Rick Denton: 0:05

You're listening to CX Passport, the show about creating great customer experiences with a dash of travel talk. Each episode well talk with our guests about great CX, travel...and just like the best journeys, explore new directions we never anticipated. I'm your host Rick Denton. I believe the best meals are served outside and require a passport. Let's get going. I hope you're already familiar with today's CX Passport guest Gavin Scott, perhaps you know him from his brilliant podcast, customer service, gold dust, or maybe from his public speaking events, or even his great content on LinkedIn, or even from his recent book, finding gold dust how to create exceptional customer experiences. Now for those who have not yet heard from, I will tell you Gavin has a hyper focus on how to create exceptional customer experiences. with decades of experience in customer service, Gavin uses his fantastic storytelling, ability to help companies and teams create the approach and skills they need to deliver great customer experiences. I've had the chance to learn from Gavin having recently been a guest on his great podcast, and also really enjoying his recent book, hit pause, go order the book, and come back and listen the rest of the episode. Gavin not only preaches how to deliver great CX, he provides it as well. I am so excited to have another great conversation across the pond with a fellow cx colleague, Gavin, welcome to CX Passport.

Gavin Scott: 1:39

Rick, thank you, you're too kind. But introduction just covered off pretty much everything that I do. And so it's certainly Great to be here. And yeah, before we crack on, you know, you're doing some great work with your podcast as well. I'm loving the guests of the content that you sharing. So it's great to have a conversation today and share some insights from the UK.

Rick Denton: 1:59

Yeah, Gavin, thanks so much kind words in reverse as well. It's certainly been quite a ride, and I've enjoyed the heck out of it. But I'm really glad to have you on today cuz I know I'm gonna learn a ton. And I'm going to hear some great stories. So I know one thing about you, and when we talk about your approach to helping companies deliver that great customer service, you've kind of organized it into sort of five key areas of focus. I'd love for you to walk us through those areas.

Gavin Scott: 2:23

Yeah, this is reason why I try to chunk things down and keep things simple. You know, when it comes to human beings, we like things to be chunked down, you think about your your phone number, you know, what's your phone number? It's, oh, 780805, double for double three. That's my old phone number, by the way, okay?

Rick Denton: 2:44

Do I need to bleep that out?

Gavin Scott: 2:48

Just give me a call. But this is it, we love to chunk things down, don't wait. And so I like to take that into the content that I deliver and just chunk things down into manageable amounts for the people that I work with. And so we focus on on five key areas. And first and foremost, we're going to make sure that we kick off with the right mindset. Because, you know, mindset is everything. They say in professional sport these days that 80% of success is down to mindset. And I believe it's it's similar in the workplace. So I always focus on the importance of having customer service mindsets for success. So that's where we start from, and make sure you're into the right state of mind. Then we focus on the importance of getting off to a great start. And that whole warm welcome. And I talk about you know who's got a dog? And if you have a dog at home for the whole day, when you return what are you greeted with every single time and you know what most of the dogs I know Rick, they will jump up they will lick your face, you know they they are so pleased to see you they make you feel good. And I say to I say to the people who attend my sessions, you know how well do you provide your customers with a warm and welcoming feeling? Because we can learn a lot from our four legged friend for her love that isn't it? You can have that one? I mean, it's I'm sure it's I'm sure I'm sure you've read that somewhere might have come from Dale Carnegie, how to win friends and influence people but be more like a be more like a dog and provide that warm welcome. So that's the second part. The third part is the importance of creating that connection. And you know, if you think about the world that we live in today, we've got to have that emotional connection with our customers. And so that's about listening, asking good questions, mirroring the customer in terms of their language, but just getting on a level with them so that the customer thinks you know what I like him or her he's just like me. So create that connection with the the next pieces around the importance of making it easy. And so that's the language that's your tone of voice. That's about being not just a problem solver being a problem, identify it and using your knowledge experience. expertise to head off any future issues that customers may have and and get them resolved. And we finish off with the importance of ending on a high, you know, providing a good, positive, lasting impression. And if I think about what happens here in the UK, Rick is that IKEA is a is a famous? Well, you might have IKEA over there. Oh yeah, this is it. So IKEA in the UK, when when you finish doing your shop and you spend a lot of money, often buying stuff that you don't actually want or need, you get a hotdog, right? And it costs you, it costs you 65 P and you know families walk out of there, even though they spent a fortune, but it's a good positive, lasting impression. They love a hot dog the kids do as well. And so guess what they go back. And so

