A lifetime of
paying attention.

The pub was home.

For the first 17 years of my life, I grew up watching my Mum, Dad, Nan and Grandad look after people. They were all publicans.

They knew their customers by name. They remembered their stories. My Dad could make people feel heard even when a conversation was difficult.

Long before “customer experience” became a business phrase, my family was living it.

I also saw the work and sacrifice behind it. Caring for customers should not mean forgetting the people delivering the service.

Then came the other side of the conversation.

After university, I joined BT Group Mobile as a Customer Service Advisor. I progressed through the business and eventually became an Operations Manager leading 120 people.

I understood how much the experience of a customer depends on the confidence, support and habits of the person they speak to.

After 12 years with O2 UK in Leeds, I started GS Development Solutions. I developed my memory techniques and delivered more than 500 exam revision events for young people across the UK.

Later, my wife Amy and I formed LOAF Training, bringing that experience into helping businesses create memorable customer experiences. The business evolved into the Gavin Scott personal brand, with the same focus on people and service.

That experience shapes what I do now.

I work with teams on listening to customers, handling complaints and making service more consistent.

I’m the author of Finding Gold Dust and host of the Customer Service Gold Dust podcast.

I combine memory techniques with customer experience knowledge to make learning memorable. My stories draw on the military, business, sport and everyday life. Outside work, I have also been a football referee and a qualified FA coach, supporting young people through the game.

Put customers at the centre.

My mission is to help businesses create memorable experiences for their customers, facilitate exceptional service and make customers central to everything a business does.

My ambition is to be the UK’s most preferred supplier of customer service solutions. That starts with supporting the people who deliver the service.