Steve Simpson

• At our meetings it isn’t worth complaining as we know nothing will get done.
• The only time anyone had spoken to by the boss is when something is wrong.

It’s the UGRs in an organisation that constitute its culture.

Created by Steve Simpson, the UGRs concept has been developed to a point where organisations can use UGRs as a powerful tool for culture change.

In this presentation, Steve shares world-first research into UGRs, shows how UGRs drive people’s behaviours, how they are created, and most importantly, what can be done to shift counter-productive UGRs to create a culture in sync with the organisation’s strategic direction

This presentation by Steve Simpson can change all that.

The notion of Discretionary Service is linked to employee engagement to show why so many organisations are unable to deliver on service promises. Finally, Steve shares remarkable insights into what really drives customer loyalty – and here’s a hint – it’s NOT customer satisfaction! But it does link back to Discretionary Service.

After introducing his concept of unwritten ground rules (UGRs) Steve shows how to unearth the prevailing UGRs linked to those aspects of the culture most critical to the organisation’s future success.

Most importantly Steve shares with leaders specific actions they can take to shift the culture (and UGRs) to drive the organisation’s strategic direction.

Steve draws on his practical experiences with clients including McLaren Automotive in the UK, Kmart Australia and NZ, and Toyota Australia.

The audience response resulted in him being invited back to feature at the World Conference the following year, along with invitations to speak at the European Conference on Customer Management, the North American Conference on Customer Management, and the Five-Star Customer Management Conference in Edinburgh (three times in four years!).

Steve shows how the very best of customer service training won’t last if the culture isn’t right. He shows how unwritten ground rules (UGRs) impact on culture and most importantly, shares insights into what can be done to transform the UGRs and consequently, to transform service.

If you want a completely new angle on safety, and practical tips on what can be done to garner ownership and lock-in a safety culture, then this is a presentation you need to hear.

The concept of unwritten ground rule (UGRs) has enormous application in organisations where safety is an issue – yet remarkably has been focused on by very few organisations.

It’s in this context that Steve creates a new angle on change management in his presentation. Often people pay lip service to the idea that the culture must be right for change to occur. They pay lip service to this because they are unsure about how to change the prevailing culture.

That’s where Steve helps create clarity. He introduces the UGRs concept, shows how UGRs prevent change, and gives practical guidance on what leaders can do shift the UGRs, and the culture to be more receptive to change.

This angle is guaranteed to be new and different!