Rick Denton: 5:47

it is, it is so amazing that that closure moment at IKEA or any other place like that Costco is another major brand here in the US. And I think with some global locations as well. And they too have that inexpensive hot dog and a soft drink. And there are people that will make the journey to Costco just to have the hot dog and the soft drink. But it's because that positive closure moment has existed in their mind that they have locked in that this is a place I want to be that regardless of what happened before that last moment was so so vital. So I love how you talked about the canine welcome, right? So we've got this great welcome, we've got the and I will admit my daughter is a cat person. So she introduced a cat to our house. And I would say this, do not use the cats as your warm welcome model continue to stick in the canine space. But that you start with the warm all the great content in the middle, and then the closure aspect of it. And so much of what you said makes a lot of sense. But you did mention the beginning kind of the chunks and how you chunk that information up. I know that you've delivered these across so many events and so many webinars and that sort of stuff. But how do you get beyond people just sort of nodding, Alright, that was interesting to really cementing into their hearts and minds. What is it that you're kind of helping them remember this great content, not just in the minutes that follow, but in the the days and the months and the years to follow after the events that you provide?

Gavin Scott: 7:09

Now it's a great question, Rick. And there's a few there's a few responses that I'm going to give. The first one is that my granddad used to tell great stories, right? And I mean, we're talking years and years ago, and the amount of times that I've recalled some of my granddad's stories to my kids. Yeah, I can't, I can't imagine how many times I've done it. But you know, it's great stories that really work. And there's something about a story that helps to make some of the content that we share memorable people love stories. And so what I do do is I share and I tell great stories. And when I left, one of the organizations that I used to work for, I became a self taught memory expert, and I was helping kids to get better exam results. One of the one of the tools that we used was was mind mapping, okay, so using great color, using green visuals using trigger images. And then the other kids were just blown away. And when it comes to how much information they could retain and recall, right, they, they, they couldn't believe it, I thought, How can I fuse that into some of the content that I now share in the corporate space. And so what I do in every event I share is I use hand drawn visual images. I've got a graphic illustrator, a guy called john Montgomery, and he's just brilliant. And he he puts all of the stuff that I share down on paper into a visual, that helps to make the content sticky, so good color, good visuals, and great stories. That's the approach that I take.

Rick Denton: 8:51

I love that and actually that's one of the things that I really noticed in your book finding gold dust and that was how its approached story by story by story. And the the moments the teaching the elements that you're you're sharing in there really resonate when I think of the stories that are involved in that book. And I think a lot of that is us even take it into the employee engagement, employee experience space, it feels like a lot of times we forget and I just mean that the general we when we're sharing information we get so factual it's almost like we're maybe Google has messed up the way we think about things that it's if I want to find a piece of information that I received that piece of information back, but it really is the story that surrounds that piece of information that allows us to retain that piece of information and really get memorable and and and just remember I remember the stories and the themes behind the stories often more than I remember the facts that are behind those facts.

Gavin Scott: 9:48

And this is it and so when you think about it, you know, regardless of you're working in the customer experience space, what if you want people to connect what's going on then rather than having huge number of slides with with bullet points, and lots of lots of lots of content, then just create some great stories, you know, in organizations who do that, to have that narrative and help their guys and girls to understand the why, you know, by using stories, then then then people feel as though either they're the more connected, they know how they can contribute, they therefore give more discretionary effort. And that and itself is going to provide great outcomes for for a business. So you know, I think stories are key.

