March has been a whirlwind of activity, learning, and a fair bit of unexpected airport drama! Here’s what we’ve been up to…
CX Lab: Tackling the Thorny Issue of Persistent Complainants
Our CX Lab on 18th March was an absolute corker! A fantastic turnout, brilliant discussions, and glowing feedback from attendees, safe to say, the session hit the mark.
Jo was positively buzzing to delve into the ever-challenging topic of persistent complainants (someone has to do it!). This free session, hosted by Big Picture Training at the YMCA in Milton Keynes, ensured that the cost of catering and room hire fed back into the sector, literally.
We were joined by representatives from 10 social housing providers, alongside expert insights from:
💡 Ian Hembrow & Siân Humphreys – keeping the discussions on track
💡 Graham Norris – mediation guru
💡 Graham Norris (yes, twice!) – offering a business psychologist/futurist perspective
💡 Lizzie Spring 🎗️ – bringing a wealth of experience from both the voluntary/community sector and a tenant’s perspective
A huge thank you to everyone who joined and contributed, we can’t wait for the next one!
Big Picture Training x DISH – Let’s Talk KIM!
We’re thrilled to be partnering with Data in Social Housing (DISH) on Social Housing KIM (Knowledge and Information Management).
To get things rolling, we launched a survey, because the more insights we gather, the better! Complete the confidential survey here: 🔗 https://socialhousing.kim/.
The Housing Ombudsman identified KIM as crucial to improving service provision, but many housing providers are finding benchmarking a challenge. Let’s fix that together, knowledge is power, after all!
Jo’s Saturday Morning Top Tips – Keep Them Coming!
We’re absolutely loving Jo’s Saturday Morning Top Tips, little nuggets of wisdom to keep us all learning. Keep them coming, Jo! After all, every day’s a school day.
Heathrow Drama: Jo’s Unexpected Adventure
Jo’s travel plans to Australia were thrown into chaos thanks to a bit of Heathrow havoc. But, being Jo, she turned it into an opportunity to reflect on the teams working tirelessly to sort things out for the many stranded passengers.
Glad you made it safe, Jo, we already miss you back in the UK!
Customer Experience Masterclass – A Brilliant Day with Disruptive Innovators Network
We were absolutely delighted to lead the Customer Experience Masterclass for Disruptive Innovators Network, expertly hosted by Emma Chandler BSc/PgDip/CIPD from Choose to Grow.
An incredibly engaged group joined us to explore key themes for elevating customer experience, including:
✨ Challenging complacency
✨ Building resilience
✨ Driving autonomy, competence, and relatedness (essential for both employee engagement and customer satisfaction!)
A huge thank you to everyone who contributed so openly, so many great discussions, ideas, and takeaways!
Training Highlights from March
👥 Jo ran a fantastic session on Having Difficult Conversations at Papworth Trust.
🎓 Vicky was in Dewsbury, gearing up for the final stretch of our Customer Service – Making a Difference training with Connect Housing. A truly rewarding experience, with plenty of laughs, deep reflections, lightbulb moments, and shared best practice. She even walked away with a portrait, on a hat!
🔥 And let’s not forget our very own Sheryl, who’s been absolutely flat out this month! From delivering an action-packed Tenancy Management programme with CHL to leading insightful sessions on routine inspections with SGCH, she’s been bringing her signature energy and expertise to every room she steps into. No rest for the wicked, eh? 🚀
Team Huddle – Bonding, Banter & Big Plans
This month, the Big Picture Training team gathered for a much-needed group huddle, where we welcomed new faces and got to know each other a little better, helped along by a (slightly competitive) game of Two Truths and a Lie.
Of course, Jo had a massive advantage, knowing us all far too well and guessing every single one correctly. Next time, we’ll have to up our game to trip her up!
Beyond the fun and games, we celebrated major achievements since Christmas, including new proposals and client acquisitions, and set our sights on the future, especially the exciting development of public programmes in Australia and the UK.
A brilliant session filled with laughter, team spirit, and inspiration, here’s to more of the same! 🚀
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