Imagine you're a potential client. Before meeting you, we'll research you via your website and any hard-copy marketing literature. We'll do a secret shopping exercise, going into your office, shop, restaurant or legal practice, and speaking with a service provider within your company and, where appropriate, your customers. We'll record in detail what we find, using different media. And then we'll come along to your offices, and tell you what we know so far – as well as what you could be. We'll also explore the ways in which you want to innovate.

Our style is thorough and co-creative. When you engage us, you'll find we ask you constructive questions to establish how you see your customers' behaviour and how best to develop and measure it. We also analyse data, monitor current performance and help our clients formulate their service objectives. We implement unique secret shopping programmes that lead, in turn, to finding out how to increase both customers and profitability.

We then introduce service education that is unique, effective and long-lasting. While training tells someone how to do something, service education gives learners a flexible set of tools and critical insights into what they're doing, why they're doing it, and how it can be done better. Above all else, it gives your employees enduring service skills.