Monthly Archives: January 2013

Customer Service: The Soap Story

This is a true story of correspondence that took place between a hotel guest and the staff.  The hotel that submitted this has a policy of giving free soap to all of its guests. Dear Maid, Please do not leave … Continue reading

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Develop Your Star Competencies

What is a competency? A competency is the skills, experience, knowledge and observable behaviours that we use to do a job or task. According to Daniel Goleman, there are two types of competencies: Threshold Star Threshold competencies make the person … Continue reading

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How To Retain Your Key Staff

A key theme for Directors is “How do we retain our key staff and ensure that they will stay?” This question resonates even more strongly when you have a small team and a small budget. Ensuring that key staff will … Continue reading

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Your Appraisals Don’t Work, Probably

What does an appraisal mean to you? This may seem a funny question, however it strikes at the heart of why appraisals don’t work. If appraisal time is a time when you have to shoe-horn this activity into the daily … Continue reading

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