Dear Vicky,

Just a few words of feedback from our “CARE…I CAN” course held on 19 and 20 March 2001.

Participants flocked to my office raving about this exceptional course. Your phenomenal energy has inspired our team to take ownership of their lives and circumstances. By assuming responsibility for the choices that they make in life, we have no more victims, just synergized, highly motivated leaders, who model the way in all aspects of their personal and professional lives!

Management have reported increased productivity, staff that are willing to be held accountable and a deep sense of fulfillment.

By inspiring a shared vision through our company culture and philosophy, this dynamic programme has created a new value system embracing the qualities of integrity, positive attitude, personal responsibility and excellence.

Vicky, many thanks for touching and encouraging the hearts of our staff. We look forward to putting all our permanent as well as core contract staff through “I CARE…I CAN”.

Once again thank you for your potent impact.

Dear Vicky,

I am delighted and overwhelmed by the amazing change in attitude we have had in Steers after “I CARE…I CAN”. It has created the context to launch our change programme that will entrench the Steers purpose and values.

All crew members are talking about having a powerful awareness of purpose and meaning in their work, home and social lives.

Thank you for the wonderful and inspiring energy that you bring to “I CARE…I CAN”!

Dear Vicky and Valerie,

Chris Lourrens, the General Manager, was sitting in my office the other day ‘shooting the breeze’. Amongst other things, we were talking about the close, almost familial relationships which now exist between each of us here, and how this type of closeness is often not fully understood by ‘outsiders’.

After all he said, “we go around hugging each other!!!”

Now I remember a time when we weren’t that close and so whom must I attribute this physical camaraderie? To Vicky, of course and the wonderful ‘I CARE….I CAN’ programme.

I’ve read each of the feedback reports you’ve sent me and discussed with numerous people their feelings about the programme, and can honestly say that, without exception, every participant was touched in a unique way. There is an almost tangible electricity throughout the store and friendliness and caring that people are not afraid to show or speak about. “ I CARE…I CAN” has become a buzz phrase for us whenever there is a challenge to confront or a problem to solve.

I am personally delighted at the effect the programme has had on each one of us and the synergistic effect we can see on the standard of customer service in the store. This is backed by some amazing statistics. For example, in the month of July, our customers told us, through our regular in store survey that over 93% of those surveyed thought that the standard of service was worth smiling about; only 2% thought that we botched it up; and the rest thought we did okay. This compared with figures in May (before the programme started) of 81%, 13% and 6% respectively. It remains for us to sustain this momentum, but we have plans for that as you know.

Thank you Vicky and Valerie for offering this programme to us. If asked, I would recommend that Companies run the programme in the way we did, if at all possible – the immediate gains make it a worthwhile investment.

Please stay in touch, I may have run out of budget for the time being, but wondrous things happen, as you well know.

Victor Newstead
Norwich Life

Being a financial services company, it is important for our administrative staff to portray a caring and concerned attitude towards our customers. This is particularly pertinent in our recently established call centre.

Since running the “I CARE…I CAN” programme we have received many compliments from our customers regarding the enthusiastic and caring manner in which their queries have been handled.

Furthermore, our staff have also expressed the impact made by the programme on their personal lives, outside of the business environment. It appears that Vicky has struck the right combination of corporate and personal introspection and relationship building in this course. As a result our company and our staff are reaping the benefit of the changing attitudes, brought about by the I CARE…I CAN” programme.

We look forward to discussing further opportunities to run similar programmes in the near future.