Rick Denton: 10:35

And exactly, and I've seen that. So I think back to some former employer, great place, and one of the things that they did such a great job of is that their town halls, that they would elevate customer story, and they would bring customer story into the night, I mean, some of the more beautiful stories where they go and film and interview the customer. And I'm not exaggerating, when I say there were tears shed mine included for some of these beautiful stories, and we're talking about home equity, right? How can you get emotional about Home Equity, and yet there were these stories there. And I think about so we're talking about memorable, and a lot of times that's a word that's it used in place of things like special or meaningful or delightful. But it really is that that special experience becomes something that sits in our memories forever. So thinking about how a company can deliver that, how do you help companies create those memorable moments that then become the the origin stories of stories later in their? their, their company? history?

Gavin Scott: 11:31

Yeah, and it's an interesting one, because people, you know, talk about the importance of, you know, delighting customers, you know, wowing customers, you know, creating exceptional customer experiences, but sometimes, it's the simple things that make the biggest difference, right? And, you know, when it comes to, you know, consistently getting the basics, right, that's a phrase that, you know, I've been, you know, focused on and using for a number of years came from one of my old bosses, a guy called john keesler, you know, you got to consistently get the basics right. And I think if you want to create memorable experiences, then you know, yes, get the basics, right, and do it in a human way. Yeah. Right. And, you know, make that connection, you know, own up to your mistakes, be vulnerable, hold your hands up, but but just connect, connect and have some common ground and create that liking factor. And I think, you know, it's it's stuff like that, that's really going to, you know, help to make sure that those experience those experiences, you know, are memorable. So, hey, listen, this stuff, it's, it's, it's simple, simple to say, but often quite a challenge to get right. But this is not rocket science, it's about consistently getting the basics right and focusing on the most important things and and doing it with, with the whilst be human at the same time, that's that's the that's the approach that I would certainly encourage

Rick Denton: 12:57

you said a couple of things in there. And I want to I want to go back to the human point there. But one of the things that I was grinning about, as you said, you know, it's not rocket science. And sometimes I chuckle with some of my fellow cx colleagues. And I'm like, man, I hope that you know, clients don't figure that out at some point, because then I'm going to be out of out of work, right? Because the fundamentals really are not rocket science. The fundamentals really are simple. And it continues to amaze me how sometimes there is such a challenge to get back to those simplicity. And in some cases, because you're removing layers and layers of complexity to get to that simplicity. But something you said resonated with me, and that was the memorable moments delivered in a human way. And why is it that the humanities seems so removed from our experiences today? What, what it shouldn't be, that being human is memorable? And yet it is? Why do you think that's the case?

Gavin Scott: 13:50

I mean, I don't know when you think about what happens, you know, in the CX world, often people might have to focus a bit too much on productivity, and they might not get the balance, right, when it comes to, you know, focusing on quality and quantity. And so often customers might feel as the being just churned through a system, they might hear the same sort of questions, you know, on a regular basis and often guess, and assume they know what the answer might be, and therefore deliver an incorrect solution. And listen, you know, when it comes to the stuff that we do in the CX world, you know, it's a hard task, it's a hard job. But I think those who are successful just have the ability to, you know, press the reset button, shake things off, change the physiology, and then go okay, right, this next question, this next customer, sorry, this is the first time they spoke to us. Yeah. So let's let's make it happen for them.

Rick Denton: 14:54

That is, that is an absolutely brilliant point because talking about it conceptually at a customer experience, customer service layer is one thing, but helping the humans themselves, the individual, the frontline, the most valuable person in that customer relationship, be able to do that with the surrounding tools, the systems, the processes, the simple encouragement and engagement to help them do exactly what you described and that as customer next, okay, whatever happened past customer Next, I'm going to pivot us here a little bit Oh, sorry, no, go ahead.

