Our training and proven approach to improving employee engagement, increasing customer satisfaction and building better teams is founded on the principle that “Everything you think, feel, say and do is either a service or a disservice to yourself and everyone around you.”

This principle was developed by our founder, Mary Gober – a renowned expert in the field of employee engagement and customer satisfaction. Mary is the creator of the Gober Method and the Mindset, Language and Actions of Service Toolkit, which underpins our training programmes and learning journeys.

We believe that being better service-givers and service-receivers can drive business success.

After years of experience in this field, we wholeheartedly believe that the world spins on service and this is because we, like you, know that service, good or bad, determines the quality of how we live and the quality of how we work. To us at MGI the world spins on service because good service enriches our lives.  We would all say service is important and every organisation claims to put service high on the agenda.

Service propels us toward living how we want to live, having what we want to have and doing what we want to do – poor service, on the other hand frustrates us,  it slows us down and can have very damaging consequences. When we are inhibited and limited by poor or non-existent service, our world can really seem like it is spinning out of control, in the wrong direction, resulting in disappointment and anger, stress, sadness, losing us time, money and opportunity.

We know that in day to day conversations out there in the world, service, particularly bad service, is often discussed. We readily assess the service that we receive and we see good service as a right, an expectation.  Consider and assess the level of service that you are currently receiving from some of your key services. Services like your bank, your doctor, your children’s school, your dentist, a plumber or electrician, your broadband supplier or your mobile phone supplier. From plumbers to pubs, bankers to babysitters, teachers to taxi drivers, from the fire service to your water provider, the post office to your doctor, service touches every aspect of your life.  If those relationships with your key resources are satisfactory then life moves along smoothly and you are much more likely to achieve what you need to achieve.  If service is poor, it is a frustrating and inhibiting to say the least and can hinder your progress – personally and professionally.

To make sure our world spins effectively on service we need to demonstrate two things –

1) that we have the skills to be the best service provider we can be, and

2) that we have the skills to be a better customer.

The end result for everybody will be happier, more successful lives.   The fundamental principle on which all of our work is based is that “everything you think, feel, say and do is either a service or a disservice to yourself and everyone around you”.

That’s why MGI works with organisations around the world to equip their people with the tools and skills that need to make sure everything they think, feel, say and do is a service and not a disservice, when they are interacting with their customers, suppliers and each other.  We know that better service leads to better business and this is why our customers achieve excellent levels of customers satisfaction, employee engagement and financial success.

Find out more about our customer service excellence programmes.

Read our latest articles

Explore our latest blogs, written on topics to help you and your people thrive at work.

Pathway to thriving and success: building your team’s resilience   

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Discover

Mastering three vital customer service skills in frontline financial services 

Working within the financial sector around the world has demonstrated to us at MGI the importance of three key customer service skills for all in the frontline to master. To create positive customer experiences, build trust, and retain customers requires an excellent balance of both people and technical skills and knowledge. Whether it’s handling a […]

Discover

The fundamental people skills needed by managers and leaders  

Effective leadership and management are built on a solid foundation of people skills. Wherever an individual sits in an organisation, the ability to communicate respectfully, take ownership, focus on solutions and contribute positively to the organisation is paramount. These essential skills define how managers lead, inspire and collaborate with others and fostering them will lay […]

Discover

Building optimism as part of your customer service ethos  

Optimism is a fundamental characteristic that shapes how service givers interact with customers, solve problems and contribute to the overall success of an organisation. Optimism fuels a positive outlook, encourages creativity in problem-solving and builds trust with customers. It empowers service givers to approach challenges as opportunities, ensuring that customers always feel heard, valued and […]

Discover

5 ways to improve customer care in your organisation 

Knowing that service-givers in an organisation care about their customers and work diligently to do their best for them is an important factor in delivering service excellence. Therefore, a clear focus on customer care should be at the heart of any organisation. Delivering exceptional service strengthens relationships while boosting customer loyalty and satisfaction. To truly […]

Discover

Empathy in Customer Service: Strategies for handling challenging situations 

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Discover

Pathway to thriving and success: building your team’s resilience   

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Discover

Mastering three vital customer service skills in frontline financial services 

Working within the financial sector around the world has demonstrated to us at MGI the importance of three key customer service skills for all in the frontline to master. To create positive customer experiences, build trust, and retain customers requires an excellent balance of both people and technical skills and knowledge. Whether it’s handling a […]

Discover

The fundamental people skills needed by managers and leaders  

Effective leadership and management are built on a solid foundation of people skills. Wherever an individual sits in an organisation, the ability to communicate respectfully, take ownership, focus on solutions and contribute positively to the organisation is paramount. These essential skills define how managers lead, inspire and collaborate with others and fostering them will lay […]

Discover

Building optimism as part of your customer service ethos  

Optimism is a fundamental characteristic that shapes how service givers interact with customers, solve problems and contribute to the overall success of an organisation. Optimism fuels a positive outlook, encourages creativity in problem-solving and builds trust with customers. It empowers service givers to approach challenges as opportunities, ensuring that customers always feel heard, valued and […]

Discover

5 ways to improve customer care in your organisation 

Knowing that service-givers in an organisation care about their customers and work diligently to do their best for them is an important factor in delivering service excellence. Therefore, a clear focus on customer care should be at the heart of any organisation. Delivering exceptional service strengthens relationships while boosting customer loyalty and satisfaction. To truly […]

Discover

Empathy in Customer Service: Strategies for handling challenging situations 

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Discover

Connect with us

Ready to discover what we can do for you?

Get in touch