Archive for July, 2014


Young women in the workplace

Young women in the workplace invariably get asked to do one of the most challenging and therefore most emotionally demanding jobs for their organisation, front-line customer service. Young men too, yes, although the majority of front-line customer service staff across ANY industry is women.

Why is this? I fail to understand the logic behind this other than it being a throw back to our paternalistic past when young women were thought of not having what it takes to be behind the scene doing the ‘real’ work of running the organisation and simply being a pretty face to welcome the customer.

I was shocked to hear today that two young women in my training had attended customer service training a few years ago (with another company obviously) and they were taught that the best thing they could say to an upset customer is, “I’m sorry for the way you feel but…” Why the hell should they apologise for the way someone else feels?!

I have been delivering customer service training for 4yrs and the demographic in the training room hasn’t changed. I suspect that in 4yrs time it will be the same. Well, I guess they are at least getting the training to deal with what seems to be an ever increasing hostile customer base full of entitled people.

If you have a young daughter, please please please, start training her now to stop apologising for the way other people feel. It simply isn’t her responsibility and apologising for someone else’s feelings sets her up to be submissive to everyone else she comes across.

How many of your staff are being submissive to your customers? Submission is not the basis for a relationship of any kind, especially in business.

Here’s something worth watching


Get your brain into gear

“Get your brain into gear” is something we never really think about but we are told to do a lot, usually as a form of point down.

I discovered years ago that getting my brain into gear was the only way that I could get the outcomes that I wanted. So what does it mean to get your brain into gear.

Well, it could be taken that for the most part we operate on automatic (reacting to our environment on automatic without thinking and this usually is an amygdala response to life); the gear its in predominantly is reverse so we keep getting the same results (this is called living in the past); or it could mean get it in first gear (living into a future that you create).

We all use our brains in different gears and yes we sometimes shift between any and all of the above. I make a conscious effort to use first gear and create the tomorrow I want today. I ask participants in workshops to create the reality of tomorrow TODAY and report to me via email how their tomorrow plays out. For the very large majority they report that to their surprise the day played out just like they planned.

Create your tomorrow TODAY at the end of each day and see what happens tomorrow. Then write to me and tell me how your day played out. “My tomorrow is going to be…” I really look forward to your responses.

Something worth watching

Something worth reading


Call to action

Everyday we receive a ‘call to action’ from somebody out there on the world wide web, on the street, in the media and of course on social media platforms. ‘Mum says if I get 100,000 ‘Likes’ I’ll get a new puppy’.

I was asked last night after a reader received my blog post, “Where’s your call to action?”

Seriously folks, can’t we just chat? Can’t we just start a conversation that has people start to think, talk and share their views without broadcasting ‘Hey you out there I’d like you to respond to this blog after reading it.’ I mean, the invitation is already there for you to respond as I put my thoughts out there in the most public place on the planet.

Does everything really have to have a marketing edge? If it does then I fear we have reduced ourselves and our species to nothing more than a bunch of self absorbed sales people that believe we have the answer for everything and everyone.

I have no answers, only questions and if in the sharing of our thoughts we solve a few problems or come closer to solving some then it was a great conversation to have.

Something worth reading