Gavin Scott: 15:23

And if you think about it, you know, sometimes the number of systems that people have open at the same time, when they when they're speaking to customers, you know, there's a lot of stuff going on. And so that can be easily distracted, and therefore they lose that they lose that element of being present. And miss miss out on some of the gold dust that comes in a conversation, often step over it, or not even hear it. So it's not an easy job.

Rick Denton: 15:50

Boy, that is that is very, very true. When you hear and experience and watch and sit do a side by side see people toggling through 14 different systems to address a customer. How on earth can we expect them to deliver that gold dust if it's not simple for them? Now, I am going to pivot us here because we do like talking about travel here on cx password. I know it has provided a source of memorable moments for me, I imagine it has done the same for you. So I'm curious, how have your travels, created an error? How have you discovered those memorable moments? And how has that inspired your approach to customer experience?

Gavin Scott: 16:22

I mean, if I if I think about the warm welcome. We talked about this before, probably the best warm welcome that I ever, ever experienced while traveling, Rick was when we went on our honeymoon. And you know, back in 2005, to Sharm El Sheikh in Egypt. Right. And, you know, you we got off that plane there. And it was like someone was stood there. With a with a hairdryer blowing hot air into my face. It was so hot. I was like, wow, this is how this is hot. And we went to the our chosen complex where we were staying for two week period. And when we arrived, we noticed that there was a band at the front reception. And we thought Hello, what are these guys and girls doing? And as soon as my wife opened the car door by they started to play here comes the bride. Oh, and my wife, he should have stopped in their tracks that she was about to get out of the car. And she looked at me and she went, well done love. Well. I was sitting there going, Oh, my God, I know nothing about this. You know what? I'm gonna have to take this one, you know? Yeah. And we walked in and you know, it was like my wife was smiling from ear to ear. We got to the front reception lady stood there, you know, looking beautiful. And she says, Mr. Mrs. Scott, Congratulations on your wedding day and welcome. It was there. It's called Welcome to the Ritz Carlton, Sharm El Sheikh. And within 60 seconds of arriving, Rick, you know, I thought to myself, this is the best decision that we've made.

Rick Denton: 18:02

Well, Gavin, you've had some, some great travels there. But let's take a little change of pace. If you're going down to Egypt or anywhere else in the world, sometimes nice to take a little break. I would love for you to join me here in the first class lounge. We'll move quickly here and hopefully have some fun. Now the answer this first question you may have already answered, but I'm curious, a dream travel location from your past.

Gavin Scott: 18:23

So for me, a dream travel location from my past is got to be France. We love going there with the kids. The kids love it. The culture, the food, the sun, the wine every now and again, Rick. You know, and even when we bought we buy a bottle of wine in the UK now we often joke and I say this one straight from the vineyard. The kids love it. The kids love it.

Rick Denton: 18:49

I am very jealous of my European friends and colleagues, that you could legitimately just take a train and be in France or a quick flight to us. It's a journey of a lifetime, but I'm certainly jealous of some of the things that you'll have those dream travel locations. What uh, what about the future? What's a dream travel location you've not been to yet?

Gavin Scott: 19:07

Well, do you know what we booked trip to Thailand? Okay. Is it? Is it Koy samu or Koy sama? I can't even say the name of it. I mean, it was a small island of Thailand. I think it's called Koh Samui or something like that,

Rick Denton: 19:22

right? Koh Samui. Yeah, that's one of them's it. Yeah, yes.

Gavin Scott: 19:25

We booked a trip right to go there. And, and then, and then my wife got pregnant, right? And we realized, which was, which was a wonderful thing, right. But we realized that we were going to be heading across there when she was going to be heavily pregnant. And so we had to cancel. And, of course, yes, the kids have arrived. And we've not been able to go to there just yet. But that's got to be a dream location that we want to get back involved with and go there one day

Rick Denton: 19:54

when you get there. Absolutely. Thailand is one of my favorite places in the world. I've had some family members who have lived there for people of time it is certainly some of the best eating and Koh Samui is one of the most beautiful places I've been and so definitely get there get that on your plans book that trip get out there soon. I mentioned eating it is one of my favorite places to eat but what is a favorite thing for you to eat

