Steve Simpson

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Steve Simpson
Creator of 'UGRs (Unwritten Ground Rules concept)

Culture, service and the bottom line



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Dynamic international speaker and author, Steve Simpson, has a distinct and powerful message. Audiences in Australia, New Zealand, Singapore, Malaysia, India, South Africa, the UK and the US have profited from Steve's unique insights that help create a culture of service.

Rated in the top 10 speakers at the World Conference on Customer Service Management in Orlando, Florida in November 2000 - the world's largest customer service event - Steve was the only Australian featuring at the 2002 World Conference.

Steve has created the concept called 'UGRsŪ' (Unwritten Ground Rules), which enables people to understand and manage their culture. This powerful concept has grabbed the attention of businesses worldwide - as it provides a truly unique approach to improving culture, service and bottom line performance.

Steve's presentations are in high demand. He has recently featured at the Australian Marketing Institute Conference on the Gold Coast, the Annual US SOCAP Conference in New Orleans, and the 5 Star Customer Management Conference in Edinburgh. In addition, Steve has recently spoken at the European Conference on Customer Service Management in London and is booked to speak at the North American Conference on Customer Management.

Topics

• UGRsŪ - Transforming Corporate Culture
• Discretionary Service
• Seven Tools to Get Inside the Customer's Mind
• Revolutionising Service from the Inside Out

Testimonials

I've seen a lot of presenters at a lot of conferences - but few with the skills, the humour and the engaging cheek of Steve Simpson.
Phillip Adams, AO
Broadcaster, writer and film-maker

I have no hesitation in ranking Steve Simpson as one of the best public speakers that I have ever encountered. His recent presentation on "Unwritten Ground Rules" at the Australian Institute of Building Surveyor's state conference was nothing short of excellent. His content was easy to understand, relevant and at times humorous. Further, his presentation skills kept the audience completely captivated and focused on the message being conveyed for the whole hour.
I certainly hope that I get to experience another one of Steve's presentations in the not too distant future.
Andrew Ginbey
City of Mandurah, Western Australia

Steve would have to be one of the most energetic and motivational speakers I have encountered. Not only is his subject matter relevant, delightfully insightful, incredibly well researched and fresh, his delivery is second to none. I can't wait to start working on our own UGRs. Thanks Steve.
Tim Bowen
State Customer Service Manager
TOLL IPEC

I attended a seminar recently at the Perth Concert Hall. One of the principal speakers was Steve Simpson whose presentation I considered to be one of the best that I have ever seen not only in Australia but around the world. I have no hesitation in saying that Steve Simpson is one of the best in the business. He is so impressive. I commend him highly.
Judge John Gotjamanos
Western Australia

What an inspiration! I am already preparing a presentation for my Management Team to introduce them to some of your ideas with serious revolution in mind. Your seminar yesterday was insightful, well researched and very relevant in content. I applaud your enthusiastic presentation and thoughtful construction of ideas which expressed your genuine belief in what I view as an enlightened approach to the cultures of organisations and their effects on customer service. In studying psychology and organisational development for over 6 years and with management experience in several industries, I have been exposed to many theories and methods of approaching this topic and some I have applied enthusiastically but with mixed results.
I have a library of idealistic theories and systems that are either too costly or complicated to apply. I believe you have developed a realistic, effective and practical approach that has me truly believing we can do it and make a difference!
Cathy Carr
Divisional Manager
Draeger Safety Pacific Pty Ltd

I had the great pleasure of attending one of Steve's presentations last week at the European Customer Management Conference in London - I am so pleased that I chose his session. The UGRs concept has given me the key I have been searching for....the concept is simple, practical and engaging/humorous - it will certainly support me in driving the behavioural changes we seek. Steve was inspirational and of course the content of his talk was extremely thought provoking.... Thank you so much Steve you are certainly on my wave length...
Karen E Berry
Halifax Bank of Scotland

At this year's HDI Conference in Las Vegas, I had the opportunity to attend Steve Simpson's workshop on "Unwritten Ground Rules." His presentation was a highlight of the conference. Steve's sense of humour, credibility, and subject matter gave me pages of notes to use in my own consulting and training. I would recommend Steve to anyone who needs to better understand the complicated, vital, and often-misunderstood world of corporate culture.
Jeff Selby
Customer Relations Director
Kuni BMW-Cadillac-Saab

You've renewed my enthusiasm and I can't wait to get back to implement many of the suggestions made at the seminar. You have a unique speaking style, which I thoroughly enjoyed. You involve the audience and made us believe anything is possible and that we can each make a huge difference in our own way. You're clearly passionate about your subject and your enjoyment is palpable. Thanks for sharing that with us.
Julie Kyriacou
Latrobe City Council

I have been exposed to a large number of speakers on a wide range of customer service/management topics. Steve Simpson is a motivating, energetic, knowledgeable speaker who provided a very different slant on the usual topics with his UGR concept. I thoroughly enjoyed his presentation and have begun to focus on instilling positive UGRs with my team. Thanks Steve for an opportunity to re-energise and refresh my own approach.
Michelle Gaskell
Ansell, USA

I was really impressed by your ability to command the audience's attention with humour as well as a profound knowledge of your subject. The concept of unwritten ground rules came alive with your examples and will remain as a key ingredient in all my work on company cultures.
Tone Mosely
Chief Executive, Service Excellence Study Tours, UK

Congratulations and thanks for an excellent presentation. I have attended many Customer Service type conferences - your presentation gave the subject plenty of humour, passion, experiences, knowledge and "The Journey Ahead". You kept your audience focused and engaged for the entire presentation. Very few speakers have those talents. I look forward to your next Conference.
Gerard Moran
Manager Customer Services
Boral Plasterboard

More Information

See Steve in action in this short video clip

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