World Mental Health awareness

According to The Adult Psychiatric Morbidity Survey and the Mental Health Foundation, one in six adults had a common mental health problem in the past week. In fact, by 2030 depression could be the largest cause of illness globally. Another survey polled by Mind, the charity that champions better mental health, revealed that one in five people felt they couldn’t tell their boss if they were overly stressed at work and less than half of people diagnosed with a mental health problem had told their manager. These are scary statistics which is why Paul Farmer, Chief Executive of Mind, says … Continue reading

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The power of the smile

In front of house services we’re often asked what we think is most important in securing that exceptional guest experience.  Eye contact, professionalism, smart appearance?  Of course these are all undoubtedly crucial in ensuring a great guest journey; however, there is one skill that outweighs all of the rest. It’s a skill that can essentially make or break your guest’s journey and your company’s reputation… that is a simple smile.  It is, after all, the universally understood language.  Everyone understands the positive message it brings without uttering a single word.  So, what is it that makes a smile so important? … Continue reading

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Reward and celebrate

Imagine attending a football game where the entire stadium is silent, except when their team scores. What kind of atmosphere would that be? How do you think that would impact the players? This story has stayed with me ever since I read the excellent book Gung Ho! by Ken Blanchard. The football analogy is perfect for what sometimes is lacking in business. The stadium fans are cheering their side along throughout the game, not just when they score. When it comes to recognition in work, all too often people only hear back when things have gone wrong. This, in turn, … Continue reading

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Collaboration is key in the role of a trusted advisor

In the last five years, the landscape of tendering for new business in the facilities management (FM) industry has changed enormously. Research shows that over 60% of service contracts now involve a combination of services or a full total facilities management (TFM) model. As larger and more complex bids to win business become the norm, a key theme that has emerged is a desire from clients for suppliers to achieve a ‘trusted advisor’ role for the organisation. This is one that involves a level of collaboration, trust and partnership beyond the traditional client/contractor key performance indicator based relationship. For those … Continue reading

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The importance of a defined Customer Service Strategy

A few years ago I had to write a full set of Standard Operating Procedures (SOPs) from scratch along with a customer service training programme for a brand spanking new flagship operation.  This was an office that was to be run like a hotel, but without the beds, and it demanded an exceptional level of service standards across the guest journey which included; door concierge, concierge desk, reception, business lounge, client business lounge, floor hosts and bookings. I wanted to push the level of service offered, to make it better than anything I had done before. As I started to … Continue reading

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Understanding complaints

Working within the service industry for over 25 years, I’ve noticed that people complain in many different ways – from offering ideas and feedback to improve the service, to frustration, upset and sometimes aggressive behaviour. Gone are the days of a face-to-face jousting battle to get a personal outcome as customers now have a range of different methods available to them – from calls and emails, to the dreaded social media rant. Interestingly, the number of people escalating complaints on social media in 2015 went up to 36%. And, these customers tend to expect a response within 60 minutes even … Continue reading

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Do you know your customers’ priorities?

I am passionate about exceptional customer service and the difference the right people can make to the customer experience, so I am excited about this year’s National Customer Service Week. With 70% of the UK’s working population dealing with customers in their job, it’s a week promoting the customer service industry and the role customer satisfaction can play in driving business performance. What would your customers rate as their highest priority when it comes to service? The world is changing faster than ever before and as customers we are all much more used to new technology and the speed and … Continue reading

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The power of support through mentoring

I am very passionate about anything that relates to the armed forces, especially around mental health. My husband left the army in 2010 suffering with Post Traumatic Stress Disorder (PTSD) and struggled to adapt to life outside the army. I witnessed first-hand the emotional struggle that individuals and their families face and I want others to know there are ways we can help. My husband spent two years struggling before seeking professional help but after finding support he has improved his mind set and adapted fully to life outside the army. With the support of his family he’s just completed … Continue reading

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It’s the leader that sets the tone

Leadership is a funny old thing and a topic I’m passionate about exploring in my role as a Learning and Development Advisor. It’s often painted as a highly elusive status only the pure of heart achieve. We set out on a journey to avenge the down-trodden, lead with integrity and be visionaries of our time. Sometimes it sounds like a quest for the Holy Grail. In reality, we are already leaders, because leadership roles are all around us, not just in a work environment. I recently read in an online article that “many people wonder if leadership can really be … Continue reading

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Induction into the Mitie Family

I have recently finished my induction into Team Exceptional having joined the Mitie family on 31 May. I’ve had a lot of on-the-job training since I started but the final piece of the plan was a three hour ‘induction’ which was all about the brand and values, our people, the culture and what we can do for our clients but it was wrapped up in a totally unconventional way. There are many groups in life you may have encountered at school; the early birds, the latecomers, the shy, the loud etc.  At the Induction I was one of the early … Continue reading

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