Picture the scene – a sumptuous restaurant – The Ocean Rooms overlooking over Sydney Harbour – actually seated directly across from the Opera House, due to my visitor status and my host’s silver tongue. The waiter arrives at the table and takes us through the menu in exquisite detail. His passion and enthusiasm for his job is evident at all times. The meal arrives and the food while beautifully cooked is no better than food I have tasted in London, Paris, New York or even Belfast, yet this is one of the most memorable dining experience of my life. What is the difference I ask myself? The answer comes with the dessert menu – the waiter, Joel, is the walking, talking epitome of good recruitment, excellent training and good management. How important it is as an employer to pay careful attention to all 3 as they can make all the difference in the world to how your customers experience the service or product you are providing. Who knows, they may even end up writing a blog on the other side of the world about it!