Bob & Margaret's Story
We produced a number of programmes each aimed at a particular section of employees - initially in building maintenance - the chippies, plumbers, and electricians. Overall our approach was to capture the 'hearts and minds' using dramatised but realistic scenarios which revealed both sides of the customer relations experience in order to convince the hard-nosed west coasters that being considerate to customers in no way affected their manhood and was a natural extension to their skills as artisans.    South Lanarkshire Council are benefiting from a huge reduction in customer complaints and apparently the workforce morale has increased significantly.