Client Success Stories

“Paul has really added value to our organisation, setting up new structures and reviewing existing processes. He has highlighted the gaps, collaborated well and given feedback every step of the way, helping us push the business forward.”

“Paul has been helping me improve my estimating, scheduling, and tracking to create bigger margins and improve productivity. He clearly relates project delivery performance to business financials.”

“I’ve now been working with Paul of Rostone Operations for the last 11 months. Rostone Operations’ holistic approach has improved every area of our business, encompassing finance, marketing, website optimisation, sales strategies, and customer service, while also creating a positive mindset geared towards enhancing our business value and profitability.

The impact has been profound. Our April performance shattered all previous records, achieving unprecedented success halfway through the month. A pivotal moment was our introduction to Talk Insight Conversation Intelligence, which provided invaluable insights into the dynamics of our sales and service interactions, reshaping our approach on the phone.

With clear goals established and a comprehensive execution plan in place, we now feel empowered and focused on achieving our objectives. Most importantly, this approach has instilled a sense of control and flow in our operations, eliminating any sense of overwhelm. It’s a true testament to its effectiveness and adaptability.

I wholeheartedly recommend Rostone Operations to anyone seeking to improve their business performance. The support is delivered in an engaging and stress-free manner.”

“We worked with Paul for over 12 months and I was very pleased with the results. I have to say I was a little sceptical about what he might achieve at the beginning, having always been proud of the customer service we provide and working hard with the team over the years to improve their engagement on the phone and face-to-face. I needn’t have worried, however, as Paul has been more than effective at suggesting improvements and helping the team be even better.

We originally asked Paul to work with us on improving our engagement over the phone and he has generated great results. I have been most impressed, however, by the breadth of other support that Paul was able to provide, including improving how team members interact and engage via email, face-to-face and in their relationships at the office, as well as providing coaching for me and the senior team.

He is very “hands-on” and provides one-to-one coaching as part of the package and has worked hard to build relationships with the team so they are able to try out new ideas in a safe environment.

Having been a little sceptical I am now very confident that the team interact so much better with our customers and I have been pleasantly surprised at the results and would highly recommend Paul to anyone running a business where personal interaction with customers is important and where they want to improve that engagement in a meaningful and effective way.”

“I highly recommend Working with Paul. Working with Paul led to tangible results for our team. By implementing a service structure Paul helped us to achieve more sales and helped us to better organise our business operation. So much knowledge is out there but so little of it is effectively implemented as a practice and a habit. Working with Paul ensures that not only do you learn great sales and service techniques but they become implemented by the team on a permanent basis.

Working with Paul was always a fun and positive experience.”

“It’s early days, but the programme is delivering; we are closing more business, getting more enquiries and the staff are feeling more in control. Crucially the programme is delivering more revenue, and I feel more able to expand the team now. The Rightmove Hub shows we’ve outperformed the rest of the group, our competitors and grown our market share.”

“As a coach Paul has a wonderful style which is very relaxed and gentle, direct and forward moving. Paul created a safe space for me to raise some really difficult issues, and challenged my thinking guiding me to action.”

“On seeing Rostone my first thoughts were that it would be invaluable… I would stand by that view.”

“We are always looking to improve our customer service levels. We do our own training but I was interested to use Rostone as an external service to objectively measure our customer service levels.

Rostone were flexible in the way they delivered the service to ensure it meet our needs. The Dashboard made it easy to see new opportunities for improved call outcomes and where to focus, the coaching and role play has improved our call handling. They went into much more detail in how to deliver a good call experience than we did ourselves I was impressed with what we did. The service works well.

The coaching has helped us to recognise more opportunities on the calls. As I sit in the branch I have been genuinely impressed by how good the calls sound now with the staff using the coaching given. The calls are not scripted but the guidance given has made the calls feel more natural, the staff have a much better understanding now of what is expected of them.

We have an improved call structure and we are much more aware now of how a call can be managed more profitably. The managers are better able to coach their staff and the agents are more in control of the call and the conversation.

Along with our other initiatives, we are now getting much more out of our calls and our clients.”

“I can highly recommend Paul for his business coaching skills as it goes well beyond what was originally expected. He cares about our Business, he has improved staff engagement, raised our service levels, improved enquiry levels and so it continues. MR”

“I met Paul last year and engaged him in both my businesses. He revealed a completely different and unknown dimension of our business to me which remained unexploited. Paul is a tremendous coach, and has helped improve our perception of customer satisfaction; and as a result we have reaped the rewards. I would highly recommend his company and professional services in the estate agency sector.”

“Paul, along with Rostone helped a self-storage business deliver substantial growth for over five years. During the time the self-storage business was a client of Rostone they consistently exceeded targets and did so with great integrity and a singled minded focus.

Paul has produced excellent results through some difficult economic times and helped us develop systems and processes to make our sales and marketing much more efficient and transparent. He and Rostone are an invaluable asset to any company and Paul is great guy to have on the team.”

“I have worked with Paul on a number of projects and his expert details knowledge, attention to detail and professionalism has been invaluable. Paul is an expert in his field, a true Gentleman and a pleasure to work with. I have no hesitation in thoroughly recommending Paul.”

“Paul was working with me as a Project Manager at a mobile software business. Especially his skills in planning and organization in combination with the attitude of “never give up” is really appreciated.”

“Paul is a project manager of high capacity, always there for the stakeholders and able to deliver complex projects on time. During the collaboration between a mobile software business and a telecoms operator, he proved a precious associate who helped and supported both commercial and technical departments.”

“Paul is a detail oriented project management professional with high integrity. I will work with him again”

“Paul is a very professional and capable Project Manager who was able to run multiple projects at the same time. He was also popular with the client and would often be requested by name.”

“Paul worked as a Program Manager as part of my team delivering software projects for mobile devices. He’s great at delivery, monitors budgets well and copes with multiple projects and priorities very effectively. He has a good understanding of the industry and is valuable in providing advice and implementation of process and change.”