Fluid Innovations

28/09/2026

Better customer service is a better customer experience

In the Customer experience workshop, it is a deeper look at the person delivering the service.
The important and noteworthy focus is on what is happening internally with a person and how this impacts the behaviour of the person, and this in turn impacts the interaction, and the result is the customer experience.
What is important to consider, customer experience is not only a focus on your external customers' experience; it is impactful when used with how we serve our internal customers too, and this has a ripple effect.
Our self-awareness influences our self-leadership, and this influences our behaviour and ultimately the customer experience.

21/09/2026

Having often conducted Customer Service training, the focus was always on
Communication.
Listening.
Problem-solving.
Complaint handling.
I will not dispute the value and importance of this. However, when we start looking at the customer experience and the person behind it, we ask ourselves: how do we do all of the above when we are under pressure? Knowing what to do and doing it under pressure are 2 different things.
When looking at customer experience, we have to include the self-leadership component in the conversation.

14/09/2026

Facing the difficult one

I previously spoke about the value of working on our self-awareness and emotionally regulating ourselves when facilitating a noteworthy customer experience.
Whilst working on the Customer Experience workshop, we need to discuss the difficult one: the angry customer. We are trained in customer service that the customer is always right (that is a post on its own 😊).
So how do we deal with this? How do we face the difficult one?
What is our default reaction?
What would happen if we paused and noticed?
For that brief pause consider a different response. To create that response we need to consider our self-awareness. That self-awareness is self-leadership…and that gives us a choice! And what can you imagine are the possibilities of a choice, made calmly and confidently?

07/09/2026

What if we started looking at customer experience differently?

As I am preparing to develop a workshop for a client, based on my customer experience portfolio and my work in self-leadership, I am focusing on the person behind the experience.
I am focusing on the person and team involved in the experience, influenced by their internal state. This internal state is having an impact that many are not prepared for.
We know that our customers, whether they are internal or external, get angry and frustrated.
Teams and individuals are working under ever-increasing pressure. Expectations on performance and targets feel relentless. We get angry and frustrated; they get angry and frustrated. Reactions soar, and responses dwindle.
We then need to consider that, in order to offer our customers a better experience, we need to start looking at the person who is offering and managing that experience.
It is here that we can start working on self-awareness and how we can start emotionally regulating ourselves.

31/08/2026

The gap
With my clients we often explore the gap that we often sweep under the carpet.
We know much about leadership; however, is that what we do?
This is therefore not a lack of knowledge; it appears to be an ex*****on issue.
I know the decision that needs to be made…why do I postpone making it?
I know that I need to have that hard conversation…what is preventing me?
I know that I need to respond….yet I react?
As we work on our self-leadership, we start seeing the gap closing between our intentions and our behaviour.

30/08/2026

27/08/2026

In w**e there is truth…
There is a saying in Latin, “in vino veritas”: in w**e there is truth … or alcohol often sees people showing their true feelings when they consume too much.
How we are operating under pressure in a leadership context does not create our leadership style; it reveals it!
When all is going well, we all appear well and calm. However, when that deadline shifts,
When our clients are angry or unhappy, when the stakes are high….deadlines leap
forward, that is when how we operate internally shows itself.
When we can self-lead when the storm is horrendous, how we develop the capacity to remain intentional and strong, and how we move from reactivity to response is what we look for and need.

24/08/2026

My laptop requested yet another restart/upgrade this morning. The timing was a little bit off, not now….I have a meeting/sessions and stuff to do!

This got me thinking. We often prioritize software updates on our devices, yet how often do we do software updates on how we operate?
As leaders, I believe regular updates on our own operating system are crucial.
How often do we ask ourselves those critical questions about how we are showing up?
How are we responding…or reacting?
Are we losing focus and clarity?
We may have all the best intentions in the world; however, does this align with how we are behaving?

21/08/2026

As I methodically start combining all my frameworks and approaches, a
Self-Leadership Operating System™ has emerged. The more I incorporate elements of this operating system into my coaching and facilitation, the more the learnings are anchoring themselves.
Whether we are leading an organization, community, team, or any group of people, we will often be operating and performing under pressure, and it is how we operate under pressure that matters.
Our self-awareness affects how we regulate ourselves and get ourselves aligned and back into a position to lead and influence.
We often focus on leadership and what happens between people; the Self-Leadership Operating System™ explores what happens within the leader.
How do we perform and think under pressure?
What drives our decision-making?
What happens to our values when the pressure increases?
How we operate internally becomes how we start leading on the outside.
It all starts with Self!

30/07/2026

21-Days Towards Self Mastery™

Feeling stuck, overwhelmed, or like you’re capable of more, and not quite moving forward?
We have created 21-Days Towards Self Mastery™ for people who want to pause, reset, and build real momentum. You are able to do this, one intentional day at a time.
This is not about hustle or perfection.
It’s about awareness, small mindset shifts, and simple daily actions that compound into meaningful growth.
Each day offers:
1. A daily reflection
2. A practical prompt
3. An activity or action allowing for further awareness.

If you’re ready to reconnect with yourself and take the next step, you have an opportunity to do this without pressure or overwhelm.
You can access the challenge for free.
👉 Send me a DM to get your free access to the program.
Sometimes, the smallest daily commitment changes everything.