Gavin Scott: 20:16

you know I'm I'm someone who pretty much eat anything but one of the key things that we do enjoy having with the family is is a curry on a Saturday night the kids like the korma mom and dad we have the chicken tikka masala but but we love having that with a bit of naan breads and poppadoms and some some some little side plates as well. So curry is going to be the favorite at the moment. But yeah, we certainly we certainly enjoy every one of those together

Rick Denton: 20:48

as a fan of it. And I love how you're you're raising global eaters as well and your kids that they're getting to enjoy the globe. But in that that vein, what is something that your parents forced you to eat, but you hate it as a kid?

Gavin Scott: 21:00

There wasn't many things I would turn my nose or Pat Okay, if we're gonna push me I'll probably say that back in the day. I didn't enjoy bread and butter pudding. Right? Bread and butter pudding whether you whether you've heard what that is it's a pudding with with bread in and it just didn't make sense to me it's got raisins in it's got other bits and bobs but it just didn't he just I just couldn't get it in my head as to as to why this was a desert and so I didn't really enjoy it back when I was a kid. But I do enjoy having some of it now when I'm a bit older.

Rick Denton: 21:39

It's funny now as described No I've not had bread and butter pudding but as described let's see it's got bread, it's got butter, it's got pudding. Those are three things that I'm on board with, but I guess it's the rest and the bits and bobs as you say that are in there. Yeah, yeah. What is now you can't use your phone. But what is one travel item you will not leave home without?

Gavin Scott: 21:59

Well this is this is me being completely vulnerable with you, Rick because I wouldn't leave home without my Johnson's baby lotion. My mum years ago, she said you know if you want to just prying your face up love then just get a bit of Johnson's baby lotion put on your face, you know, and it makes you look a lot brighter. And that was when I was about 12. And now every day Rick if I don't put my Johnson's baby lotion on my face has cracks up so so there you go. There's one for everyone that What's he doing with Johnson's baby lotion? But you know what, I love it and it's good stuff.

Rick Denton: 22:42

All right, Gavin. Let's go back to those memorable moments that we were talking about before the first class lounge, you provided a memorable moment when I was a guest on your brilliant podcast, customer service gold dust now remind listeners, hit pause, go search up customer service gold dust on your favorite podcast site, mash that subscribe button and download button. And then come on back and hear the rest of Gavin's wisdom after you hit play here. But after I was a guest on your your episode, a few weeks later, I got this package, it had your book, it had a gold candy bar and some gold glitter or gold dust. I will never forget that. So what made you decide to create your own surprise and delight moments?

Gavin Scott: 23:23

I think for me, you know, if we, if we operate in the customer experience world and we're experts in that space, then we've got to walk the talk, right, we're gonna we're going to show open and demonstrate some of the key things that are going to create those exceptional customer experiences. And so yeah, that's why I package up the book, I send it out. The The idea came when when I first launched the book, this lady called Julie bales from the the mastermind group I'm a member of she sent me a box of gold dust, right? Okay, it had everything in everything. Everything that was in there had the labeled gold on it. I got like, you know, everything. And I thought that's a great idea. I mean, how can we make that, you know, make that into a box of gold dust for my customers and certainly for my podcast. guests. And so yeah, that's where it came from. And it's just about being congruent in terms of what we do, what we say and some of the actions that we take. I want to make sure that I'm walking the talk and so I'm glad that they hit the mark and yeah, certainly certainly got some good feedback. It's a talk trigger as well. You know, people talk about it. Oh, absolutely. Yeah, yeah.

