# About Gavin Scott

Source URL: https://www.gavinscott.me/about/

Meet Gavin Scott, customer experience speaker, trainer, author of Finding Gold Dust and host of the Customer Service Gold Dust podcast.

A lifetime of
paying attention.
I’m Gavin Scott. Before the workshops, the book and the conference stages, there was the pub.
My story
Behind the bar
Inside the team
The work today
My purpose
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
.
Connect with me on LinkedIn
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.
In their own words.
"Gav spent a number of months working with our Business Sales teams in Leeds. We not only saw a massive increase in Sales but big improvements with our Customer Experience. Gav knew everyone and everyone knew Gav. We also recorded the highest employee engagement scores for all npower content Centre's while Gav was with us!"
Lee Charlton
Head of Sales & Retention - npower Business
“4 years after the sessions that Gav did at our call Centre sites in India, Manilla and the UK and they are still talking about it.  There’s not many training sessions that I’ve seen that have had that level of stickiness before!  I love the fact that he gave people the belief that they could do it!”
Karen Ingham
Customer Service Director – Virgin Media
“Gavin worked with Alphabet on our programme to Perfect the Alphabet Customer Experience (PACE).  Gavin was a vital part of a programme which empowered and enabled over 400 employees to be part of a cultural transformation to drive change in our customer approach. As a result of the PACE programme we’ve seen a significant uplift in customer satisfaction and greater levels of collaboration and co-ordination across the business, as well as winning a number of high profile industry awards for our customer service.”
Nick Brownrigg
CEO – Alphabet
“Staff feedback ranged from “Eye opening” to “Inspirational”.  Since Gavin’s involvement with Union Street we have seen a tenfold increase in the amount of positive customer feedback.  Our Leaders are more effective than what they ever have been.”
Jose Fernandez
Chief Operating Officer – Union Street Technologies
"Gav helped us to facilitate one of the Jewels in the crown of our Customer First programme at BT.  It was a fun, engaging and impactful event that got fantastic feedback.  It really helped us to build excitement for the journey ahead”
Joe Hildebrand
Head of Organisational Development – BT
Let’s talk about your customer experience.
Tell Gavin about your team, your event or the challenge you’re working on.
Contact Gavin
Book a discovery call

## Links

- [Behind the bar](#pub)
- [Inside the team](#team)
- [The work today](#today)
- [My purpose](#purpose)
- [Finding Gold Dust](https://www.gavinscott.me/book/)
- [Customer Service Gold Dust podcast](https://www.gavinscott.me/podcast/)
- [Connect with me on LinkedIn](https://www.linkedin.com/in/gavinscottltd/)
- [Contact Gavin](https://www.gavinscott.me/contact/)
- [Book a discovery call](https://calendly.com/gavinscott/30min)