I had the pleasure of working with Bill on a number of destination-wide customer service training programmes, including the very successful Cayman PRIDE initiative in the Cayman Islands, and rate him as a guru of customer service and service standards training. The brands from around the world listed on his FreemanGroup website is a testament to his work. What separates him from the pack is his methodology that actively engages everyone from the CEO to the receptionist in the process of service culture change and then measures the impact to achieve the optimal customer experience. Looking forward to working with him again on a new partnership with my company NorthStar Consulting.