# The Gold Dust Standard newsletter & articles

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

Read The Gold Dust Standard by Gavin Scott, explore the article archive and subscribe to the newsletter on LinkedIn.

Gavin’s newsletter
The Gold Dust Standard.
Lessons and conversations about customer service, leadership and making good service part of everyday work.
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From the newsletter.
37 editions. Start with the latest, or browse earlier editions below.
21 October 2026
Your Customer Has Explained It Once. Why Ask Them Again?
84% of respondents to my recent poll said making customers repeat their story destroys trust and adds frustration.
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14 October 2026
Customer Service Training: Does It Actually Change Behaviour?
You can teach someone great customer service. But can you train them to deliver it when it really matters?
Read edition
7 October 2026
AI Should Make Customer Service More Human
What if the real opportunity with AI isn't to make customer service less human...
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30 September 2026
Great service shouldn’t depend on your best people
What happens when your best people are compensating for your worst processes? It’s a question I hadn’t realised I was asking when I put last week’s poll to Customer Service and…
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23 September 2026
When customer service sounds too much like a script
Have you ever spoken to a customer service team member and thought:
Read edition
16 September 2026
Should customers have to get lucky to receive great service?
Here’s a question I recently asked Customer Service and CX leaders:
Read edition
Browse earlier newsletter editions (31)
9 September 2026
Can a complaint create a better customer experience?
Let’s be honest, complaints aren’t usually anyone’s favourite part of Customer Service. But what if we’ve been looking at them the wrong way?
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2 September 2026
Great Customer Conversations Start With Listening
Great customer service isn't just about solving the problem.
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19 August 2026
Is Personalisation the Difference Between Good and Great CX?
That’s why personalisation can have such a powerful impact on Customer Experience.
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12 August 2026
Staying Calm Under Pressure Is a Customer Service Superpower
What happens when a customer is angry, frustrated and blaming your team for something completely outside their control?
Read edition
5 August 2026
Why Great Customer Experience Can't Exist in a Silo
We often talk about improving Customer Experience.
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29 July 2026
Customers Don't Expect Magic, They Expect Momentum
Most customers know some problems take time to solve, they aren't expecting miracles.
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21 July 2026
The Secret to Amazing Customer Service
Have you ever noticed that two people can deliver exactly the same answer, yet leave customers feeling completely different?
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15 July 2026
Putting People First In Customer Experience
What if the biggest improvement to your customer experience wasn't another new system?
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7 July 2026
Your Voice, Their Experience: Using Tone to Delight Customers
Have you ever listened back to one of your customer calls?
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30 June 2026
The Prevention Approach: Avoiding the Next Issue Before It Happens
It may be time, money, trust, or even a loyal customer.
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24 June 2026
Why Great Customer Service Starts Before Customers Need Help
Most customer service teams are measured on how quickly they solve problems.
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16 June 2026
Can Positivity Change Every Customer Interaction?
But let's be honest. When customers are frustrated, targets are mounting, and your inbox seems never-ending, positivity can feel easier said than done.
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9 June 2026
Most Customer Service Problems Start With This Missing Skill
The customer wanted a vegetarian meal. The airline couldn't provide one.
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2 June 2026
When Customers Feel Heard, Everything Changes
Not a faster process. Not another survey. Not another automated response.
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26 May 2026
How Asking the Right Questions Can Completely Transform customer interactions
They’re simply the ones asking better questions.
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19 May 2026
The Secret to Winning Customers From the First Moment
You walk into a business and instantly feel welcomed.
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5 May 2026
Why Leadership Development Should Lead to Promotion — Not Just Participation
Leadership development is often measured by attendance.
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28 April 2026
Resilience Isn’t About Pushing Harder, It’s About Leading Better Under Pressure
Many leaders believe resilience means pushing through, carrying more, and never showing strain.
Read edition
21 April 2026
Why Accredited Leadership Development Still Matters
Leadership development has never been more available.
