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Service Improvement Nuggets

Service Improvement Nuggets

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Responsible Joy Nyabongo
Last Update 07/23/2025
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Book-to-Course Series
  • NUGGET 1: RECRUITMENT  - Hiring Friends and Relatives can be a Liability. Be Careful
    1Lessons ·
    • ‘The International Breads and an Executive’s Emotional Attachment’
  • NUGGET 2: FIRST ENCOUNTER - Customers Need to Know who they are Dealing with – Be Willing to Identify Yourself
    1Lessons ·
    • Of ‘The Guard and the future of a Precious Child’
  • NUGGET 3: WORK-LIFE BALANCE - ‘All Work and No Play’ Makes You ‘Dull’ – Balance Your Work with the ‘Rest of Life’
    1Lessons ·
    • Of ‘The Brand New Toyota Hilux and An Executive’s Addiction’
  • NUGGET 4: FOOD ETIQUETTE -Your Work Desk is Not a Restaurant – Never Eat in the Presence of Customers
    1Lessons ·
    • Of ‘The Beans Soup and the Japanese Fantasy’
  • NUGGET 5: FOCUS - Some Criticisms are Destructive - Identify them and Ignore them
    1Lessons ·
    • Of ‘Self Esteem and A Boss’ Deadly Utterances’
  • NUGGET 6: TEAM ACCOUNTABILITY - Team Accountability can ‘Make or Break’ The Quality of Your Service
    1Lessons ·
    • Of ‘National Championships and One Rotten Fish’
  • NUGGET 7: YOUR TOUCH - Your Individual Contribution is Critical to a Customer’s Service Experience
    1Lessons ·
    • The Worm that ‘Spoiled the Show’
  • NUGGET 8: INFERIORITY COMPLEX - Do not Let your Inferiority Complex Be the Rope with which to Hang Yourself – Overcome It
    1Lessons ·
    • The Unreliable Exotic Roses
  • NUGGET 9: STAYING AWAKE - Your Work Place is not Your Bedroom – Never Dose in Public
    1Lessons ·
    • The Business Tender and the ‘Sleepy’ Syndrome
  • NUGGET 10: CORRIDOR TALK - Workplace Gossip is Not Necessarily ‘Gospel Truth’ – Manage It
    1Lessons ·
    • The Mismanaged Venom
  • NUGGET 11: INTRINSIC MOTIVATION - Work Satisfaction is More than ‘Salary’ – It is a ‘Give and Take’ Relationship. Invest in it
    1Lessons ·
    • The Key to a Successful Noble Calling
  • NUGGET 12: CONSISTENCY - ‘Good Today…, Bad Tomorrow’ is Unacceptable –You Must be Consistent
    1Lessons ·
    • The Chief Executive and a Manager’s Self-Inflicted Disappointments
  • NUGGET 13: WALKING THE TALK - Lies are Contagious, Do not Infect Your Supervisees
    1Lessons ·
    • The Case of the Shabby Gardener and the Lying Boss
  • NUGGET 14: CUSTOMER EXPECTATIONS - ‘Good’ is not Good Enough – Exceed your Customers’ Expectations
    1Lessons ·
    • The Case of the ‘Non-concealable Truth’
  • NUGGET 15: MARKET RESEARCH - Customers’ Likes and Dislikes should not be a Guessing Game. Do your Homework… Get the Facts!
    1Lessons ·
    • Parental Love and ‘Mistaken Preferences’
  • NUGGET 16: ‘SATELLITE’ BUSINESS - Selling Your Personal Merchandise Behind the Boss’ Back is a Conflict of Interest
    1Lessons ·
    • Of ‘The City Tycoon, the Conference Centre and a Secretary’s Hidden Lunches’
  • NUGGET 17: ROOT CAUSE ANALYSIS - Treating Symptoms Rather than Root Causes is a Waste of Resources – The ‘Disease’ will Recur
    1Lessons ·
    • Couch Grass Nuisance
  • NUGGET 18: PILFERAGE - Using Company Assets for Personal Gain is Theft – You Will Lose the Blessings of ‘Life’
    1Lessons ·
    • A Cocktail of Blessings and Curses’ - Is That Love?
  • NUGGET 19: MOBILE REACHABILITY - Switching Off Your Phone Can Cheat You of an Opportunity – Always Be Reachable
    1Lessons ·
    • My Enemy - the Betraying ‘Phone Habit’
  • NUGGET 20: TOUGH HIDE - Harsh Words Should Not Penetrate Your Emotions – It is Never Worth it
    1Lessons ·
    • Of ‘Bronchitis and the Acidic Tongue’
  • NUGGET 21: ALCOHOLISM - Say ‘No’ to Alcohol Before Alcohol Says ‘No’ to You – Be Disciplined
    1Lessons ·
    • My Two-faced Friend - ‘the Bottle’
  • NUGGET 22: TAKING NOTES - Mr. Paper is Your Best Friend…, He Never Forgets - Always Take Notes!
    1Lessons ·
    • My Long-term Friend 'The Tribal Scar'
  • NUGGET 23: GREETING - Customers are Your Bosses – Greet them Before they Greet You
    1Lessons ·
    • Milk and the ‘Greetings Myth’
  • NUGGET 24: SELF-CONTROL - Careless Speech Can ‘Finish You Off’ – Guard Your Mouth
    1Lessons ·
    • Methylated Spirit Phobia
  • NUGGET 25: SMILING - Smile at the Customer – It is to Your Benefit
    1Lessons ·
    • Kilimo Kwanza and the Benefits of a Star-Smile
  • NUGGET 26: CONFIDENTIALITY - Disclosing Company Secrets is ‘Shooting Yourself in the Foot’ – Be Discreet
    1Lessons ·
    • The ‘Miracle Fruit Juice’ Secret
  • NUGGET 27: PUBLIC SERVICE - Serving The Public is A High And Noble Calling – Don’t Take it for Granted
    1Lessons ·
    • The Marriage Vows of a Public Servant
  • NUGGET 28: UNDIVIDED ATTENTION - Customers Expect Your Undivided Attention – Keep Alert
    1Lessons ·
    • The Housemaid and the Sweets
  • NUGGET 29: PERSONAL MOOD - Displaying Bad Moods to Customers is Unacceptable
    1Lessons ·
    • The Case of the Unpredictable Eighth Wonder
  • NUGGET 30: KNOW YOUR CUSTOMER - Do you Know your Customer?
    1Lessons ·
    • The ‘Customer..’ Song and the King Fish
  • NUGGET 31: SELF-DISCIPLINE - Do Not Expect Your Boss to Discipline Your Bodyfor You – Discipline Yourself
    1Lessons ·
    • The ‘Building Boom’ and the Hungry Guard
  • NUGGET 32: THE ‘WOW’ EFFECT - Going an Extra Mile Delights Customers – It Makes You the Employee of Choice
    1Lessons ·
    • The Angels, the Flight and the House Dream
  • NUGGET 33: DRESS CODE - Your Office is not a Fashion Show – Mind How You Dress!
    1Lessons ·