A Service Leader with a Clear Mission

‍

Gavin Scott has built a career around one core belief: that great conversations create great outcomes. As a customer service expert, he helps employees develop the confidence and skills to connect with their customers in meaningful ways. His work spans keynote speaking, online learning and hands-on workshops, equipping teams from brands like BMW and Cinch to transform everyday interactions into exceptional experiences.

‍

As the bestselling author of Finding Gold Dust: How to Create Exceptional Customer Experiences Gavin has shaped a reputation rooted in practical insight, real-world stories and measurable impact, all of which he distils with clarity and energy throughout his book.

‍

Before the Book: A Vision Interrupted by Change

‍

Before 2020, Gavin was steadily raising his profile through live speaking engagements. He was working towards his bold ambition of becoming the Vidal Sassoon of customer service, a name that signified expertise and authority. When the pandemic shut down events, he lost his main platform overnight. Still working closely with clients, he continued highlighting the critical gap he saw across industries: heavy investment in acquiring customers but not nearly enough in keeping them.

‍

“Companies spend a huge amount of money getting great customers on board, but if they don’t provide great service, they’ve got a big gaping hole in their keep net. I wanted to help them look at complaints differently and see them as opportunities rather than frustrations. Addressing a single complaint can positively impact many others, because most customers never say a word; they simply disappear.”

‍

His work with Cinch later proved the impact of this mindset, with their Trustpilot reviews rising from none to thousands after his training for their delivery drivers.

‍

The Turning Point: A New Path to Visibility

‍

With speaking on hold and no conferences, workshops or networking, Gavin knew he needed another way to build authority. His first conversation with Georgia Kirke, Founder of Write Business Results, opened a new pathway. The books, blogs and podcast model provided a structured way to keep sharing his message at scale and in a style that felt authentic to him.

‍

“One of my goals was getting out there to speak to as many people as possible, but of course, that stopped in March 2020. I started asking myself how I could increase my profile without being able to network or speak face-to-face. When Georgia talked me through the books, blogs and podcasts approach, I knew it would help me stay on track with becoming the Vidal Sassoon of customer service.”

‍

This marked the beginning of a new chapter built on consistency, clarity and content-driven authority.

‍

The Creation Journey: Building a Book from Years of Experience

‍

Gavin had spent years keeping meticulous notes on the stories he used in training sessions. With more than forty stories ready to shape into chapters, the book began to take form quickly. Weekly sessions with the WBR team helped him talk through each piece of content and build a structure that felt natural and true to his voice.

‍

“I had 40 or 50 different stories, and it was simply a case of taking each one and building a chapter. In six and a half weeks from a standing start, we had the first draft done, which still amazes me. The recording sessions were simple and easy because we took it step by step, two to four chapters at a time.”

‍

The final step was naming the book. When his designer pointed out how often he used the term “Gold Dust”, the title became obvious, perfectly capturing the theme of finding value in everyday service interactions.

‍

The Results & Impact: Authority That Opens Doors

‍

The book and podcast transformed how prospective clients engaged with Gavin. They arrived already familiar with his work and already convinced of his credibility. His diary filled with twelve- and eighteen-month programmes, keynote requests and ongoing event bookings. The combination of book, podcast and content became a powerful trust-builder before he ever entered a room.

‍

“There are two questions clients ask themselves before they buy: is this person credible, and do I trust them? Because I’ve got the book out there and the podcasts out there, straight away it’s two ticks in the box. I’m busier now than I ever have been, and the business is profitable, which shows the impact this content has had.”

‍

Alongside commercial growth, Gavin describes a heightened sense of purpose, doing work he loves, with clients who value the difference he makes.

‍

The Legacy & Future Vision: A Voice Shaping the Industry

‍

Today, Gavin is recognised as a trusted authority in customer experience. Organisations reach out not just for training but for guidance on building cultures where service feels simple, human and consistent. His long-term vision remains ambitious: to be the person people think of first when they think about elevating service.

‍

“My sense of purpose is that I’m helping people have great conversations with their customers. Doing that every day is what gets me out of bed in the morning and keeps me feeling energised. I enjoy the work, I enjoy the impact, and that’s what drives me.”

‍

His message continues to grow through his book, podcast and ongoing content.

‍

The WBR Experience: A Supportive Partnership That Captured His Voice

‍

Looking back, Gavin credits the Write Business Results team for transforming a large project into a collaborative and enjoyable process. The combination of structure, creative thinking and attention to detail helped turn his stories into a cohesive manuscript that truly sounded like him.

‍

“I didn’t have the knowledge or expertise to produce what the team produced, but they absolutely captured my tone of voice. The amount of people who said it felt like I was talking to them in the room was brilliant. That was exactly what I wanted, and it was definitely achieved.”

‍

The experience strengthened his authority and gave him a scalable platform for sharing his message.

‍

Ready to Share Your Own Expertise?

‍

If you have insights, expertise or a message that deserves a wider audience, Write Business Results can help you turn it into a compelling book that builds authority, visibility and long-term impact. Book a discovery call to get started.

‍