A few weeks ago I was asked to address an exclusive group of SME owners on the subject of building customer satisfaction and, by extension, customer loyalty. Having spent the last 15 years helping businesses around the world become more successful as regards customer service and sales, I was in my element! Let me share with you six of the many tips that Read more…
Today is a special day for all of us because, like every single day, we will experience it only once in our lifetime. For me, however, it is rather more special: it is my birthday!
Now we all know that some people are hesitant to reveal Read more…
The price of success is hard work, dedication to the job at hand, and the determination that whether we win or lose, we have applied the best of ourselves to the task at hand. Vince Lombardi
One Thursday afternoon I was relaxing in one of my favourite coffee shops when I suddenly found myself giving my undivided attention to the conversation that was taking place at the next table. Some kind of transaction was clearly taking place and I was curious to see and hear where it would lead.
The person sitting with his back to me was saying, “No, it’s far too expensive. There’s no way I’m going to Read more…
As the writer, inventor, diplomat and politician Benjamin Franklin once said, “An ounce of prevention is worth a pound of cure.” In my case, that “ounce” definitely turned out to be a “pound”, due to the insistence of two of my childhood friends, Michalis and Christos Potamitis, that I undergo a routine colonoscopy and gastroscopy.
I eventually listened to them and I’m glad I did. The outcome of this particular check-up Read more…
During the first 50 days of 2017, I’ve already had the pleasure of delivering three customer service/customer care workshops to three companies, each of which is active in an industry that is completely unrelated to the other two.
Part of the workshop was all about ‘mystery shopping’ (I carried out both in-person visits and phone calls to my clients as well as to their competitors) and I presented the findings during the workshops.
Where they all (100%) ‘failed’
Some things may appear obvious and yet an astonishingly high percentage of customer service representatives make the most elementary mistakes. Even though I started every conversation by Read more…
I am writing this on the 8th floor of the NJV Athens Plaza Hotel, where I have just delivered my final seminar of 2016 – on change management and advanced communication – to the hotel’s management team. Before heading for the airport and home, I have some time to reflect on the past 12 months, during which I have worked in eight countries with clients ranging from small startups to renowned educational institutions, such as University College London and the University of Lausanne, and global conglomerates like Ericsson. In this final blog post of 2016, I would like to share with you some of the lessons I have learnt this year. Read more…
It took me less than a month to devour “Shoe Dog”, the autobiography of the iconic (and very successful) Phil Knight, the founder of Nike, one of the world’s largest suppliers of sports shoes and clothing and a major manufacturer of sports equipment. In November 2015, Forbes ranked Knight at No. 15 on its list of the world’s wealthiest people, thanks to an estimated net worth of US$28.1 billion.
It may be seven years old, but Pixar’s movie “Up” has finally struck a chord with the whole of the Virardi family! The 2009 animated feature has managed to create a roller-coaster of emotions for my wife Christine and our son Rolando as well as for me. We love it so much that we have seen the whole movie 10 times and watched the “Up” trailer more than a 100!
If you haven’t seen it and you’re thinking that Read more…
In 2003, a new business-focused social networking site called LinkedIn was launched with the aim of helping people network professionally. At first, like many people, I was hesitant to join something unknown but, eventually, I conquered my resistance to the idea, telling myself that, since the service was free, I had nothing to lose but the time it would take me to set up an account and add a photo. I went ahead and I have been a member ever since.
Four years later, in 2007, LinkedIn introduced Read more…
Some years ago, when I was working for the Virardi family business, I always made a point of asking our converted customers this question:
“What was it about Virardi Enterprises that made you hire us instead of one of our competitors?”
The many and varied answers I received could be very revealing, sometimes even forcing us to completely re-think our strategy and approach.
Since forming my own company, which deals in training and developing individuals as well as motivational speaking, I have continued to Read more…