About Me

I have spent my entire career in a customer service capacity.  In the early days I was a front-line employee, interacting with customers and honing my skills in a variety of roles and venues. 

I genuinely like people and quickly developed good instincts about what drives behaviour. I learned early on how to "read" people and anticipate their business needs.  By identifying how to consistently meet those needs in a way that was meaningful for the customer, I was able to establish a foundation of trust and customers like to buy products and services from people / companies they trust. 

I am proud to have been part of some fantastic organizations that make their service delivery a top priority.  Being empowered and encouraged to focus on keeping customers happy meant that I could continue to raise the bar for myself and my teams in our delivery of outstanding service.  This need to keep setting higher standards and pushing myself to really "wow" my customers was one of the primary motivators behind my decision to launch Customer First Consulting. 

I have spent thousands of hours perfecting the art of service excellence and after hearing numerous stories of customer service gone wrong and being on the receiving end of disappointing and frustrating service, I knew that these companies could do better. 

I decided to leverage my skills and expertise and work with companies to help them understand what they're doing well and where they are missing the mark.  Having spent a significant amount of time in some of the largest sectors of the Service Industry, I have gained invaluable hands-on experience and understand the unique opportunities and challenges that many of these companies experience. 

Most organizations understand that they need to keep their customers happy, they simply don't know what to do.  I help companies by designing a customized strategic plan to properly engage their customers and convert them from occasional visitors to loyal, repeat customers.