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14 April 2026
The Gold Dust Leadership Method: Why Leadership Development Doesn’t Always Stick
Leadership development isn’t broken because of a lack of effort.
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31 March 2026
Culture Doesn’t Change With Strategy, It Changes With Behaviour
Organisations often talk about culture as something they want to improve.
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24 March 2026
Loyalty Isn’t Built by Perks, It’s Built by Leadership
Loyalty in organisations is often misunderstood.
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17 March 2026
Why Retention Problems Often Start With Leadership
When organisations struggle with retention, the first response is often to adjust policies, higher salaries, better benefits, new incentives. Those changes can help.
Read edition
10 March 2026
Why Organisations Pay More When They Ignore Internal Leadership Pipelines
When a leadership gap appears, the quickest solution often feels obvious.
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24 February 2026
Why Leaders Don’t Lack Time, They Lack Boundaries
One of the biggest myths in leadership is this: “I just don’t have enough time.”
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17 February 2026
Ownership Is What Separates Average Leaders from Trusted Ones
Leadership accountability is often talked about. Ownership, however, is something you feel .
Read edition
10 February 2026
Your Leadership Impact Is Showing — Whether You Intend It or Not
Every leader has impact. The real question is whether it’s intentional.
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3 February 2026
Trust Is Built in the Conversations Leaders Avoid or Handle Well
Trust in leadership rarely collapses in one dramatic moment.
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27 January 2026
The Hidden Cost of Promoting People Before They’re Ready to Lead
They’re promoted because they’re technically strong, dependable, and respected for what they do.
Read edition
20 January 2026
Resilience Isn’t About Toughing It Out, It’s About Lasting the Distance
One of the strongest signals from this week’s poll was just how much pressure leaders are carrying and how mixed the experiences are when it comes to developing real resilience…
Read edition
14 January 2026
The "Switch-Off" Secret: Why your best ideas happen after 5 PM
In a world that prizes " hustle " and " always-on " availability, we’ve been sold a lie.
Read edition
From the article archive.
Three earlier articles, first published in 2019.
20 December 2019
The Power of Positivity
It’s always great to meet an optimist; that natural exuberance and can-do attitude is very infectious. But on the other side of the same coin, someone with a negative outlook…
Read article
20 December 2019
Provide a Warm Welcome and be more DOG!
Do you have a dog?  Even if you haven’t you will still be able to picture this next scene. You come home from work, you’re tired, hungry, you’ve been stuck in traffic or you’ve…
Read article
20 December 2019
3 Ways to keep things "Hello Fresh!"
Let me tell you about a recent experience that I had with a “Hello Fresh” representative (Let’s call her Abi shall we!).  It’s a topical one, because as you read this and…
Read article
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## Links

- [Subscribe on LinkedIn](https://www.linkedin.com/newsletters/the-gold-dust-standard-7414715447683772416/)
- [Read the editions](#newsletter-editions)
- [Your Customer Has Explained It Once. Why Ask Them Again?](https://www.gavinscott.me/blog/your-customer-has-explained-once-why-ask-them-again-gavin-scott-reb3e/)
