-
NUGGET 1: RECRUITMENT - Hiring Friends and Relatives can be a Liability. Be Careful
-
‘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
-
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’
-
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
-
Of ‘The Beans Soup and the Japanese Fantasy’
-
-
NUGGET 5: FOCUS - Some Criticisms are Destructive - Identify them and Ignore them
-
Of ‘Self Esteem and A Boss’ Deadly Utterances’
-
-
NUGGET 6: TEAM ACCOUNTABILITY - Team Accountability can ‘Make or Break’ The Quality of Your Service
-
Of ‘National Championships and One Rotten Fish’
-
-
NUGGET 7: YOUR TOUCH - Your Individual Contribution is Critical to a Customer’s Service Experience
-
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
-
The Unreliable Exotic Roses
-
-
NUGGET 9: STAYING AWAKE - Your Work Place is not Your Bedroom – Never Dose in Public
-
The Business Tender and the ‘Sleepy’ Syndrome
-
-
NUGGET 10: CORRIDOR TALK - Workplace Gossip is Not Necessarily ‘Gospel Truth’ – Manage It
-
The Mismanaged Venom
-
-
NUGGET 11: INTRINSIC MOTIVATION - Work Satisfaction is More than ‘Salary’ – It is a ‘Give and Take’ Relationship. Invest in it
-
The Key to a Successful Noble Calling
-
-
NUGGET 12: CONSISTENCY - ‘Good Today…, Bad Tomorrow’ is Unacceptable –You Must be Consistent
-
The Chief Executive and a Manager’s Self-Inflicted Disappointments
-
-
NUGGET 13: WALKING THE TALK - Lies are Contagious, Do not Infect Your Supervisees
-
The Case of the Shabby Gardener and the Lying Boss
-
-
NUGGET 14: CUSTOMER EXPECTATIONS - ‘Good’ is not Good Enough – Exceed your Customers’ Expectations
-
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!
-
Parental Love and ‘Mistaken Preferences’
-
-
NUGGET 16: ‘SATELLITE’ BUSINESS - Selling Your Personal Merchandise Behind the Boss’ Back is a Conflict of Interest
-
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
-
Couch Grass Nuisance
-
-
NUGGET 18: PILFERAGE - Using Company Assets for Personal Gain is Theft – You Will Lose the Blessings of ‘Life’
-
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
-
My Enemy - the Betraying ‘Phone Habit’
-
-
NUGGET 20: TOUGH HIDE - Harsh Words Should Not Penetrate Your Emotions – It is Never Worth it
-
Of ‘Bronchitis and the Acidic Tongue’
-
-
NUGGET 21: ALCOHOLISM - Say ‘No’ to Alcohol Before Alcohol Says ‘No’ to You – Be Disciplined
-
My Two-faced Friend - ‘the Bottle’
-
-
NUGGET 22: TAKING NOTES - Mr. Paper is Your Best Friend…, He Never Forgets - Always Take Notes!
-
My Long-term Friend 'The Tribal Scar'
-
-
NUGGET 23: GREETING - Customers are Your Bosses – Greet them Before they Greet You
-
Milk and the ‘Greetings Myth’
-
-
NUGGET 24: SELF-CONTROL - Careless Speech Can ‘Finish You Off’ – Guard Your Mouth
-
Methylated Spirit Phobia
-
-
NUGGET 25: SMILING - Smile at the Customer – It is to Your Benefit
-
Kilimo Kwanza and the Benefits of a Star-Smile
-
-
NUGGET 26: CONFIDENTIALITY - Disclosing Company Secrets is ‘Shooting Yourself in the Foot’ – Be Discreet
-
The ‘Miracle Fruit Juice’ Secret
-
-
NUGGET 27: PUBLIC SERVICE - Serving The Public is A High And Noble Calling – Don’t Take it for Granted
-
The Marriage Vows of a Public Servant
-
-
NUGGET 28: UNDIVIDED ATTENTION - Customers Expect Your Undivided Attention – Keep Alert
-
The Housemaid and the Sweets
-
-
NUGGET 29: PERSONAL MOOD - Displaying Bad Moods to Customers is Unacceptable
-
The Case of the Unpredictable Eighth Wonder
-
-
NUGGET 30: KNOW YOUR CUSTOMER - Do you Know your Customer?
-
The ‘Customer..’ Song and the King Fish
-
-
NUGGET 31: SELF-DISCIPLINE - Do Not Expect Your Boss to Discipline Your Bodyfor You – Discipline Yourself
-
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
-
The Angels, the Flight and the House Dream
-
-
NUGGET 33: DRESS CODE - Your Office is not a Fashion Show – Mind How You Dress!