What’s in a name?

“Is there anything more important than your name?”

Paul Cave, AM – Founder and Chairman of Sydney BridgeClimb.

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Sydney Harbour Bridge by John Armytage.

Today, I heard an awesome story of perseverance, creativity, history, politics, measurement, customer experience and passion! The Sydney BridgeClimb is a truly customer centric organisation, driven from the top.

Paul, who has been an avid collector of Sydney Harbour Bridge memorabilia for decades, still reviews customer satisfaction scores for his business daily. He responds personally to all customer complaints and mandates that his staff learn and address all their clients with their first name.  That’s more than 3 million first names since inception in 1998.

Do you address your customers personally?