- [Read edition](https://www.gavinscott.me/blog/your-customer-has-explained-once-why-ask-them-again-gavin-scott-reb3e/)
- [Customer Service Training: Does It Actually Change Behaviour?](https://www.gavinscott.me/blog/customer-service-training-does-actually-change-behaviour-gavin-scott-sxxpe/)
- [Read edition](https://www.gavinscott.me/blog/customer-service-training-does-actually-change-behaviour-gavin-scott-sxxpe/)
- [AI Should Make Customer Service More Human](https://www.gavinscott.me/blog/ai-should-make-customer-service-more-human-gavin-scott-eidce/)
- [Read edition](https://www.gavinscott.me/blog/ai-should-make-customer-service-more-human-gavin-scott-eidce/)
- [Great service shouldn’t depend on your best people](https://www.gavinscott.me/blog/great-service-shouldnt-depend-your-best-people-gavin-scott-bgsze/)
- [Read edition](https://www.gavinscott.me/blog/great-service-shouldnt-depend-your-best-people-gavin-scott-bgsze/)
- [When customer service sounds too much like a script](https://www.gavinscott.me/blog/when-customer-service-sounds-too-much-like-script-gavin-scott-iqhce/)
- [Read edition](https://www.gavinscott.me/blog/when-customer-service-sounds-too-much-like-script-gavin-scott-iqhce/)
- [Should customers have to get lucky to receive great service?](https://www.gavinscott.me/blog/should-customers-have-get-lucky-receive-great-service-gavin-scott-pi9be/)
- [Read edition](https://www.gavinscott.me/blog/should-customers-have-get-lucky-receive-great-service-gavin-scott-pi9be/)
- [Can a complaint create a better customer experience?](https://www.gavinscott.me/blog/can-complaint-create-better-customer-experience-gavin-scott-dveae/)
- [Read edition](https://www.gavinscott.me/blog/can-complaint-create-better-customer-experience-gavin-scott-dveae/)
- [Great Customer Conversations Start With Listening](https://www.gavinscott.me/blog/great-customer-conversations-start-listening-gavin-scott-fdxue/)
- [Read edition](https://www.gavinscott.me/blog/great-customer-conversations-start-listening-gavin-scott-fdxue/)
- [Is Personalisation the Difference Between Good and Great CX?](https://www.gavinscott.me/blog/personalisation-difference-between-good-great-cx-gavin-scott-5evze/)
- [Read edition](https://www.gavinscott.me/blog/personalisation-difference-between-good-great-cx-gavin-scott-5evze/)
- [Staying Calm Under Pressure Is a Customer Service Superpower](https://www.gavinscott.me/blog/staying-calm-under-pressure-customer-service-superpower-gavin-scott-zc7re/)
- [Read edition](https://www.gavinscott.me/blog/staying-calm-under-pressure-customer-service-superpower-gavin-scott-zc7re/)
- [Why Great Customer Experience Can't Exist in a Silo](https://www.gavinscott.me/blog/why-great-customer-experience-cant-exist-silo-gavin-scott-4f3yf/)
- [Read edition](https://www.gavinscott.me/blog/why-great-customer-experience-cant-exist-silo-gavin-scott-4f3yf/)
- [Customers Don't Expect Magic, They Expect Momentum](https://www.gavinscott.me/blog/customers-dont-expect-magic-momentum-gavin-scott-0hc8e/)
- [Read edition](https://www.gavinscott.me/blog/customers-dont-expect-magic-momentum-gavin-scott-0hc8e/)
- [The Secret to Amazing Customer Service](https://www.gavinscott.me/blog/secret-amazing-customer-service-gavin-scott-vhf3e/)
- [Read edition](https://www.gavinscott.me/blog/secret-amazing-customer-service-gavin-scott-vhf3e/)
- [Putting People First In Customer Experience](https://www.gavinscott.me/blog/putting-people-first-customer-experience-gavin-scott-i1t6e/)
- [Read edition](https://www.gavinscott.me/blog/putting-people-first-customer-experience-gavin-scott-i1t6e/)
