If you've actually got to this point, then thank you. I think we've gone through a lot. We've covered a whole range of different things. I mean, everything from, you know, what is why service, and is not what you necessarily think it is and how being brilliant at the basics is really fundamental to being able to build up to wiring your customers. But also underpinning all that is how the little things matter. And how we've got to work hard to identify not necessarily the things that we think is wrong, but also the things that are the grit, the annoyances, the irritations that exists in our service or an experience.

And also this this idea that not everybody complains. And sometimes, in fact, many of us if not most of us were silent complainers a lot of the time and actually, that we should look for those silent complaints, because they are opportunities for us to improve but also about when Have a formal complaint comes along that it can be an opportunity. And we should see it as an opportunity rather than get objects up and get into fight mode. Because if somebody's taken the time and the energy to tell us how upset they are, then why don't we do them a good act with good grace and do them that they're given the opportunity to talk to us and explain to them to explain to us kind of what went wrong and why went wrong. So we can have enough we can embrace the opportunity to fix it.

But then we thought we talked then more about why customers can leave and what we can do to respond to that and, you know, to build our awareness about what matters to customers, what matters to us, and how we can also kind of build on that by thinking about the feedback process, and how we can get use that to get a better understanding of customers and where we want to improve But to do it in a way that makes it easy for customers, and not complicated and hard and long and time consuming, and all these different sort of things. And then we can then we moved on. And we talked about referrals and how sometimes generating referrals can be as simple as something our mums taught us when we were kids that we just have to ask, in order to receive, because in reality, we're not always front of mind for our customers.

And sometimes we have to remind them about some of the great work that they were doing, and ask for the referrals. And within all of that, that all kind of builds into this, this whole idea about the sort of relationships that we have with our customers. And I shared some ideas around some of the additional things that we can think about, that can help us further develop the relationships that we have in the customers. And then we started it's towards the end. We start to wrap that all together. Thinking about the overall cost My journey and trying to map that customer journey and trying to bring it all together, looking at things from the outside in, but then also they're looking at the service that we produce and thinking about things from an outside an inside out perspective, rather than we think about how we match those and where they where the gaps exist, and then what we can do to try and improve our service and our experience.

And then finally, but just as importantly, we also kind of then looked at, hi, the role of the leader, and the manager and this whole process, but Hi, they are there to help and enable their teams to deliver the best service and the best experience that they can to do the best job that they can is of crucial importance in this whole mix. So what so I just want to say first of all, I want to say thank you for being coming along on the journey. Kind of with me. And that's the final thing is to say that I've put some other kind of links in below this video that you might be interested in. But we've also taken all of the exercises and our work to into this one final kind of project. So if you haven't been doing the exercises as we've been going through, what we've done is we produce a worksheet which brings puts all the worksheets together in one sort of project sheet, which can be your place where you start working on building, designing and delivering a great service or great experience to your customers.

But thank you for coming along on the journey with me. This bits a bit of a postscript but if you've forgotten, it is from a book so do buy the book