Rick Denton: 24:39

And that's it. That is the two thoughts that came to mind when I when I saw that one was just how special it was. It made me feel special. It made me feel honored. And I guess a side feeling that I had is, oh, I really need to up my game as a podcaster. So I'm not sure you may be receiving a cx passport package, but maybe sometime in the future I'll catch up with your your brilliant wisdom and and practice. Is there. But that second thing, and I think it's what's attributed to companies as well is, if it's done authentically, if it's if it's perceived as fake or calculated, then I don't think it comes off. But companies that deliver those surprise and delight moments, exactly, that's exactly what happens. And then it's a talking point, I know I went out and shared it on LinkedIn. And I've seen others share this on LinkedIn, and other social media aspects, and it amplifies you your brand, but I can, there's just something about the authenticity with which you did it, that tells me that this wasn't just some marketing ploy, it really was kind of at your heart of the surprise and delight, and then the corporate benefits, if you will come out of that later. And I see companies benefiting from that same thing when they do it, right.

Gavin Scott: 25:40

Yeah, and you've got to make sure you're the complete package. Right? You know, it can't just be seen as a tick in the box approach. And so, you know, certainly, with that, with my guests on my podcast, the whole experience I'd like to think is one that's memorable and easy and effortless for them. And so the, the, the the book that gets sent in the post is just the cherry on on top, or the icing on the cake, whatever they say. So we're we've got to do it in a genuine, sincere and authentic way. And, and not becoming not be sending them and saying, Would you mind sending that putting that on LinkedIn? Or can you do me Do me a post on that? It's just a case of, Okay, this if people do great, if they don't, that's not that's also not an issue as long as they enjoy the gift that's been sent to them?

Rick Denton: 26:28

Well, that's a great point, because I have received things. I've received items, sometimes just a plain order. But it can be something that's perceived as sort of a gift II kind of thing, and it'll have a card inserted in there. share this moment with X, Y, and Z. Well, no, then it feels like oh, now you're manipulating me didn't didn't feel that Gavin, what you did was absolutely brilliant. Now, I, I know I suspect that many of our listeners don't know this about you. But you've had an actually a pretty impactful side career as a soccer or let me be respectful to my guest. Football ref. I'd love to know more about your reffing experience and maybe even explore how that's influenced your approach to customer experience.

Gavin Scott: 27:12

Yeah, so I started refereeing in 2003. And then, and then I stopped in 2012, when we decided to have more kids, I took a break from it, and my kids are a bit older now. And so I've started again, and I love it. And, you know, I just I just like keeping fit, like you record your running, you know, I just want to make sure that I you know, I keep myself active. So they still feel young, and I want to be a good role model for the kids, you know, and so it's important that that looks after himself and stays in shape. But he's certainly you know, if you think about refereeing, you do have a large number of challenging conversations that you have to deal with right?

Rick Denton: 28:00

Are you the master of understatement? That is so English. Let's just very understated series of difficult conversations. I've seen reffing I know how difficult that is. Wow. Right?

Gavin Scott: 28:11

And and even just just this weekend, I mean, this is just hot off the press when I was doing a fixture on Saturday, you know, it was a decent decent fixture, you know, fa appointment. And the the manager wanting to have a conversation with as at the end of the game. Okay. You know, you knew that that wasn't gonna be an easy one. And I said to the the three officials, I said, Listen, when the when that manager comes in, right, we all sit down. Okay? No one stands up. Because if you think about it, Rick, if you stood up, right, and someone's being quite aggressive, and you're face to face, you get more aggressive. Yeah, yeah. But if you if you're quite aggressive and frustrated, and the person you're speaking to is sat down in more of a submissive stance, it just takes the sting out of things. Interesting. Yeah. So I said, Guys, we all sit down, okay. We listen to what's being shared. And we they're going to have high energy. And so we meet them with high energy back, and non confrontational language. And that is going to reduce the intensity of the challenging conversation. And so you know, that's just one example of how I use them in my in my customer experience skills in the refereeing world, just to try and see if I can reduce the intensity of challenging conversation. So high energy back non confrontational language, and that reduces the intensity so we're, gosh,

