Top Ten Tips To Build a Superior Service Culture
Promising to provide "excellent service" is no longer enough for your customers or your staff. Excellent at what?...(read more)

Co-Pay is a Win-Win-Win
My first book, UP Your Service!, hit #1 on the national bestseller list within three weeks of release. Thousands of copies have been...(read more)

Literally 'Burying the Hatchet'
Relations between two departments had deteriorated badly over the years. One was a state government...(read more)

Who Loves the Taxman?
The old saying goes, 'No one loves the taxman', but if I must pay taxes, the people at the Inland Revenue Authority of Singapore (IRAS) are the folks I'd rather...(read more)

Chasing Chickens Builds a Better Culture
A technology company and major distributor teamed up as business partners to serve the banking market. But both companies were so...(read more)

The Police Debates
When a senior officer of the Singapore Police Force (SPF) asked for my opinion about service improvement, mindset training and new technology, I became ...(read more)

A Rising Tide Lifts All Boats - Except Those That Sink!
Clients often ask me how to motivate stodgy 'old-timers' to give better service, work more effectively on teams or...(read more)

Harness the Power of Praise
'Another day, another dollar', 'Thank God it's Friday', 'You can take this job and shove it!'. Why are so many common...(read more)

Bang! You're a Winner!
'Right Selection' in Dubai organizes seminars and training programs and distributes great books. They keep their staff...(read more)

$50 Jokers and 52 More Ways To Win
Kym is Managing Director of 'Messages on Hold'. But there's nothing on-hold about the way he encourages service quality and builds loyalty among...(read more)

Bend the Rules and Win!
Give a prize each month to the person who bent the rules in the most effective or customer-pleasing manner. And the prize? Something that...(read more)

Eye-to-Eye at the 'Staff Recognition Center'
The Singapore National Eye Center has a unique approach to building customer loyalty and boosting staff morale. In the attractive main lobby, management...(read more)

It Pays to Help New Staff Start Right
Effectively orienting your new employees can pay big dividends in staff retention, employee commitment, company culture and customer satisfaction. Staff members who...(read more)

Make Your Staff Suggestion System Make Sense
Markets demand greater innovation. Customers have rising expectations. Your competitors are more nimble than ever before. You need new...(read more)

How Does Singapore Airlines Fly So High?
As a professional speaker, I often share stories and examples of companies that deliver great service. One company that's easy to talk about is...(read more)