The best way to understand the work I do is to hear what the people who have experienced it say.

“Anna has helped us create a programme that isn’t simply about telling people to deliver great customer service; it gives them the tools to understand why people behave differently.”

“Anna initially delivered Train the Trainer sessions to 12 of our internal trainers, equipping them with the knowledge, confidence and resources to take the programme out across Freedom Leisure.”

“Anna understood that brief and worked with us to create a course that feels relevant to our business, our colleagues and the wide range of customers we serve.”

“The tools and concepts Anna developed have really resonated.”

“The response to the training so far has been overwhelmingly positive, with the vast majority of participants rating the course Excellent or Very Good.”

“Working with Anna Bates and Room 11 Coaching to develop our ‘Delighting Customers – All of Them, All of the Time’ programme has been a really positive experience for Freedom Leisure.”

“It has been particularly rewarding to see those trainers make the programme their own and receive such positive feedback from colleagues across the organisation.”

“Colleagues regularly highlight the customer ‘flag’ system, personality profiling and the Drama and Winners Triangles as some of the most valuable parts of the day.”

“Several have said they believe the programme should be delivered to all colleagues so that we develop a consistent approach to customer service across Freedom Leisure.”

“Colleagues have talked about coming out of their comfort zones, building relationships with people from different sites and departments, sharing experiences and reflecting on how their own behaviours affect others.”

“We wanted to create something that went beyond traditional customer service training, a programme that would help our colleagues better understand both themselves and our customers.”

“One colleague told us they had used elements of the training the very next day.”

“We are still relatively early in our rollout, but the feedback and engagement we have seen already give us real confidence.”

“Anna has an exceptional ability to build strong rapport with those she coaches.”

“Anna quickly establishes trust, fostering a positive and open atmosphere that enhances learning and collaboration.”

“Anna empowers participants to find their own solutions to problems, encouraging critical thinking and problem-solving rather than simply providing answers.”

“Training that is not only educational but also drives real performance improvements.”

“Anna’s ability to motivate is truly impressive.”

“Anna takes the time to understand the specific needs of the group, ensuring that her training is relevant, practical, and aligned with their business objectives.”

“Anna doesn’t just train; she educates, helping individuals and teams develop a deeper understanding of sales principles.”

“Anna’s energy, enthusiasm, and passion for sales training inspire those she works with, making her sessions both dynamic and impactful.”

“Anna is highly professional, articulate, and proactive.”

“I would highly recommend Anna to any Business seeking to elevate their sales performance and empower their teams with practical, results-driven training.”

“Anna does not deliver theoretical training. Anna delivers performance impact.”

“~5% improvement in quote conversion. £4.5M total revenue generated. Resource-neutral growth, with no additional cost base.”

“Revenue growth has been driven by smarter pre-sales engagement rather than increased volume or spend.”

“Anna’s ability to blend behavioural psychology, commercial focus and practical sales application has materially contributed to improved quote conversion.”

“Anna has been instrumental in equipping the team with the mindset, structure and capability required.”

“The impact was immediate. Confidence rose, energy improved and commercial behaviours became embedded.”

“Anna’s professionalism, insight and ability to convert observation into measurable business results set her apart.”

“Through structured identity work, Anna repositioned the team from being perceived as a ‘quotes function’ to operating as a specialist sales team.”

“One of Anna’s most significant contributions was helping the team redefine who they are.”

“Attending Anna’s one-day course has had a genuinely positive and lasting impact on our team.”

“The content was engaging, practical, and immediately applicable, giving leaders and managers greater confidence in their roles and a clearer understanding of how to lead effectively.”

“One of the most valuable outcomes was the increased confidence to hold appropriate boundaries, have constructive conversations, and make decisions with greater clarity and consistency.”

“I feel better equipped to support my team while maintaining accountability and fostering a positive working culture.”

“I would highly recommend this course to other educational organisations.”

“The delivery style was informal, friendly and engaging and had even the most reserved members of the team contributing.”

“Anna delivered a training session to our whole practice team. The content was relevant and provided great opportunities for everyone to reflect on their communication skills.”

“The content was relevant and provided great opportunities for everyone to reflect on their communication skills, interactions with patients and how it can impact the patient experience and journey for the better.”

“The delivery style was informal, friendly and engaging and had even the most reserved members of the team contributing, hence offering the added benefit of a great team building session.”

“The coaching sessions were extremely valuable for our Account Management team.”

“Anna helped improve the overall structure of customer conversations, increased confidence when discussing additional products and services, and provided practical techniques for identifying upselling opportunities in a natural customer-focused way.”

“Anna’s coaching style was engaging, approachable, and easy for the team to apply in real-world situations, which helped drive both confidence and performance improvements.”

“The team also benefited from Anna’s guidance around communication skills, questioning techniques, and building stronger relationships with customers.”

“Overall, the feedback from the team was very positive, and we found the coaching to be a worthwhile investment in developing our people and enhancing the service we provide to our customers.”

“The individual coaching I had with Anna has had a significant positive impact on my professional development, particularly in increasing my self-awareness and confidence in decision-making.”

“The reflective space provided by Anna enabled me to examine situations from different perspectives, challenge assumptions, and develop greater awareness of how my thinking and actions influence outcomes.”

“One of the most valuable benefits has been the increased confidence I now have when making decisions.”

“Coaching helped me clarify priorities, evaluate options more objectively, and trust my professional judgement.”

“Anna’s coaching also encouraged me to be more proactive and intentional in my leadership approach.”

“By developing greater self-awareness and confidence, I have been able to engage more effectively with colleagues, manage challenges constructively, and maintain focus on achieving positive outcomes.”

“Overall, the coaching experience from Anna has been highly valuable, contributing to both my personal growth and professional effectiveness.”