No doubt about it, running a business is a wild ride. One minute you’re up, one minute you're down. One minute you think you know all the things and the next you are pondering your approach. It is a continual exercise of growth, of change, and of new possibilities. It is as exciting as it is nerve-wracking.
A client said to me recently, ‘this approach doesn't seem to be working anymore because we were the only one’s doing it, and now heaps of venues are doing the same thing.’
Execution in business and life is one of those areas that everyone knows is important, but often it’s not a core focus when making big life or business decisions, and I think it should be.
Often when we are making the big decisions, we look at what is on paper, which are the intentions, and we fail to focus on the execution.
Customer service is a fine line between hard skills - the ones that we teach, and soft skills - the ones that are about emotional intelligence and how we make people feel, and which often can’t be taught.
You can’t make someone be nice to people and you can’t teach someone to have an engaging personality. That is why I think it’s imperative to hire for personality, and train skill in customer service focused roles.
Kate Bickford MD & Owner - BK AGENCY: