusements parks and large service organisations are my client base.