- [Your Voice, Their Experience: Using Tone to Delight Customers](https://www.gavinscott.me/blog/your-voice-experience-using-tone-delight-customers-gavin-scott-lndee/)
- [Read edition](https://www.gavinscott.me/blog/your-voice-experience-using-tone-delight-customers-gavin-scott-lndee/)
- [The Prevention Approach: Avoiding the Next Issue Before It Happens](https://www.gavinscott.me/blog/prevention-approach-avoiding-next-issue-before-happens-gavin-scott-0zree/)
- [Read edition](https://www.gavinscott.me/blog/prevention-approach-avoiding-next-issue-before-happens-gavin-scott-0zree/)
- [Why Great Customer Service Starts Before Customers Need Help](https://www.gavinscott.me/blog/why-great-customer-service-starts-before-customers-need-gavin-scott-ep4rf/)
- [Read edition](https://www.gavinscott.me/blog/why-great-customer-service-starts-before-customers-need-gavin-scott-ep4rf/)
- [Can Positivity Change Every Customer Interaction?](https://www.gavinscott.me/blog/can-positivity-change-every-customer-interaction-gavin-scott-iuwaf/)
- [Read edition](https://www.gavinscott.me/blog/can-positivity-change-every-customer-interaction-gavin-scott-iuwaf/)
- [Most Customer Service Problems Start With This Missing Skill](https://www.gavinscott.me/blog/most-customer-service-problems-start-missing-skill-gavin-scott-mmh9e/)
- [Read edition](https://www.gavinscott.me/blog/most-customer-service-problems-start-missing-skill-gavin-scott-mmh9e/)
- [When Customers Feel Heard, Everything Changes](https://www.gavinscott.me/blog/when-customers-feel-heard-everything-changes-gavin-scott-tbqge/)
- [Read edition](https://www.gavinscott.me/blog/when-customers-feel-heard-everything-changes-gavin-scott-tbqge/)
- [How Asking the Right Questions Can Completely Transform customer interactions](https://www.gavinscott.me/blog/how-asking-right-questions-can-completely-transform-customer-scott-hmfff/)
- [Read edition](https://www.gavinscott.me/blog/how-asking-right-questions-can-completely-transform-customer-scott-hmfff/)
- [The Secret to Winning Customers From the First Moment](https://www.gavinscott.me/blog/secret-winning-customers-from-first-moment-gavin-scott-p9d1e/)
- [Read edition](https://www.gavinscott.me/blog/secret-winning-customers-from-first-moment-gavin-scott-p9d1e/)
- [Why Leadership Development Should Lead to Promotion — Not Just Participation](https://www.gavinscott.me/blog/why-leadership-development-should-lead-promotion-just-gavin-scott-zz5ie/)
- [Read edition](https://www.gavinscott.me/blog/why-leadership-development-should-lead-promotion-just-gavin-scott-zz5ie/)
- [Resilience Isn’t About Pushing Harder, It’s About Leading Better Under Pressure](https://www.gavinscott.me/blog/resilience-isnt-pushing-harder-its-leading-better-under-gavin-scott-3yzhe/)
- [Read edition](https://www.gavinscott.me/blog/resilience-isnt-pushing-harder-its-leading-better-under-gavin-scott-3yzhe/)
- [Why Accredited Leadership Development Still Matters](https://www.gavinscott.me/blog/why-accredited-leadership-development-still-matters-gavin-scott-fmjfe/)
- [Read edition](https://www.gavinscott.me/blog/why-accredited-leadership-development-still-matters-gavin-scott-fmjfe/)
- [The Gold Dust Leadership Method: Why Leadership Development Doesn’t Always Stick](https://www.gavinscott.me/blog/gold-dust-leadership-method-why-development-doesnt-always-gavin-scott-j5c1e/)
- [Read edition](https://www.gavinscott.me/blog/gold-dust-leadership-method-why-development-doesnt-always-gavin-scott-j5c1e/)
- [Culture Doesn’t Change With Strategy, It Changes With Behaviour](https://www.gavinscott.me/blog/culture-doesnt-change-strategy-changes-behaviour-gavin-scott-ajbne/)
