The Service Excellence story:
Most of my early career was in sales, I loved the buzz but noticed how organisations placed all emphasis on “hitting the number”. The method was of less importance and customer satisfaction was somewhat irrelevant as long as the deals got done. I found myself at odds with this mentality but suspected that all companies were the same.
When I did join a company that put its customers and employees at the centre of their success strategy it was like I’d stumbled out of the wilderness and into the promised land. It had a profoundly good culture thanks to some inspiring leaders and individuals. In this dynamic environment I got the chance to build and lead teams and it’s where I learned the mechanics of exceptional culture and service.
We won many awards and companies of all types would approach us for guidance and mentoring. I was the guy that met with them to understand their customer operation and help them raise their game. These engagements were even more enjoyable than my day job so when it came time to leave, I knew I wanted to focus my time on helping organisations build better culture and customer operations.