Your Mind Matters
Most of us have been aware of the Every Mind Matters campaign for some time, although I guess its usefulness as a coping mechanism has become far more apparent over the last couple of months, since the Corona Virus pandemic became big, ugly bad news for us all, to the point we’re all searching for […]
Know your worth!
There’s an old saying that goes “People will never rise above their own opinion of themselves and sadly, that opinion is usually rather low” Yet we can NEVER be more than we believe is possible, so we should ALL start believing in possibilities, right!? We have to become our own Publicity Agent We can’t hire […]
We do not see things as they are – we see them as WE are!
The title above is a quote attributed to the prominent writer Anaïs Nin in 1961, this maxim was better articulated by the late great Stephen Covey in his best-selling book The 7 Habits of Highly Effective People when he quoted that “each of us tends to think we see things as they are, that we […]
You get what you FOCUS on!
Over the past few weeks, news of the spread of the corona virus has dominated the media and the messages have been rather bleak and scary, to say the least. They’re in our news feed; in our inbox; on Facebook, Twitter, Instagram and LinkedIn and many people appear to be gripped with FEAR as a […]
The Change Curve
I normally reserve talking about the well renowned Change Curve (a model originally developed in the 1960s by Elisabeth Kubler-Ross to explain the grieving process) for our culture change projects – and in particular, to help frontline teams and leaders understand that emotional, irrational reactions to significant business change are perfectly NORMAL. The original Kubler-Ross […]
Resilience is KEY!
At times like this, though I’ve never actually experienced ‘times like this’ in my entire lifetime, it’s really important to be extra vigilant about who you hang around with. The brilliant motivational speaker Jim Rohn famously said that “we are the average of the 5 people we spend the most time with…” So, it makes […]
How DIRTY is your language?
Were you aware that saying things like ‘don’t worry’, ‘bear with me’ and ‘sorry to keep you waiting’ (all common phrases within frontline operations like yours) are setting you off on the wrong foot, before you even begin to influence how your customer feels about your organisation? WHAT you say and HOW you deliver your […]
Your 30-minute FREE online Training Event
Here at FIT, we are all about helping you deliver world class customer service, so you can differentiate yourself from the competition. This week we are taking the word VALUE to a whole NEW LEVEL. I’ve recently created an online training event, which is jam packed with practical, useful & helpful CX strategies, which you […]
Double your appointments in just 15 minutes!
Telephone sales and appointment setting remains one of the most productive and cost-effective methods of reaching new clients for many businesses – but only if you have properly trained people representing your brand at the other end of the ‘phone! Many of you will know that, here at FIT, our trainers have all walked their […]
Have a break – have more than a KitKat!
It’s a short week for me this week, so this week’s post is going to follow suit… I guess I’m not the only one feeling a little deflated right now with the very sad news about the demise of our beloved “Tommy” Cook this week. Among all the wretched and sensationalised Brexit news (which frankly […]