“The training you provided was to an excellent standard. Every member of staff was inspired, not just to accept change, but to think – for themselves – of ways of improving their own engagement with customers. They are taking their first steps to becoming genuine ambassadors, with a personal responsibility for every customer’s welcome. By increasing their confidence in upselling, there has also been a renewed energy to generate income. Gift Aid strike rates, for example, are now performing at consistently high levels, earning £000s of additional revenue, and often 10-15% higher.”