Give more than just thanks

With Remembrance Day still fresh in our memories, and as the United States prepares to celebrate Thanksgiving this week, I thought it would be an apt time to draw attention to the spirit of remembrance and thankfulness that marks this time of year. If you’ve ever attended a Thanksgiving celebration, you may be familiar with the practice of sitting around the dinner table as everyone offers something for which they are thankful; it could be your good health and wellbeing, a recent promotion at work, or simply being close with family and friends. Now, put yourself at the dinner table … Continue reading

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Celebrating the skills of men in the customer services industry 

Front of house and events are generally seen as being female dominated but it’s an industry just as suited to men if they have a passion for exceptional customer service. Alex Zolnerciks, Head of Events, shares his experiences… What is your role and what does a typical day at work look like for you? I am Head of Events for the new Mitie event management business Troop. As well as pitching to clients for ad-hoc events, I also place Event Managers or teams with clients to either run their events for them, or just complement and support their existing team. … Continue reading

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Celebrating the skills of men in the customer services industry

It’s International Men’s Day this weekend so we’re celebrating some of the men within our business. Front of house and events are generally seen as being female dominated but it’s an industry just as suited to men if they have a passion for exceptional customer service. Today, Ross Sexton, Reception Supervisor shares his experiences… What is your role and what does a typical day at work look like for you? My role is a Reception Supervisor for a financial client in the City. I look after a fantastically diverse team in an extremely busy environment. We run the operations from … Continue reading

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Celebrating the skills of men in the customer services industry 

Front of house and events are generally seen as being female dominated but it’s an industry just as suited to men if they have a passion for exceptional customer service. Stephen Ritchie, Learning and Development Advisor shares his experiences… What is your role and what does a typical day at work look like for you? As a Learning and Development Advisor for Mitie Client Services, I personally feel responsible for the development of all of the team in my region and often get involved in delivering training for the rest of the country too. No two days are ever the … Continue reading

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It’s World Kindness Day – let’s all do something to make someone smile

Imagine a world where people look out for each other, where we all pay it forward, where success is measured in selfless acts, where kindness is the philosophy of life… This is the world the Random Act of Kindness Foundation hope to create and believe that kindness is the key to making that happen. It’s a fantastic vision and as far-fetched as it might seem to you, it’s one we can all do our bit to support. Kindness doesn’t have to cost a thing, or take up much of our time, but it can make such a difference to someone’s … Continue reading

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Don’t be a stranger to someone suffering from stress

In day-to-day life we all encounter what we think to be stress at one point or another. It can be the smallest or the biggest thing that triggers it and what might be something stressful to you may be something silly to others. But how would you know if you were never given the chance to talk about it? Reception Supervisor, Ross Sexton talks about the dark-side of stress and how little things really can make a difference. “I wanted to share an eye opening story that once had a real impact on my life. It wasn’t a case of … Continue reading

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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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