17 January 2020
Power of a handshake  – Part 2 Prime The Pump

Power of a handshake – Part 2 Prime The Pump


THREE SECONDS! That was the length of the handshake that made history on June 12, 2018. Reporting for the Sunday Morning Herald, Foster Klug recou...
10 January 2020
The Power of a Handshake

The Power of a Handshake


The French kiss, the Japanese bow; the Malays put hand on heart, the Tibetan people stick tongue out and the New Zealanders touch nose. But whether it...
03 January 2020
Pay Attention to Your Employees!

Pay Attention to Your Employees!


I still smirk each time I remember the comment of an employee on his Annual Performance Appraisal - “Pay Attention to Me.” I must say though, s...
20 December 2019
Why star employees’ passion dissipates?

Why star employees’ passion dissipates?


A friend reached out to me recently in a state of ‘brownout’. She claimed that she loves her job, shows up and is present, is one of her organizat...
13 December 2019
Dont lose your employees to ‘Brownout’

Dont lose your employees to ‘Brownout’


Dear Manager, please accept this letter as notice that I will be resigning from my job. Would you be surprised if most of your star performers were to...
06 December 2019
‘Social Media’ puts the power back in the hands customers

‘Social Media’ puts the power back in the hands customers


If you are hoping for an overall positive experience for customers, offering preferential treatment to some while others not receiving, bear witness, ...
29 November 2019
How does preferential treatment impact justice perceptions and customer satisfaction levels

How does preferential treatment impact justice perceptions and customer satisfaction levels


Is an increase in satisfaction for the customers you are giving preferential treatment worth more than the reduced levels of customers satisfaction fe...
22 November 2019
Is preferential treatment of some customers worth the dissatisfaction of others?

Is preferential treatment of some customers worth the dissatisfaction of others?


Were you ever at a restaurant and noticed that other customers were receiving service at a different level to what you were getting? Or, as a service ...
15 November 2019
Customer loyalty – key in building your business

Customer loyalty – key in building your business


Is marketing promoting and selling products or services? Is it market research and advertising? Marketing is much more than a strategy to lure people ...
08 November 2019
Advertise when business is up to keep it up, and advertise when business is down, to push it up

Advertise when business is up to keep it up, and advertise when business is down, to push it up


Saying I will advertise when business picks up is like an employee saying: give me a raise and I promise I will show up for work and deliver. Or, a...