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Approach to Customer Experience  
At Simply Coaching, our approach to customer experience is (unsurprisingly) simple and purposeful. We are, by design, a small business committed to cultivating kindness and compassion in the workplace, creating environments that value diversity and where people can do their best work. Naturally, these beliefs guide how we operate our own organisation. Balancing our clients' needs and our team's wellbeing is at the heart of our customer experience, ensuring we live by the principles we champion. We work a four-day week to protect our relationships and avoid burnout, embrace flexible working, and consciously resist urgency culture. This philosophy ensures we deliver quality, consistency, and care across everything we do.  
 
Our customer experience operates on three levels:  
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1. Relationships with Our Clients  
Our relationships with clients are built on mutual trust and respect. We focus on delivering high-quality coaching services, and our ways of working, quality conversations, feedback, and data collection are all focused on this primary goal. By listening carefully to our clients, we ensure their needs and objectives remain at the heart of everything we do. Excellence in project management supports delivering our coaching services with a clear charter, plan, and approach to onboarding so that everyone understands their role and how to contribute to a successful delivery.
 
What does this look like in practice? 

• We use a project excellence framework to work with our clients to achieve success.  

• We engage in regular client listening sessions, creating opportunities for honest dialogue that helps us continually refine our approach and add value.  

• We offer a range of options to meet client needs, including regular newsletters and opportunities to participate in research, speaking engagements, and other initiatives.
   

2. Relationships with Coachees and Course Participants 
We approach our work believing that everyone has the potential to learn and make positive progress. Guided by the ICF Code of Ethics, we emphasise partnership in all interactions. We consciously challenge 'normal' ways of working, recognising that people are inherently competent, capable, and creative. Our approach is grounded in co-creating the coaching relationship, ensuring it is tailored to meet the diverse needs of the Department's people and teams. By honouring their unique strengths and perspectives, we create a partnership that fosters growth, innovation, and meaningful progress. We pay particular attention to the onboarding process because it allows time to build trust and establish a strong foundation for the work ahead. While it might feel counterintuitive to start slowly, this initial focus on understanding the person and their needs creates a relationship that fosters openness and builds trust and commitment to the coaching contract. We start slowly so that we can work together more quickly later.  

What does this look like in practice? 

• A co-designed onboarding experience involves a consultation conversation, a coaching contract, choices and flexible options about how the coaching might work best for the participant and the Department, and sharing resources steadily to build engagement.  

• We use feedback and data collection mechanisms throughout our projects to gather feedback, track progress, and adapt our approach.  
   

3. Relationships with Our People
Our team is at the core of our ability to deliver high-quality coaching services. We avoid aggressive growth targets, instead prioritising existing clients to ensure quality and consistency. We do not require our coaches to "sell," allowing them to focus entirely on their work. Acknowledging the emotional nature of our work, we prioritise the wellbeing of our team by providing supervision, a four-day workweek, regular feedback, and fair remuneration. These measures reflect our commitment to creating an environment where our people can thrive and do their best work for our clients.
 
What does this mean in practice?  

• We provide access to supervision and regular feedback to support our team's professional development and emotional wellbeing.  

• We prioritise work-life balance with a four-day workweek, ensuring our team has the time and energy to perform at their best.  

• We foster a supportive culture that values fairness, offering competitive pay, ongoing feedback, and flexibility, such as remote working and customised schedules.  

Together, these practices enable us to consistently deliver great work while staying true to our values.