Ian Williams Limited is a privately owned property services and maintenance company that maintains a significant property portfolio on behalf of both public and private clients, including 400,000 homes, 1,000 schools, 300 public and corporate buildings, prisons, hospitals, and hotels. They provide major and minor repairs and improvements. As customer expectations continue to rise, organizations that deliver poor service will lose existing customers, struggle to acquire new customers, and experience negative financial impacts. Key trends for 2015 that Ian Williams Limited should focus on include lack of customer focus, expectations of convenience and speed, customer expectations of co-creation, service agility, collaboration, personalization, and placing service higher on the business agenda. Their customer service aims to meet client requirements