About

2020 started with some mind-blowing news, when I received
an email to announce that I was listed No.3 on the Global
Customer Service Guru List, for four consecutive years, which is amazing, as this is decided by a people vote. So, thank you so much to all who voted for me last year!
And then March 2020 arrived…
And our whole world went into the most unprecedented crisis…
Covid_19 hit us all!
In 3 days, I had lost 100% of my clients. All my speaking gigs
and training sessions and mystery shopping programmes had been
cancelled…
But with my usual optimism, the same thought came to me as
when I started my business back in 2009, during the Recession –
surely, businesses will need to seriously focus on taking care of
their employees and on retaining every single customer they have
during the Pandemic, but businesses were fire-fighting themselves
and customer service was the last thing on their mind!

I went down like a brick, I had never felt so low, and I couldn’t see
how I was going to live, pay my rent, buy food for my two children
(being a single mum for 12 years) and making sure that they were
going to be okay as had always been my priority. What was I going
to do!!
All these worries took a huge strain on my emotional, mental
and physical state of being. However, I feel lucky that I have an
incredible support network, my friends, my family, everyone came
to the ‘rescue’. I also feel that over the last 10 years, I had invested a
lot of time in my personal development and learnt techniques such
as resilience, mindfulness, emotional intelligence, all those ‘soft’
skills (I hate that word, they should be called ‘essential skills’) were
also the reason why I moved forward so quickly and took control
of my life again.
It is in those extraordinary times that we have to take stock of
what we do, why we do and how we can help our clients. So, I
just did that. It wasn’t an easy decision, but I decided to retire from
running my Mystery Shopping operation. The toughest decision I
had to take for a long time, but I wanted to continue on my mission
to focus on helping businesses with their Employee and Customer
Experience Strategy to create a bigger impact on their businesses
improvement, by supporting them with their journey.
Things were slow, very slow, but I was determined to push myself
even more to the top and show myself, my kids, my friends and
family, that I could do it, I would make it work once again.

And one day, as I attended a virtual mastermind class, the guest
speaker was Debra Moffit. Debra is an intuition expert and as she
introduced herself, she pointed to me on the zoom screen, asking if
she could say something to me, as she felt compelled to do so!!
Her message blew my mind… she basically said that things were not
going right for me at the moment, because I wasn’t on the right path.
I wasn’t doing what I was supposed to be doing.

I knew straight away what she was talking about: Feng Shui!