Testimonials
Liz Hughes, Director of HR, Metropolitan Housing Partnership
“The Gober Method and Psychology of Service has provided our staff with a valuable suite of tools, enabling them to always have positive interactions with our customers, no matter how challenging the issue they are dealing with may be. Staff have been re-invigorated, success is celebrated and a new “can-do” mind set and attitude is now integral to our approach. The internal benchmark is now high and staff are eager to attend their training when they hear how much their colleagues have learnt and enjoyed the experience. Mary Gober and her team of professional trainers take training to a new level in their ability to ensure the relevancy of examples to our staff’s everyday working lives and keep them engaged through a busy programme. The Gober Method represents real value for money when you measure the impact on staff motivation and improvement in customer satisfaction ratings.”
David Done, Chief Executive, Richmond Housing Partnership
“I am very impressed by the Gober Method as I am convinced that it is a powerful tool for improving customer service. It empowers employees, changes behaviour and produces positive outcomes for customers. We have trained all of our staff in the Gober Method because we believe it will help us to achieve world class customer service. The Gober Consultants are excellent! They are extremely professional and provided a high level of support throughout the implementation process. The training and associated coaching has been extremely well received across the company. We have already seen positive changes in behaviour which have strengthened our culture and improved relationships with customers.”
Sally Jacobson, former Group Director of HR, London & Quadrant Housing Trust
“Since 2000, the Gober Method formed the bedrock of our employee engagement programme leading to improvements in resident and staff satisfaction. In the Sunday Times Top 100 Companies To Work For, we ranked 67 in 2003, 29 in 2004, 12 in 2005, 34 in 2007 and 2008 and 22 in 2009. In 2006, Tower Homes, our subsidiary, ranked number 1 in the 100 Best Small CompaniesTo Work For. In 2008, we were 1 of only 7 Companies (and the only Housing Association) to be ranked in the Best European, Top 50 Companies To Work For. Our people voted us into these positions and we have the Gober Method to thank for this.
The Gober Method has received the highest evaluation of any training we have ever undertaken. Ten years on, every individual at L&Q still learns and uses The Gober Method – it has become an integral part of our successful business.”
John Jones, Former Chief Superintendent of Contact Management & Service Quality, West Mercia Constabulary
“As the 4th largest police force in Britain, we have been working with MGI since 2005 to help deliver the Home Office’s Citizen Focus Agenda – Confidence and Satisfaction with the Police. Our latest research confirms
significant improvements:
• 97% of 999 callers were satisfied with the way their call was handled
• 97% say their matter was taken seriously
• victims of crime saying that they were satisfied with how their case was handled went up from 58% to 70%
• sickness absence is down 25%, staff attrition rates down to 7% – lower than the national average
Our trainers are now accredited to deliver the Gober Method to everyone in the Constabulary.”
Bernadette Rose, Assistant Director, Metropolitan Home Ownership
“The impact of the Gober Method on Metropolitan Home Ownership has been tremendous. Our most recent independent customer survey has recorded a staggering 38% increase in levels of customer satisfaction since training began, with 95% of our customers indicating that they would recommend Metropolitan Home Ownership to others – the highest accolade we could expect to receive. The influence of the Gober Method on our employees has been significant; staff have been re-invigorated, success is celebrated and a new ‘can do’ mind-set and attitude is now integral to our approach. The Gober Method has set a benchmark for all our internal processes and in addition, inspired us with the confidence to apply for Charter Mark status – the national standard of customer service excellence – which we were awarded in August 2005.”
Barbara Thorndick, Chief Executive, West Kent Housing Association
“Since 2003, we embraced the Gober Method for delivering and sustaining excellent customer service and all our staff are now trained in the Method as part of their induction. The training gives them the confidence they need to make customer engagement a positive experience. We have extended the training to our partnering contractors to ensure consistency at every level of customer contact. In February 2006, West Kent became the first housing association to receive the top award for services and excellent prospects for improvement. This unprecedented maximum three star rating is the highest rating awarded by the Audit Commission.”
