About this episode

Will Tarrant discusses the importance of human response in customer service and the challenges organizations face in delivering on their brand promises.

What makes great service? It’s one of those things we instantly recognise when we experience it, but struggle to define. And while organisations spend huge amounts of time trying to design seamless customer experiences, the reality is that service doesn’t happen in strategy documents or training manuals. It happens in real time, between real people, in messy and unpredictable situations where eventually the playbook runs out. Episode Overview In this episode, Christian is joined by Will Tarrant, CEO of Freeman Group , who focus on helping organisations close the gap between what they promise customers and what actually gets delivered in reality. Drawing on decades of experience across hospitality, aviation, healthcare and destinations, Will explains why compliance-based training can sometimes increase hidden risk, why empowerment without judgment can quickly become chaos, and why the real differentiator in service is rarely the process itself — it’s the human response when something unexpected happens. Along the way, the conversation explores: Why “making people feel a certain way” is the real job in hospitality The hidden risks created by over-reliance on scripts and SOPs Why…

People in this episode

Host: Christian

Guest: Will Tarrant

Topics covered

• customer service
• brand promise
• human response
• hospitality
• risk management

Mentioned in this episode

Organizations: Freeman Group

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