For over a century, the phrase “the customer is always right”  has been treated as gospel in customer service. Coined in the early 1900s, it helped businesses shift from product-centric thinking to customer-centricity. At the time, it was revolutionary. Today, it is outdated—and in some cases, harmful. In a time characterised by online outrage, staff burnout, unrealistic expectations, and performative complaints, this mantra no longer serves customers, employees, or brands. T

In the service industry, leadership is not just a position, it’s a performance. Just as a seamless guest experience requires careful attention to detail, great leadership demands continuous focus and adaptability. The gaps that leaders leave unfilled can cause cracks in teams, weakening quality, cohesion, and consistency. Over time, those cracks can widen, jeopardising the entire business. Leadership in this sector requires more than management skills, it requires resilience,

A practical guide for service professionals ready to launch, grow, or consult Starting a business in the service industry—particularly within Hospitality and Facilities Management —is both exciting and demanding. With growing demand for outsourced facilities management services, workplace experience solutions, and specialist hospitality providers, many professionals are exploring how to turn operational expertise into a successful business. Whether you’re launching a catering

When 1X Technologies unveiled NEO , its next-generation humanoid robot, headlines understandably focused on its elegant design, soft movements, and impressive learning capabilities. But beyond the hype lies a more profound question: How will a robot like NEO reshape the service and facilities industry? The answer isn’t simple—because NEO represents more than a machine. It signals a shift in how labour, automation, and human experience may evolve across hospitality, cleaning,

n a world shaped by diverse cultural expectations, customer service becomes a mirror of national values. From Japan’s omotenashi to the U.S. drive for efficiency, from Scandinavian trust-based autonomy to Latin warmth, each approach offers lessons. By embracing these global perspectives, organisations can reshape service into a more human, intuitive, and culturally intelligent experience.

The Hidden Currency of the Service Industry We are obsessed with metrics, margins, and measurable gains but the service industry still operates on something far more human: moments. Moments that soothe tension, lift spirits, and transform ordinary transactions into memorable experiences. And at the heart of these moments sits a paradox so simple yet so powerful: Kindness costs nothing, but in the service industry, it is absolutely priceless. The zero-cost investment with infi

In 2025, UK customer service stands at a turning point — where human empathy meets intelligent automation. Satisfaction is rising, AI is transforming how issues are resolved, yet trust and emotional connection remain the true differentiators. Discover what’s driving this shift and how organisations can turn service excellence into lasting loyalty.

In the dynamic and unpredictable realm of the service industry, where first impressions reign supreme and emotional intelligence is invaluable, understanding people is crucial. Whether managing a front-of-house team at a luxury hotel or running a customer support centre, the ability to connect with clients and colleagues on their wavelength can be the difference between chaos and excellence. Enter Surrounded by Idiots by Thomas Erikson, a ground-breaking behavioural science b

In the service industry, leadership is not just a position—it’s a performance. Just as a seamless guest experience requires careful...

In the client-service industry, staff are often depicted as the modern-day Samaritans, patient, accommodating, and infinitely polite. But...

In any business, every team plays a crucial role in driving success, but customer service teams hold a unique position. As the primary...

Starbucks is famously the land of endless customisation. According to the coffee giant, there are over 170,000 possible drink...

More than ever, delivering exceptional customer service is a hallmark of success. Companies often strive to exceed customer expectations,...

Customer service is often the frontline of any business, playing a critical role in shaping the customer's perception of a company. When...

Food waste is a significant global issue with both economic and environmental consequences. Each year, an estimated 1.3 billion tons of...

Cutting-Edge Applications of ChatGPT-4.0 As the hospitality industry continues to evolve, the integration of advanced AI tools is...

In an age where self-promotion and personal success are often glorified, the essence of service can sometimes be overshadowed by...

Amid the frenetic pace of current business dynamics, a delicate dance unfolds daily between leadership and customer service. This...

When it comes to global hospitality, one nation stands out for its distinctive approach to customer service: Japan. Rooted in...

In the wake of the Covid-19 pandemic, businesses worldwide have been compelled to reimagine the traditional office space. As remote work...