Steve Simpson

Unwritten ground rules or ‘UGRs’ are people's perceptions of this is the way we do things around here. The incredible thing about UGRs is that they drive people's behaviour yet they are seldom talked about openly. Created by Steve Simpson, the UGRs concept has been developed to a point where organisations can use UGRs as a powerful tool for culture change.

So many companies promise to deliver great service but fail to do this. This presentation by Steve Simpson can change all that. Steve provides insights into the impact of less-than-ordinary service and how this impacts the bottom line. He then introduced his concept of ‘Discretionary Service’ – a novel concept that everyone in the organisation is able to relate to.

This presentation explores the role of leaders in creating and sustaining a great culture. It begins by Steve showing startling results gained from his research across a range of organisations into improvements that would be realised by improving the culture. Steve shares with leaders specific actions they can take to shift the culture (and UGRs) to drive the organisation’s strategic direction.