I have written a number of blog articles recently that were critical of service standards in a range of retail and food service outlets. I stand by my remarks and thank the many people who sent through comments, suggestions, alternatives views, their own experiences and corrections of my poor spelling. I am with you one […]

I have written a number of blog articles recently that were critical of service standards in a range of retail and food service outlets. I stand by my remarks and thank the many people who sent through comments, suggestions, alternatives views, their own experiences and corrections of my poor spelling. I am with you one and all. I have also written a number of blog articles and other articles, along with giving a number of speeches over recent months on the subject of branding. In my view effective branding is critically important to all businesses and poorly understood by most Australian business people. The thing the issues of ‘service’ and ‘branding’ have in common is that they are both – all about ‘culture’. Some say that service is about attitude and training, and it is. Some see maintaining service standards as being about rules and enforcement, systems and procedures, and…