Service providers should look at complaints as a way to make their relationship with clients even stronger. Clients are more likely to remain committed if the approach to problem-solving demonstrates the service provider’s sense of responsibility towards their business.

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Passion can propel a business – or an industry – onto an international platform. But if service providers want to be truly successful they must ensure that passion for their client’s business permeates throughout the whole organisation.

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Sky News interview with Simon-Rhind Tutt in Melbourne, Australia. Simon discusses the systems and processes that organisations can use to measure, manage and maximise the potential of business relationships. He explains how looking, finding and benchmarking the commercial ‘X’ Factor can really make a substantial difference.

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