- [Read edition](https://www.gavinscott.me/blog/culture-doesnt-change-strategy-changes-behaviour-gavin-scott-ajbne/)
- [Loyalty Isn’t Built by Perks, It’s Built by Leadership](https://www.gavinscott.me/blog/loyalty-isnt-built-perks-its-leadership-gavin-scott-mbuce/)
- [Read edition](https://www.gavinscott.me/blog/loyalty-isnt-built-perks-its-leadership-gavin-scott-mbuce/)
- [Why Retention Problems Often Start With Leadership](https://www.gavinscott.me/blog/why-retention-problems-often-start-leadership-gavin-scott-9v5te/)
- [Read edition](https://www.gavinscott.me/blog/why-retention-problems-often-start-leadership-gavin-scott-9v5te/)
- [Why Organisations Pay More When They Ignore Internal Leadership Pipelines](https://www.gavinscott.me/blog/why-organisations-pay-more-when-ignore-internal-leadership-scott-v7she/)
- [Read edition](https://www.gavinscott.me/blog/why-organisations-pay-more-when-ignore-internal-leadership-scott-v7she/)
- [Why Leaders Don’t Lack Time, They Lack Boundaries](https://www.gavinscott.me/blog/why-leaders-dont-lack-time-boundaries-gavin-scott-xk6fe/)
- [Read edition](https://www.gavinscott.me/blog/why-leaders-dont-lack-time-boundaries-gavin-scott-xk6fe/)
- [Ownership Is What Separates Average Leaders from Trusted Ones](https://www.gavinscott.me/blog/ownership-what-separates-average-leaders-from-trusted-gavin-scott-6neue/)
- [Read edition](https://www.gavinscott.me/blog/ownership-what-separates-average-leaders-from-trusted-gavin-scott-6neue/)
- [Your Leadership Impact Is Showing — Whether You Intend It or Not](https://www.gavinscott.me/blog/your-leadership-impact-showing-whether-you-intend-gavin-scott-osnve/)
- [Read edition](https://www.gavinscott.me/blog/your-leadership-impact-showing-whether-you-intend-gavin-scott-osnve/)
- [Trust Is Built in the Conversations Leaders Avoid or Handle Well](https://www.gavinscott.me/blog/trust-built-conversations-leaders-avoid-handle-well-gavin-scott-sacoe/)
- [Read edition](https://www.gavinscott.me/blog/trust-built-conversations-leaders-avoid-handle-well-gavin-scott-sacoe/)
- [The Hidden Cost of Promoting People Before They’re Ready to Lead](https://www.gavinscott.me/blog/hidden-cost-promoting-people-before-theyre-ready-lead-gavin-scott-dvuye/)
- [Read edition](https://www.gavinscott.me/blog/hidden-cost-promoting-people-before-theyre-ready-lead-gavin-scott-dvuye/)
- [Resilience Isn’t About Toughing It Out, It’s About Lasting the Distance](https://www.gavinscott.me/blog/resilience-isnt-toughing-out-its-lasting-distance-gavin-scott-vmope/)
- [Read edition](https://www.gavinscott.me/blog/resilience-isnt-toughing-out-its-lasting-distance-gavin-scott-vmope/)
- [The "Switch-Off" Secret: Why your best ideas happen after 5 PM](https://www.gavinscott.me/blog/switch-off-secret-why-your-best-ideas-happen-after-5-pm-gavin-scott-jcyre/)
- [Read edition](https://www.gavinscott.me/blog/switch-off-secret-why-your-best-ideas-happen-after-5-pm-gavin-scott-jcyre/)
- [The Power of Positivity](https://www.gavinscott.me/blog/the-power-of-positivity/)
- [Read article](https://www.gavinscott.me/blog/the-power-of-positivity/)
- [Provide a Warm Welcome and be more DOG!](https://www.gavinscott.me/blog/provide-a-warm-welcome-and-be-more-dog/)
- [Read article](https://www.gavinscott.me/blog/provide-a-warm-welcome-and-be-more-dog/)
- [3 Ways to keep things "Hello Fresh!"](https://www.gavinscott.me/blog/3-ways-to-keep-things-hello-fresh/)
- [Read article](https://www.gavinscott.me/blog/3-ways-to-keep-things-hello-fresh/)
- [Contact Gavin](https://www.gavinscott.me/contact/)
- [Book a discovery call](https://calendly.com/gavinscott/30min)