At robnixon we pride ourselves on giving the very best service and experience to ensure total delight with what we do.  We keep striving to be the best.

We observe the following standards which are known, owned and energised by the whole team to build an outstanding business and create team happiness.

1.           Clients (internal and external) will always be totally delighted with what we do and how we do it.

2.           We practice teamwork and lateral service to create a positive work environment, always maintaining healthy, honest relationships with each team member.

3.           ‘Smile – We are on stage’.  We always maintain positive eye contact. We use the proper vocabulary with our guests. We use words like ‘Good Morning’, ‘Certainly’, ‘I’ll be happy to’ and ‘My pleasure’.

4.           We apologise and make restitution if someone is upset by our actions.

5.           We’re always willing to improve.  We will give and receive constructive feedback to help each other succeed.

6.           We demonstrate a positive ‘can do’ attitude at all times.

7.           We take ownership of challenges and focus on solutions.

8.           We have fun whilst working and learning.

9.           We are flexible in our attitude and with our time to get the task completed.

10.      We are willing to go the extra mile for the benefit of the team, the business, our clients and each other.

11.      We always do our best.  We blame a system, not a person.

12.      We are creative and innovative in our approach to our work.

13.      We speak up if we don’t like something or are unhappy. We take responsibility for making things right.

14.      We always act with integrity and respect and use empowering conversation.

15.      We bank all monies received on the day of receipt.

16.      We process seminar registrations and despatch products the same day the order and payment is received. Every seminar registration or product order includes a warm and sincere thank you letter.

17.      We answer our telephones within 2 rings and with a smile. We say.. ‘Thank you for calling Rob Nixon’s office, this is FIRSTNAME LASTNAME’.

18.      We greet and farewell everyone by name, with eye contact and with a smile.

19.      We always acknowledge all written communication (emails, letters, faxes) the same day and a full reply is always given no later than 1 business day from receipt.

20.      Any queries or complaints are owned by the team member who receives them and are resolved within 24 hours of receipt.

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