Rick Denton: 29:34

who would have thought and I don't think we really think of it that way. And that's why I wanted to bring up the reffing thing is how even a world of roughing customer experience customer service and specific tactical approaches to it can have meaningful impact on I guess in that case, you could refer to your customer as the manager of that team. That manager is expecting consistency that manager is expecting fairness the manager is expecting you as a To kind of control and own that game, and to own up to the decisions that you're making throughout that, and so to deliver that in a way that honors them as a customer is a is something I hadn't thought of, maybe there's a whole new business angle for us here. And that is providing customer experience and customer service training to the reefing community. I've seen some examples where some of those folks could benefit from it. But as you know, I've got a son that's in the roofing world. And I respect the heck out of the work that you're doing. It is it's it's brilliant and difficult work for sure.

Gavin Scott: 30:30

No, I certainly is. But I'm sure there's lots of ways that we could link in refereeing with with some of the things that we do in the customer experience will mean if you think about the 17 Laws of the Game, you know, you need to know that as referee. And in customer experience, that's about knowing the process, right? Knowing the procedures, right? If you think about you know, occasionally I'll make a mistake as a referee. And if I argue that the case and claim I didn't make a mistake, that's going to cause more of an issue, I just say, you know what, I got that wrong. I'll make sure that I get the next one, right. And then I wrote off of runoff. And they go, okay, right, fair enough. But that in itself that just saying, you know what made you probably right, got that one wrong. Okay. Yeah, that that that just kills the conversation. There's no more there's no more of a challenging conversation anymore. Is that okay? Right, fair play. Right? And then where you go, and they respect that just being human and being vulnerable and just just put your hands up and say yeah, you know, I've got the one wrong.

Rick Denton: 31:32

Gavin I think I just gave you perhaps either the inspiration or the nugget for your next book. I think I think you've got a roughing and customer service customer experience book in you just needs to come out someday. We are at a time and it makes me sad, but we are out of time. And I have thoroughly enjoyed this conversation Gavin from the beginning talking about the five areas of focus for delivering great customer service, to really understanding how companies can deliver meaningful moments and talk about meaningful moments. I'm still kind of there were a few goosebumps and it wasn't even my honeymoon listening to your story of the Ritz Carlton there in Egypt, which now I want to go book a trip there because of your story. So another reason to create those surprise and delight moments for customers to closing out timeout reffing. Gavin It was great. I enjoyed it. I always enjoy my conversations with you. And I thank you so much for sharing your wisdom. How can people get in touch with you if they want to get in touch with you?

Gavin Scott: 32:25

The best place to get in touch is to hunt me down on LinkedIn. So yet Gavin Scott's on LinkedIn with two T's in Scots. My website is www.gavinscott.me. Nice and simple. Of course, Rick's mentioned the book finding gold dust, the podcast, the customer service gold dust podcast. So there's plenty of opportunities for people to get in touch. So yes, please reach out.

Rick Denton: 32:51

Awesome. And I will put all of that information in the show notes. So check those show notes up, be sure and go over there. Grab his book, have a listen to podcast. I promise you will come away with gold dust. It is Brian. Gavin, thank you so much for the time today. Enjoy the heck out of it. Enjoy the rest of your day.

Gavin Scott: 33:07

Thanks, Rick. And listen, just one final thing is you know, it's great to have a you know, a conversation. It's great to have connected with you, Elaine Lee put us in contact with each other a few months back. And since then I think we've shared plenty of contacts together. So you know it's good to Yeah, it's good to have a positive working relationship. So we're Yeah, thanks for giving me the opportunity to come on today.

Rick Denton: 33:31

Thanks for joining us this week on CX Passport. Make sure to visit our website cxpassport.com where you can hit subscribe so you'll never miss a show. While you're at it, you can check out the rest of the EX4CX website. If you're looking to get real about customer experience, EX4CX is available to help you increase revenue by starting to listen to your customers and create great experiences for every customer every time. Thanks for listening to CX Passport and be sure to tune in for our next episode. Until next time, I'm Rick Denton, and I believe the best meals are served outside and require a passport.