As you know, there’s a special place in my heart for companies who take their culture seriously. I am a great believer of whatever happens on the inside of a company is reflected on the outside, for example, if you look after your people, they will look after your customers and vice versa. An energised and ‘can do’ culture doesn’t just happen, it is dependant on so many elements such as recruitment, processes and systems. However the key element, for me, is leadership. You will only ever achieve great service when you find the right attitudes, behaviours and skills demonstrated and role modelled from the top.