In 1992 I stood in a 3000 acre cow paddock and imagined a multi-million dollar outdoor-education centre impacting the lives of 1000’s of young adults each year. 20 years later, having realised the dream, I sold the business, worked for the purchasers and was horrified to watch that enterprise wither and finally cease at their hands.
While otherwise brilliant, their blind spot was customer experience. And so..
The Masters of Client Retention consultancy was born to answer one question. ‘How do you ‘velcro’ your existing clients to you?’ My early clients soon asked for the most cost effective, easy to understand, simple to implement and impactful tool I had, that could also be applied to lead generation.
Over numerous iterations, deep research, experimentation, expense and a personalise realisation that I was bored being processed and transacted rather than connected with and appreciated…handwritten, personalised, exquisitely designed and wax sealed messaging that is now Send Handwritten was launched.
The intent, the essence of this business is to provide a vehicle for authentic, meaningful, appreciative and delightful human connection. Goodness knows it may be the one thing that enhances the long term health of our planet.
I thrive in Australia on the Gold Coast with my wife of 30 years (and my ‘boomerang’ young adult children).