Working With Clients

Rather than list every client we've worked with, here are six examples. They are very diverse, from aviation, automotive, engineering, hospitality, leisure and business services and give you an idea of the scope of the work we excel in.

BMW Group

We have provided the BMW Group Academy with BMW and MINI dealership training course design, development and delivery services over many years. The Academy provides the BMW and MINI dealer network with a range of manpower development resources. During the years that we have been commissioned to work as partners with the Academy we have designed, developed and delivered courses and trained in excess of 3500 dealership employees across a wide range of topics including:

  • Brands and brand behaviour
  • Customer service
  • Sales and aftersales management training
  • Bodyshop and service management
  • Service and parts advisor development
  • In dealership workshops and consultancy on customer experience
  • 1:1 Coaching
  • Contact centre training

"Mark was instrumental in helping develop the Customer Experience programmes at BMW Group UK. He is thoughtful and clever in designing solutions that combine strategic aims with the needs of the ‘person on the ground’ – basically he knows his stuff. If you want a solution that works and provides clear business differentiation, he is someone you should talk to. As a Consultant he operates from a position of trust, integrity and partnership. I have no hesitation in recommending Mark." Sarah Trought, BMW  UK, Learning and Development Manager

Balfour Beatty Workplace

Balfour Beatty WorkPlace, was a leading provider of outsourced integrated services and total facilities management solutions with capabilities including facilities management, business process outsourcing and energy services. They are now part of GDF Suez Energy Services.

Our activities spanned three years and involved the following:

  • Design, develop and delivery of a half-day conference for sales and customer service managers to kick start the process and sow the inspirational seeds for the future.
  • Design and develop a series of 7 workplace training sessions to be used by in house facilitators for engaging the entire workforce of some 9000 employees.
  • Design, develop and deliver a series of 2 day train the trainer workshops for the selected internal facilitators.
  • Design, develop and deliver a 1 day management launch workshop for launching the internal training sessions.

"Having worked with Mark in Balfour Beatty WorkPlace, I have been extremely impressed with his experience and skills to design and deliver customer experience programmes. He has the ability to facilitate workshops at any level of the organisation, whether it is top level management or customer facing staff." 
Bina Kantaria, Customer Services Manager, Balfour Beatty Workplace

Sytner Group

The Sytner Group is the UK’s leading supplier of prestige cars and represents the world’s most iconic luxury and prestigious brands. Since the early 2000’s they have been on a mission to become famous for delighting their customers, employees, manufacturers and shareholders. 

We provided our services between 2000 and 2015 at which point they finally took their services in house.

This included the design, development and delivery of a range of courses including:

  • Management and leadership for new and prospective managers
  • Telephone call handling
  • Customer service
  • Aftersales selling skills
  • Workshops to help employees understand the Group’s Aim and their role in helping achieving it

"I have been delighted to employ Mark as a training partner to deliver Management Development Programmes, since 2005. At The Sytner Group, Employee Engagement, Succession and Talent Management are some our key commitments. Mark has worked with me to ensure we deliver on this promise. He is creative, energetic and knowledgeable in his specialist areas of The Customer Experience. Every event he delivers gets exceptional feedback."
Sue Sansome, Head of Learning and Development, Sytner Group

Woburn Enterprises

Woburn Enterprises consists of the prestigious world championship golf course Woburn Golf Club, Woburn Safari Park, Woburn Abbey and their hotel, The Inn at Woburn. The businesses are owned by the estate of  The 15th Duke of Bedford.

We provided training course design and delivery across all the businesses as part of a culture change and customer experience improvement program, a strategic drive to deliver a great customer experience for each business.


"From the very first meeting with Cheryl at The Customer’s Shoes I felt comfortable – we established a good rapport almost immediately and I liked her approach, the vocabulary she used and her positive attitude immensely.

Cheryl translated the strategies and goals of our club, in relation to the delivery of the customer experience, into a very balanced and insightful workshop on this critical area of our business.

Each activity during the workshop was well thought out, supported with the relevant learning aids, and well positioned to challenge the team and help draw conclusions and commitments to take back to our workplace.

The feedback from the team regarding the sessions they have attended has been extremely positive."
Jason O’Malley, General Manager, Woburn Golf Course

Babcock International

Babcock is the UK’s leading engineering support services organisation with revenue of over £4.82bn in 2016 and an order book of circa £12 billion. For major corporate clients, Babcock offers an academy training centre model where Babcock’s training experts deliver high quality, bespoke training programmes within in-house client-branded training academies. In addition to their own experts Babcock has relied on a select team of highly experienced associate trainers and freelancers.

We have provided training course design, development and delivery services to compliment the services of Babcock’s training experts offer to their academy training centre clients. This role requires a flexible approach where our trainers must provide their services to meet not only the demanding requirements of the Babcock team but also the monitoring carried out on behalf of their own clients.

"Mark has worked with and alongside our Premium offering for many years and always provided exceptional attention to detail and standards. Mark has consistently challenged the status quo when it comes to Customer Service and helped us push our boundaries in our endeavour to exceed excellence with innovative ideas and solutions."
Jasmine Perera, Head of Product, Brand, Sales, Events and New Business Training at Babcock International Group PLC

Air Business Academy

AirBusiness Academy is an Airbus Group company. For two decades, it has been engaged in developing people in aeronautics, gaining insight into the management needs of professionals working in this dynamic industry. We are pleased to have accreditation to run various courses including:

  • Team Booster  Workshops designed to improve team performance. 
  • People Make The Difference – a three day programme designed for first line managers.
  • Leading Business Finance – for financial controllers to become more partnership oriented in supporting their internal colleagues.
  • Leading Change – a one day workshop helping managers to navigate the organisational change they find themselves entering.

Cotswold Group

We supported the business with a series of management workshops, consultancy projects, training sessions, design and delivery projects; all designed for driving culture change for their BMW and MINI dealerships.

Services included:

  • Workshops to define the vision and values
  • Designing four bi-annual cross business briefing days for all staff
  • Designing and developing content for 6 internal champions to use in manager-less meetings
  • Design and implement 360 degree management appraisals
  • Coaching sessions for internal champions
  • Facilitate quarterly management workshops
  • Design various supporting tactical tools

WightLink Ferries

We designed and delivered customer service training workshops to help employees and managers refocus upon the need to deliver a great customer experience and in particular how they how they could make an immediate impact in Wightlink’s commitment to delivering the best cross-Solent service to travellers to and from the Isle of Wight.

The courses were delivered to both on shore and on ship staff that were primarily interacting with customers either serving them at the ticket office, on the telephone at the ferry terminals or abroad the ferries themselves.


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