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May 27, 2025

Sweat More in Training, Bleed Less in Service

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May 12, 2025

Service is a Frequency – But You Have to Make Time to Tune In

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April 15, 2025

GenX: Create, Don’t Complain

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April 1, 2025

A Better Service Story

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March 18, 2025

Leadership drives your NPS

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March 12, 2025

Seeing 20/20, Service 0/10

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February 10, 2025

The Cracks Leaders cant See Until It’s Too Late

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January 28, 2025

The Blind Spots You Don’t See Until You Do 

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January 13, 2025

The Biggest Service Shake-Up Since 2020 Is Coming in 2025 – Will You Be Ready?

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January 13, 2025

The Hidden Cracks in Service Culture: Why Good Isn’t Good Enough Anymore 

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November 19, 2024

How to make service excellence sticky

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November 6, 2024

You say you are committed, really?

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October 21, 2024

Boomers, Gen X and Gen Y, you have a very important role to play in this era

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October 7, 2024

Will they bring you flowers when you retire?

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September 23, 2024

To be most loved and #1 in your industry, first you have to believe

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September 11, 2024

The seven notes you need to hit to create a service culture of WOW

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August 29, 2024

Customer Service as a Spiritual Practice

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July 25, 2024

How willing are you?

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July 5, 2024

Increase your sales, profit, customer happiness and team happiness by 30%

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June 21, 2024

The secret all service leaders MUST know!

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June 6, 2024

High-tech, high touch – a future service playbook?

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May 21, 2024

Think of a leader you’ve worked with

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April 24, 2024

A Cleaner, a CEO and Australia’s Favourite Airport

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April 5, 2024

Humble and Magnificent Service Leaders

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March 22, 2024

Extraordinary Service doesn’t need to be a Utopian dream!

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March 15, 2024

Praise Effectively

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March 7, 2024

 Two future – proof must do’s to lead the future of service

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February 23, 2024

To Deliver Great Customer Service, Play Every Point.

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February 2, 2024

Being served by someone who’s stressed

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January 11, 2024

Want more joy at work in 2024?

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December 13, 2023

I’m interested… how many kilometres did you run today?

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December 7, 2023

I Radically Transform with a Little Help from my Friends

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December 1, 2023

Indulge Your Imagination and Transform Your Service Culture

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November 24, 2023

The one non-negotiable for your business to stand out in 2024

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November 10, 2023

Great Customer Service is a Relay not a Sprint

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November 2, 2023

Service leaders: prepare to fail

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October 27, 2023

Hello? Ever feel like you’re constantly distracted?

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October 19, 2023

Serve the Future

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October 12, 2023

Sneaking Past Your Stories

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October 5, 2023

Being human is our advantage

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September 26, 2023

What do TV Detectives, Dutch Supermarkets, and Great Customer Service Have in Common?

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September 21, 2023

Six reasons why 2023 is a good time to challenge your company values

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Group of young business people are meditating and doing yoga on the floor inside a sunlit office. They are doing a stress-relieving exercise.
September 14, 2023

Can I Meditate if I Can’t Sit Still?

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September 7, 2023

Are your service norms outdated?

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August 31, 2023

Thanks for what you didn’t say

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August 24, 2023

Service Performance needs more than care

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August 15, 2023

Believe

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August 3, 2023

Unconscious needs in service

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July 13, 2023

Better service. Believe it.

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June 21, 2023

A letter to the leaders who want service transformation

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June 8, 2023

Service stories show how you measure up!

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May 25, 2023

The future of service needs updated software and soft skills  

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May 11, 2023

Customer service for dummies

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April 20, 2023

If your customers find themselves in queues, celebrate it!

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March 15, 2023

Get people back in the office to drive better customer service  

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February 28, 2023

Want consistent customer service? Think 80/20 

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February 15, 2023

Time well spent vs time well saved 

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February 2, 2023

Thinking about service while your competitors are sleeping 

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January 19, 2023

Customer service training is useless

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December 15, 2022

One wish for service

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December 1, 2022

Three words of advice for the leader of the Victorian State

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November 10, 2022

Service staff need to be truth tellers, not fortune tellers

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October 17, 2022

The skill of delivering great service at scale

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October 4, 2022

An ode to Customer Service heroes  

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September 14, 2022

Can you deal with the human stuff? 

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September 1, 2022

Three keys to unlocking self – care 

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August 25, 2022

Out of touch with your customers?

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August 19, 2022

Letting go of expectations

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August 10, 2022

Too busy to serve? 

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July 28, 2022

The new tanty pandemic is adding to our customer service gap

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July 21, 2022

Who do you trust most?

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July 14, 2022

Don’t blame the pandemic for your rudeness 

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June 30, 2022

Survival of the kindest

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June 23, 2022

Clean conversations

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June 16, 2022

Customer Abuse

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June 9, 2022

For the love of everyone around you… just breathe!

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June 2, 2022

Don’t be left behind.

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May 26, 2022

Wishful or watchful wellbeing?

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May 5, 2022

A tale of two businesses: path of misery or path of joy?

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April 28, 2022

Manage stress to manage service 

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April 21, 2022

Recovery week for strength

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April 7, 2022

Turn grey areas of customer service blue

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March 25, 2022

The one thing confident service professionals do not do

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March 17, 2022

A year of surrender

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March 10, 2022

Please acknowledge me!

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March 3, 2022

Calm amongst the chaos

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August 18th 2025

8:30AM-5:00PM

Glasshaus Brucke, Richmond, VIC

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