Talking Heads Interview with Ted Stone
07/07/2010
As an American expat living in the UK, Ted Stone has emerged as a leader in the growing culture of customer service delivery. He utilises a broad base of experience which includes businesses ranging from the banking sector and the computer industry to the VIP environment of the hospitality industry. In his current role as the National Customer Advocate Manager for Fulcrum Infrastructure Services, Ted has been instrumental in leading the organisation on to achieve the Customer First Standard.
Frea O'Brien, Chief Executive, Customer First UK was delighted to interview this inspirational light in our industry:
How would colleagues/ associates describe you?
In a word…they would probably describe me as “memorable”. I’m a Texan living in South Yorkshire – that usually does it.
What’s your favourite holiday destination?
Undoubtedly Las Vegas. Although I actually lived in Las Vegas for two years, it is still my favourite place to visit. There is an energy in Vegas that you don’t find anyplace else.
If you were marooned on a desert island what three things would you take with you?
- A DIY reference book (for all of the necessary tasks that would be required over time.)
- A solar powered IPod.
- Sticking with the solar powered theme – an ice maker. (Having lived in both Dallas and Las Vegas I have a supreme understanding for the value of an ice cold drink in a hot climate.)
What makes you laugh?
Classic British Comedies (i.e. Are You Being Served? , Keeping Up Appearances)
- The Catherine Tate Show
- Alan Carr
- Victoria Wood
What was your first job?
Working in McDonald’s – back on the grill doing the actual cooking. Next time you pop into McDonald’s…give a thought to those poor souls stood over that grill. I always do.
Greatest achievement?
Passing my driving test in the UK. I had to sit on the other side of the car…drive on the other side of the road…and get rid of 20 years of bad habits from driving in the US. It was definitely an achievement.
Name an organisation (other than your own!) that you see as the perfect one and why?
MGM / Mirage. As one of the major hospitality organisations in Las Vegas and throughout the world, they have developed their portfolio of properties to appeal to multiple target demographics and budgets, but still managed to deliver personalised services at every venue. Fantastic scope and execution of market penetration.
Best customer service experience?
I actually struggle to single out one example of “best customer service”. It depends on the type of service required…a business that surpasses my expectations is always appreciated, but some of the most impressive customer service experiences often occur in a “recovery” mode when something has gone wrong previously. If I were pushed for a response, Disney is always a safe bet for high levels of consistent customer service.
Name a leader that you admire and why?
It has to be the Queen. She has a dedication to what she sees as her “role” that is exceptional. I am also amazed by the amount of preparation that she does before any social situation to know about the guests she will be speaking to. As in anything...preparation and knowing your audience is key.
Why do you make a difference?
After 5 years of living in the UK I have an understanding of British culture that I’m able to combine with the more active customer service approach that is representative of the US. I help people understand that there is no template for a good customer experience. It’s like being a method actor – you have to understand your motivation and your part in the process. I also remind them that they have to be comfortable in the “supporting role” as your customer is always the “star of the show”.
To find out more about Ted's approach to delivering customer service excellence, Ted would be delighted to share his experience. He can be contacted on ted.stone@fulcrum.co.uk
Author: Interview with Frea O'Brien, Customer First UK
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