When they hear the inspirational stories, when they adopt the award-winning techniques, and when they action the ideas, they achieve long term success. Of course, winning is different for everyone, so here’s a selection to get you just a tad excited...
The high street brand leaders Net Promoter Score increased an incredible 1.8 within just weeks of our first event together.
EC added their own twist to Celebrity Service called “Orange Carpet Service”, and went on to win a UK Customer Experience Award for Design and Improvement.
Bob Boothby
Millbrook Cottages & Estate
Geoff Ramm, you are a star. Over the last two years we have been applying Celebrity Service in our business to ensure we meet and exceed our guests’ expectations (humans and 4 legged friends) and on Thursday evening we scooped 3 Gold Awards at the Devon tourist awards. Thank you for your support and friendship over the last few years. Celebrity Service has made a big impact on our business. Keep doing what you are doing, it’s making a real difference to people and businesses all over the world
“Since our event together we talk about Celebrity Service at each opportunity we have to interact with our partners and consumers”. The amazing results can be viewed in this video.
Cornwall Business Awards
An iconic business that sets the standard for customer service in the hospitality sector.” The praise continued, “In all parts of their business The Headland continues to innovate and develop new ways of delighting customers.
A full day of Celebrity Service for the entire team was followed a year later with a follow up session featuring brand new stories and ideas. Hours after the second event, the team attended the Cornwall Business Awards where they were presented with the prestigious Customer Focus Award.
At the Cornwall Business Awards we were presented with the prestigious Customer Focus Award, highlighting our continued commitment to treating every guest like a ‘VIP’. The judges said they were particularly impressed with the language used by the Hotel, choosing not to refer to ‘customer service’ but instead the ‘celebrity service’ they provide – treating each customer as they would an A-list Hollywood star.
The Cornwall Business Awards’ recognition follows gold wins at both the South West and Cornwall Tourism Awards for recognition in Customer Service. The Headland became the first 5 star hotel in Cornwall.
Hey Geoff, I hope you are doing well. Since we last caught up, we’ve truly been bringing ‘Celebrity Service’ to life at Mobile Skips in Australia. The gloves idea has really taken off and we’ve now given away more than 15,000 pairs to customers that use us for the 1st time.
It’s turned into over 4000 Five Star reviews, and we’ve had sales growth over 40% for last year. Just awesome!
Ed Bracken
Crowne Plaza Kensington
Geoff, we are having an amazing start to the year – just finished our best financial month on record with the highest service metrics. When I took on this business the customer satisfaction was 84%. It has been a huge task to get to 86.4%. Now running at 88.49% is outstanding and puts us up in the top performers.
voco Hotels
The IHG hotel brand voco, announced that every one of their customer guest satisfaction matrics had increased after just one half day event. The teams shared their successes all of which resulted in an uplift of guest experience scores across all UK & Ireland hotels.
Dear Geoff, I just wanted to get in touch to say that yesterday I was trying to sell a caravan to a man who was in Yorkshire. I was up here in Scotland. Whilst trying to explain the pitch I had a flash of inspiration following your session at the BH&HPA Conference in Edinburgh. I went outside and took a video of the caravan pitch and sent the personalised video to him. Ch Ching Van sold for £40,000 deposit paid within the hour!
I’ve attended more conferences than I care to remember over the last quarter of a century working in recruitment. Your presentation is certainly one of the most engaging, but definitely has the most instantly useable techniques.
Rather than the usual ‘booking managers’ we decided that we should seek out some of the unsung heroes amongst our customers; folks who process our invoices, issue P.O. numbers, have HR or Training responsibilities etc.
We took thank you cards and chocolates with it being Valentines this week. We have had an overwhelming response and met face to face with what turned out to be some of the most important people in our customers’ organisations.
None of these people are decision makers, although all of them are significant decision influencers. As a result of a simple thank you card and a box of chocolates, she has now TOLD (!) the decision maker that they are now going to book all warehouse staff through us.
I estimate c£50K additional spend. Thank you for the inspiration.
Just thought I’d let you know you inspired us this with your ‘Welcome Back’ videos. We started talking about un-furloughing and we listened to the team to hear they were nervous, apprehensive and worried about returning... Not about the virus but about fitting back in to the retained team. They said it was like first day in new job or first day at school. Wow!
So we reminded them that they are stars…celebrities. We created special personalised posters on the door as this would be the first thing they see. And the stars were made from words their colleagues use to describe them. It’s been picked up by the Specsavers group and we’ve attributed back to your work! The result is a buzzing happy team.
Brad Parkes - Specsavers
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