Don’t mistake "service" with "servile" January 23, 2016 13:30

I have been in New York for the last week. I am a regular visitor to the Big Apple and continue to marvel at the level of service here. Restaurants, retail, and hospitality - I have felt like a king for the week.

Naturally, my mind wanders to why we are not able to replicate that level on service, on the main, in Australia? Is it because our higher structural costs means less associates on the floor? Or because we don’t have the ‘tip and gratuity’ culture that the US has? Is our training in retail and hospitality not at the same level as the US? Or because we don’t have the ‘scale’ and size of the population? Read more...