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“Let’s Talk Business” with Richard Coles ‘Bits and pieces’.

October 21, 2017 Headline News, Training No Comments Email Email

“The Ripple Effect” of communication.

Like most of you, I have dropped a stone into a body of water to see how far the ripples expand out into the water. These ripples form concentric circles and these circles are circles with a common centre. I am amazed how far the ripples reach from just a simple act of dropping a stone. The ripple effect is a great visual understanding of how leader’s actions impact and influence others throughout an organization. Let’s ripple effect positive leadership messages!

Ensuring positive customer experiences is no longer an optional part of a business model. 

Say thank you in Customer Service:

Saying thank you for the business or support – even if you have said it before. How long does it take? Remembering people. I like a training film I use called “Remember me? I’m The Customer”?

Not everything goes according to plan in business. If it does, say “sorry” – even if the customer service lapse or problem was not your fault directly. You can word it the right way.

At Emirates Airline when I was in Leadership Training, we said about some customer service frontliners – “we hire for Attitude and train for Skills”. We found it a winning formula.

For 15 months at a point in my career I was Customer Relations Manager for large Airline. It was a nice title for handling complaints! I didn’t really want to do it. Who does want to handle complaining and mad customers. However, through a change of mindset, I began to see complaints as an opportunity and not a threat. I could actually do something about the problem and retain the customer and their revenue. It took work and careful handling of some very angry and abusive customers, but I learnt much. A complaint handled well will retain a customer for a long time.

Was asked by a group of young people once for two or three words that would be most important to them in their career. I could provide many but to this group I said, “Awareness and consistency”. Why? It’s been said, there are 3 types of people in many organisations today.  First group are aware something is going on but are unsure what it is. Next group knows most or everything that is happening with the company and outside as well, and the third group hasn’t a clue what is happening. Be in the second group.

Customer service plays a role in Tourism in a growing sector. I experienced it in Dubai in 1993, Oman in 2003. Both countries grew their GDP in Tourism and customer service played a big part.


One day two woodcutters have argued, which of them will cut more wood during a day.
In the morning two men took up their positions. First they worked at one speed. But in an hour one of them has heard, that the other one stopped cutting trees. Realizing that this was his chance, the first woodcutter started to cut trees with double efforts.

Ten minutes passed, and he heard that the second woodcutter started to work again. They were working almost synchronously, when the first woodcutter heard that his opponent has stopped again. The first woodcutter continued working, feeling the smell of victory.
This lasted all day long. Each hour one of the woodcutters stopped for ten minutes and the other one continued to work. When time expired, the first woodcutter, who worked without any stopping, was absolutely sure that he won the prize.

He was very surprised to know that was mistaken.
— How did that happen? — He asked his partner. — Each hour I heard that you have stopped the work for ten minutes. How could you cut more trees than I? It’s impossible!
— It is very simple, in fact, — answered the second woodcutter. — Each hour I stopped the work for ten minutes. And when you were cutting the trees, I sharpened the axe.

Richard Coles, Owner of Coles International Training & Consulting researches, develops and delivers real world learning and organizational solutions to clients’ needs and problems around the world. One area of specialization is Customer Service and leadership initiatives. Richard was in the airline business for over 30 years in prominent roles and worked for the best, KLM, Qantas and Emirates, so understands the travel industry well. To discuss your training needs, challenges, goals and strategy, visit and email Richard on:

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