1. 1
+44
775
428
0526
colleen@whatspossible.co.uk
www.whatspossible.co.uk
What’s
Possible
celebrates
with
the
World’s
Best!
Margaret
Mead
once
said
‘never
underestimate
the
power
of
a
small
group
of
committed
people
to
change
the
world,
in
fact
it’s
the
only
thing
that
ever
has’.
This
has
been
the
year
of
2014
for
What’s
Possible,
we
have
been
working
with
a
small
group
of
devoted
people
who
have
changed
the
service
world.
What
did
we
do?
(Actually
it
was
the
guys
at
Truphone
who
really
did
it…we
just
helped
along
the
way..!)
We
supported
the
team
at
Truphone
to
create
their
service
culture
because
building
service
culture’s
is
what
drives
us.
Our
extensive
experience
and
research
has
led
us
to
one
of
our
core
beliefs
‘delightful
service
starts
with
delightful
culture’
so,
that
is
what
we
do.
We
create
teams
of
people
who
are
wholly
devoted
to
their
company,
their
team
and
their
customers.
This
time
around
we
built
a
culture
that
resulted
in
the
creation
of
the
world’s
best
service
team!
How?
It
started
with
a
declaration
of
intent,
a
vision
that
would
start
a
journey
and
by
journey
we
mean,
actions,
decisions,
mistakes,
learning’s,
courage
and
a
massive
amount
of
big
thinking.
‘We
will
be
the
world’s
best
service
team’
was
the
vision
that
harnessed
the
passion
and
energy
of
this
small
service
team.
It
set
the
ultimate
goal
and
gave
each
of
the
people
in
the
team
the
opportunity
to
dedicate
themselves
to
it,
and
believe
us
when
we
say
that
is
what
they
did.
We
then
paid
massive
attention
to
how
we
recruited
people
into
the
team.
We
were
looking
for
those
individuals
we
felt
would
devote
themselves
to
our
vision
of
becoming
the
worlds
best.
We
designed
a
fully
emotionally
intelligent
assessment
center;
its
whole
focus
was
to
reveal
to
us
those
people
we
felt
fully
understood
what
it
means
to
be
of
service.
What
do
we
mean
by
‘being
of
service’?
At
What’s
Possible
we
have
spent
over
20
years
in
and
around
the
service
industry
and
during
this
time
we
have
made
some
extraordinary
discoveries.
There
are
some
people
out
there
who
adore
serving
people.
We
are
not
talking
about
people
who
turn
up
to
their
service
role
and
just
about
tolerate
their
customers
–
we
all
know
who
those
people
are.
We
are
talking
about
those
individuals
who
thrive
in
the
service
environment
because
it
is
their
passion
and
strength.
‘Being
of
Service’
is
that
full
dedication
of
self
to
creating
the
best
possible
customer
experience
out
there
–
no
matter
what.
We
found
these
people
and
they
joined
the
team
at
Truphone.

2. 2
+44
775
428
0526
colleen@whatspossible.co.uk
www.whatspossible.co.uk
Once
we
had
found
the
right
people
we
introduced
them
to
our
service
culture
programme.
A
two-­‐
week
intensive
cultural
and
technical
intervention
that
enabled
us
to
fully
immerse
our
new
team
into
the
way
we
wanted
to
do
things.
An
extraordinary
amount
of
rigour
went
into
this
programme
from
the
fundamental
service
principles
we
were
going
to
hold
at
our
core
to
inspirational
service
moments
we
left
stone
uncovered
when
it
came
to
helping
our
people
understand
what
it
meant
to
serve
at
Truphone.
How
did
we
keep
it
alive?
There
are
a
few
key
things
that
need
to
be
in
place
to
keep
a
world-­‐class
service
culture
alive:
reward,
measurement,
re-­‐enforcement,
strong
personal
and
team
bonds,
belief,
celebration,
growth
and
a
possibility
mindset
and
we
did
it
all!
We
built
a
weekly
repetition
programme,
a
reward
scheme,
and
an
NPS
measurement
process
(Truphone
are
currently
at
73%)
and
a
Masters
development
programme.
We
ran
team-­‐building
events,
charity
events,
quarterly
strategy
roadshows
and
weekly
fun
engagement
days.
We
got
the
very
best
systems
in
place
and
supported
the
teams
and
the
culture
with
utterly
robust
processes.
Seriously,
we
did
it
all.
What
happened?
We
built
a
service
tribe.
A
small
group
of
people
dedicated
to
each
other,
service,
and
the
vision.
They
were
committed
to
the
company
and
also
to
being
the
best
they
could
be
personally
and
professionally;
and
it
paid
off.
At
the
end
of
2014
this
extraordinary
group
of
people
won
‘The
World’s
Best
Service
Team’
Fancy
being
the
World’s
Best?
1)
Set
your
vision
2)
Recruit
for
emotional
intelligence
3)
Train
rigorously
–
6
senses
4)
Build
your
culture
programme
5)
Reward
and
re-­‐enforce
6)
Get
the
best
–
systems,
process
and
people
7)
Give
back
8)
Communicate
–
keep
your
story
alive
internally
9)
Develop
your
people
10)
Never
give
up
If
you
would
like
to
hear
more
about
our
history-­‐changing
story
and
about
how
What’s
Possible
could
help
you
become
extraordinary
then
get
in
touch.
‘If
you
want
something
you
have
never
had,
you
have
to
do
something
you
have
never
done’
–
don’t
worry
though
because
we’ve
done
it
before
and
would
love
to
take
you
on
this
journey.