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Working within the Bannatyne Health organisation Keith worked intensely on improving the customer journey which began within the catering department but quickly moved to the whole operation once the successes had been observed. The satisfaction within the staff team was evident once the training was rolled out. 
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'Working with Keith was very beneficial. The training he rolled out was simple but in a very productive way, it was put across in a way that meant the staff in all areas were on board. Would definitely recommend him and look forward to working with him again'
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Bannatyne General Manager
During the two years working for Greater Anglia railways there was a consistent emphasis on enhancing the customer journey, improving the overall customer experience, and in addition ensuring this increased the positive feedback that the team received via the various customer contact channels (Twitter/ Facebook/ Face to face and Customer Relations).
 
There were two main objectives, these being; A Sales & Revenue enrichment programme - Focusing on the sales/upselling skills of the on board teams. Secondly, to improve the offer for the wider and varied customer types travelling on a daily basis (e.g. Commuter, Business & Leisure). From both of these we had to ensure that the service style/methods matched the offer provided, the products were apt for the "audience" and overall that this added a value for money experience. Underpinned by the deliverables (people, service requirements, and product wise) where cost versus the benefit is sound.
 
Whilst Greater Anglia had a variety of internal checks (incl mystery shopper) to "test" the Customer Service / Experience received and given, they also had a variety of external bodies whom audited their procedures and methods, during our time we are proud to say that the above assisted in the Greater Anglia Catering Department achieving their Investors in People Gold Award.​
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'Keith was hired to support and train the team to improve customer service, relationships and feedback in this sometimes very challenging environment. The feedback and results speak for themselves, we saw a dramatic increase in customer satisfaction in the area and revenue increased by the organised and structured approach that Keith showed'
 
During this project Keith was tasked to increase turnover in a number of areas to ensure multiple streams of income were maximised. 
 
'He had a very professional approach to our business and quickly understood the potential and issues we had. Within a short time, after a few workshops and discussions we saw takings improve mainly in the coffee shop area and within personal training. Good work thank you!'
 
When starting work with this Marriott hotel locally they were positioned towards the bottom of their internal league table regarding customer satisfaction. The requirement was to improve this position, the feedback and the results of mystery shops then recommend a way forwards. 
 

SUCCESSES

Our principal has worked extensively within the hospitality and leisure industry over the last 30 years, with the following companies most recently seeing the benefit of his experience.
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