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Blog
My blogs aim to keep you updated with the latest news from around the business world. Offering a diversity of news topic and trends from the world of sales / telesales training, business coaching, leadership training, customer service training and emotional intelligence.
My articles are designed to inform, educate, and stimulate creative thoughts with my clients, enabling them to embrace and introduce these new ideas into their business sector.
Here is a selection of recent articles….
9 Customer Service Mistakes That Could Be Hurting Your Business
Every business aims to provide excellent service; however, even with the best intentions, small mistakes can quietly damage trust, drive customers away, and damage your reputation. In this blog post, “9 Customer Service Mistakes That Could Be Hurting Your Business,” we’ll examine the common missteps that often go unnoticed but significantly impact customer loyalty, brand integrity, and long-term growth.
Often, the warning signs aren’t loud. Customers don’t always voice their complaints; instead, they simply stop returning.
Here are nine customer service mistakes that might be negatively affecting your business more than you realise, along with practical ways to turn them into strengths:
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Why Listening Is the Most Overlooked Skill in Leadership
In leadership development, there’s a lot of discussion about vision, communication, decision-making, and resilience. However, we should be asking why listening is the most overlooked skill in leadership. This one ability can significantly transform teams, relationships, and results.
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How To Improve Client Retention and Boost Upselling in Sales
In sales, keeping clients is just as important, if not more so, than finding new ones. However, many sales professionals spend most of their time chasing fresh leads while neglecting the goldmine in front of them: their current client base. If you want to grow sustainable revenue, it’s time to focus on how to improve client retention and boost upselling in sales, not with cheap promotions and gimmicks, but with trust, timing, and emotional intelligence.
Retaining clients and increasing their value through upselling isn’t about using aggressive tactics or forcing additional products or services. It’s about building trust, knowing when to act, and truly understanding your client’s perspective. When I’m out on the road coaching account managers during their client visits, I consistently observe that those who take time to connect, listen, and lead with curiosity consistently unlock new opportunities. When guided by emotional intelligence and integrity, upselling becomes an act of service rather than a form of sales pressure.
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How To Use Emotional Intelligence To Handle Difficult Customers
We’ve all been there. A customer walks in or calls, emails, or leaves a review, and their frustration hits like a wave. Whether it’s anger, impatience, or simply feeling overwhelmed, these moments can unsettle even the most seasoned team members. In these situations, and as an Emotional Intelligence Practitioner, I have seen firsthand that understanding how to use emotional intelligence to manage difficult customers is not only helpful but also essential.
Emotional intelligence (EI) is more than staying calm. It’s the ability to read the room, understand what’s really going on beneath the surface, and respond in a way that de-escalates, rather than adding fuel to the fire. In a world where stress levels are increasing and customers have higher expectations than ever, individuals who work in customer service roles with strong EI are not only better equipped to handle challenges, but they also often play a crucial role in maintaining the business’s reputation.
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How Leaders Can Navigate Change Fatigue in Teams
Let’s be honest, your team is feeling the weight of fatigue. Not because they’re lazy or disengaged, but simply because they’re tired. And if you’re wondering how leaders can navigate change fatigue in teams without burning everyone out (including yourself), you’re not alone.
The last few years have been full of “transformations,” “restructures,” “pivots,” and “new ways of working.” While some of these changes were necessary in my role as a leadership coach, I have seen first-hand how the ongoing state of flux has taken its toll. This is change fatigue, and it is very real. As a leader, it is your responsibility to guide your people through it, rather than just pushing harder and hoping for the best, which is what I often see leaders doing.
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Sales Tip: Ditch Email—Calls Close More Sales
Let me just say it: email is many sales reps’ comfort zone. It’s tidy, low-pressure, and gives a sense of control. But if you’re in sales—and I mean real, results-driven, relationship-building sales—you need to stop emailing and start picking up the phone. Telephone conversations build trust, uncover objections, and move opportunities forward in ways email simply can’t. It’s time to break free from your inbox and embrace the power of the phone. In this article, Sales Tip: Ditch Email—Calls Close More Sales, you’ll learn why calls consistently outperform emails in sales, how top reps use the phone to build trust and close faster, and why training your team to master phone conversations is the key to consistent results.
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5 Customer Service Habits That Keep Clients Coming Back
In business, customer loyalty is gold. But loyalty doesn’t just come from great products; it’s earned through consistent, memorable service. The best brands don’t just deliver solutions; they build relationships. And that’s what keeps clients returning, again and again. So, what sets great customer service apart? In this blog, I share 5 customer service habits that will keep your clients coming back.
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Resilience Tips for Leaders
This blog article shares resilience tips for leaders to thrive, navigate adversity, and emerge stronger, ready to face challenges confidently. These strategies empower leaders of small teams or large organisations to navigate challenges confidently, leading with resilience and purpose.
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How to Follow Up Without Feeling Pushy
Following up is a critical part of the sales process, yet it is also one of the most delicate. On the one hand, you want to stay top-of-mind with your prospects; on the other, you don’t want to come across as overly aggressive or annoying. Striking the right balance requires strategy, empathy, and tact.
In this blog article, I share how you can follow up effectively while maintaining a positive, professional impression.
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Top Strategies for Handling Difficult Customers with Confidence
Let’s be honest, working in customer service is not for the faint of heart. You’re the first line of communication, the voice of the brand, and the calm in the chaos when a customer is upset. It’s a role that demands skill but also emotional strength and awareness. In this blog article, I share my top strategies for handling difficult customers with confidence.
Handling difficult customers isn’t about having all the answers; it’s about possessing the tools, mindset, and confidence to navigate those challenging moments with grace and professionalism.
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