August 18th 2025
Blog
Receive service insights and inspiration from our founder, Jaquie Scammell, straight to your inbox.
Explore the blog archive

May 27, 2025
Sweat More in Training, Bleed Less in Service
Read More

May 12, 2025
Service is a Frequency – But You Have to Make Time to Tune In
Read More

April 15, 2025
GenX: Create, Don’t Complain
Read More

April 1, 2025
A Better Service Story
Read More

March 18, 2025
Leadership drives your NPS
Read More

March 12, 2025
Seeing 20/20, Service 0/10
Read More

February 10, 2025
The Cracks Leaders cant See Until It’s Too Late
Read More

January 28, 2025
The Blind Spots You Don’t See Until You Do
Read More

January 13, 2025
The Biggest Service Shake-Up Since 2020 Is Coming in 2025 – Will You Be Ready?
Read More

January 13, 2025
The Hidden Cracks in Service Culture: Why Good Isn’t Good Enough Anymore
Read More

November 19, 2024
How to make service excellence sticky
Read More

November 6, 2024
You say you are committed, really?
Read More

October 21, 2024
Boomers, Gen X and Gen Y, you have a very important role to play in this era
Read More

October 7, 2024
Will they bring you flowers when you retire?
Read More

September 23, 2024
To be most loved and #1 in your industry, first you have to believe
Read More

September 11, 2024
The seven notes you need to hit to create a service culture of WOW
Read More

August 29, 2024
Customer Service as a Spiritual Practice
Read More

July 25, 2024
How willing are you?
Read More

July 5, 2024
Increase your sales, profit, customer happiness and team happiness by 30%
Read More

June 21, 2024
The secret all service leaders MUST know!
Read More

June 6, 2024
High-tech, high touch – a future service playbook?
Read More

May 21, 2024
Think of a leader you’ve worked with
Read More

April 24, 2024
A Cleaner, a CEO and Australia’s Favourite Airport
Read More

April 5, 2024
Humble and Magnificent Service Leaders
Read More

March 22, 2024
Extraordinary Service doesn’t need to be a Utopian dream!
Read More

March 15, 2024
Praise Effectively
Read More

March 7, 2024
Two future – proof must do’s to lead the future of service
Read More

February 23, 2024
To Deliver Great Customer Service, Play Every Point.
Read More

February 2, 2024
Being served by someone who’s stressed
Read More

January 11, 2024
Want more joy at work in 2024?
Read More

December 13, 2023
I’m interested… how many kilometres did you run today?
Read More

December 7, 2023
I Radically Transform with a Little Help from my Friends
Read More

December 1, 2023
Indulge Your Imagination and Transform Your Service Culture
Read More

November 24, 2023
The one non-negotiable for your business to stand out in 2024
Read More

November 10, 2023
Great Customer Service is a Relay not a Sprint
Read More

November 2, 2023
Service leaders: prepare to fail
Read More

October 27, 2023
Hello? Ever feel like you’re constantly distracted?
Read More

October 19, 2023
Serve the Future
Read More

October 12, 2023
Sneaking Past Your Stories
Read More

October 5, 2023
Being human is our advantage
Read More

September 26, 2023
What do TV Detectives, Dutch Supermarkets, and Great Customer Service Have in Common?
Read More

September 21, 2023
Six reasons why 2023 is a good time to challenge your company values
Read More

September 14, 2023
Can I Meditate if I Can’t Sit Still?
Read More

September 7, 2023
Are your service norms outdated?
Read More

August 31, 2023
Thanks for what you didn’t say
Read More

August 24, 2023
Service Performance needs more than care
Read More

August 15, 2023
Believe
Read More

August 3, 2023
Unconscious needs in service
Read More

July 13, 2023
Better service. Believe it.
Read More

June 21, 2023
A letter to the leaders who want service transformation
Read More

June 8, 2023
Service stories show how you measure up!
Read More

May 25, 2023
The future of service needs updated software and soft skills
Read More

May 11, 2023
Customer service for dummies
Read More

April 20, 2023
If your customers find themselves in queues, celebrate it!
Read More

March 15, 2023
Get people back in the office to drive better customer service
Read More

February 28, 2023
Want consistent customer service? Think 80/20
Read More

February 15, 2023
Time well spent vs time well saved
Read More

February 2, 2023
Thinking about service while your competitors are sleeping
Read More

January 19, 2023
Customer service training is useless
Read More

December 15, 2022
One wish for service
Read More

December 1, 2022
Three words of advice for the leader of the Victorian State
Read More

November 10, 2022
Service staff need to be truth tellers, not fortune tellers
Read More

October 17, 2022
The skill of delivering great service at scale
Read More

October 4, 2022
An ode to Customer Service heroes
Read More

September 14, 2022
Can you deal with the human stuff?
Read More

September 1, 2022
Three keys to unlocking self – care
Read More

August 25, 2022
Out of touch with your customers?
Read More

August 19, 2022
Letting go of expectations
Read More

August 10, 2022
Too busy to serve?
Read More

July 28, 2022
The new tanty pandemic is adding to our customer service gap
Read More

July 21, 2022
Who do you trust most?
Read More

July 14, 2022
Don’t blame the pandemic for your rudeness
Read More

June 30, 2022
Survival of the kindest
Read More

June 23, 2022
Clean conversations
Read More

June 16, 2022
Customer Abuse
Read More

June 9, 2022
For the love of everyone around you… just breathe!
Read More

June 2, 2022
Don’t be left behind.
Read More

May 26, 2022
Wishful or watchful wellbeing?
Read More

May 5, 2022
A tale of two businesses: path of misery or path of joy?
Read More

April 28, 2022
Manage stress to manage service
Read More

April 21, 2022
Recovery week for strength
Read More

April 7, 2022
Turn grey areas of customer service blue
Read More

March 25, 2022
The one thing confident service professionals do not do
Read More

March 17, 2022
A year of surrender
Read More

March 10, 2022
Please acknowledge me!
Read More

March 3, 2022
Calm amongst the chaos
Read More