Valerie Khoo


This is the personal blog of Valerie Khoo – artist, author and podcaster. Valerie is passionate about exploring the worlds of creativity and business. She is co-host of the popular podcasts ‘So you want to be a writer’ and ‘So you want to be a photographer’. Valerie is a mentor to artists, writers and business owners on how they can turn their passions into thriving professional practices. She is author of ‘Power Stories: The 8 Stories You MUST Tell to Build an Epic Business’. Valerie is also CEO of the Australian Writers’ Centre, one of the world’s leading centres for writing courses.

Scripts arent just for the movies FEATURE

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  1. Robin Henry

    It is hard to get good staff. Scripts and standard operating procedures certainly help. I remember reading about Bob Ansett and Avis Rent-a-Car; Bob was the CEO and every so often would randomly call one of his offices to find out how the phone was answered. Quality control from the top. If you run a chain of motels, try booking into one of the standard rooms and see how things work out; do the fittings and fixtures work, is the bed okay, is the airconditioning okay? Alternatively, take up a mystery shopper approach and pay someone else to observe, record and report.

    1. valeriekhoo

      Good points Robin. You know, I would love to be a mystery shopper. Or, better still, one of those people who get paid to be incognito guests in luxury hotels …

  2. Steve Willats

    This is a symptom of businesses that think just providing a product or service is good business. What’s really sad is that they will probably never know what the problem is.

    Spending money on marketing only to ruin it with a terrible customer experience is just plain crazy, but very common. I have a name for this that I like to use: anti-marketing. You do marking to bring in new clients and then do anti-marketing to send them away. It’s a very expensive exercise.