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Onsite or live, training and consulting for customer facing teams

Your people are not the problem.
Nobody taught them the human bit.

Most businesses train the task and skip the rest. So new starters freeze in front of a customer, and managers who were brilliant at the job never learn to lead the people. Bold CX fixes both, through training on the day, and consulting on what happens after.

Book a call See what's on offer
1 in 3
employees leave their employer inside a year, and customer facing roles churn faster than most.
~40%
of a frontline salary is the going cost to replace one leaver, once you count hiring, training and cover.
90 days
is when most early leavers go, before they have ever paid you back. Confidence is what keeps them past it.
Training and consulting, built around your team

From a five hour introduction to a full day with your leadership team

New
For any customer facing team, new to CX thinking

Introduction to Customer Experience

Best as a starting point, or a whole-company primer

A five hour grounding in what great customer experience actually is, and what your customers really notice, delivered onsite or as a live webinar.

£495 5 hours, onsite or live webinar, up to 12 people
Enquire
For an existing team that's gone flat

Team Confidence Session

Best for a reset, not a launch

Six hours onsite rebuilding confidence, first impressions and service recovery with a team that already knows the job but has lost the spark.

£650 6 hours, onsite, up to 12 people
Enquire
For new starters and frontline teams

Floor Ready

Best for recruitment drives and new openings

A day that turns nervous new starters into people who are confident in front of a customer, so more of them stay past the early wobble.

from £750 6 hours, onsite, up to 15 people
Book Floor Ready
For mid and senior managers

The Bold Leader

Be the manager they do not want to leave

People do not leave jobs, they leave managers. A day that turns good operators into leaders who engage their team and build the loyalty that keeps them.

from £800 full day, onsite, management team up to 8
Book The Bold Leader
The method behind every session

Three connections. Get them right and people stay.

01 / Leader to team

They feel led

People who feel seen and supported by the person in charge do not slip out the back door in week three.

02 / Team to each other

They feel held

A team that communicates and covers for each other turns a scary first week into a place a new person wants to come back to.

03 / Team to customer

They feel proud

Staff who handle any customer with confidence enjoy the job more, and it shows in your sales, your reviews and your repeat trade.

Rusty Lloyd, founder of Bold CX
Your guide
"Thirty years on the floor and in the owner's chair. I have hired them, trained them, and watched good people walk out for want of a bit of belief."

Rusty Lloyd started at fourteen with a tea urn and a fold out table. Since then he has owned and run service businesses, and spent three decades training customer facing teams and the managers who lead them, across hospitality, leisure, retail and beyond.

Bold CX is built on one idea: the gap between who your people are and how they come across. It is not a character flaw, it is a skill nobody taught them. Rusty teaches it, in a day, in plain language, with no theory and no eighty slide decks. Every workshop is built around your business, because an expert tailors the work, they do not read from a script.

How it works

Find it. Fix it. Prove it.

Find it

We size the gap

A short call and a quick confidence check, so the day targets your real weak spots, not generic ones.

Fix it

We run the day

Introduction to CX, Team Confidence, Floor Ready, The Bold Leader, or a combination, in person or live, built on what we found.

Prove it

We show the difference

We check back after and look at what changed: confidence, how many stayed, what your customers noticed.

Simple, fixed pricing

Fixed prices. Tailored days. No scope creep.

A fixed price you can say yes to, and a day built around your business. If a workshop keeps even one person who would otherwise have walked, it has already paid for itself.

New

Introduction to Customer Experience

£495
5 hours, onsite or live webinar, up to 12 people
  • The fundamentals of great CX
  • What your customers actually notice
  • Onsite or live, your choice
  • A starting point before the full workshops
Enquire
Existing team

Team Confidence Session

£650
6 hours, onsite, up to 12 people
  • Full day onsite for an existing team
  • Confidence, first impressions, service recovery
  • For a team that has gone flat or quiet
Enquire
Most booked

Floor Ready

from £750
6 hours, onsite, up to 15 new starters
  • Built on your confidence check
  • All five modules, fully hands on
  • Team leads included so it sticks
  • Follow up check after the drive
Book a call
Management team

The Bold Leader

from £800
full day, onsite, management team up to 8
  • Engaging staff and building real relationships
  • The conversations managers avoid
  • Follow up check on what changed
Book a call

Bigger, or more than one site?

For larger clients we build a bespoke package from the same workshops: repeat cohorts across a drive, several sessions together, or a rollout across multiple sites. Fixed and tailored, quoted for you, never open ended day rates.

Build my package

Delivered across Sussex, Surrey, Kent, London, Berkshire and Hampshire. Outside that area, get in touch for a bespoke price. Keynote talks and team away days available on request.

Beyond the workshop day

The systems that make it stick

A great day changes how your team feels. What keeps it changed is what's written down. This is the consulting side: the documents and systems that mean standards don't depend on who's on shift, or on me being in the room.

Operating processes

Documented, repeatable processes for how your floor actually runs, so quality doesn't depend on who happens to be on shift.

Spec sheets

Clear, visual specs for every product, drink or service standard, so "how we do it here" is written down, not passed on by word of mouth.

Training manuals

A manual built around your business that a new starter can actually use, so induction stops depending on whoever's free that day.

Continuity programmes

A plan for what happens when a key person is off, sick, or leaves, so the business runs on a system rather than one person's memory.

Retention systems, staff

The structures that keep the people who already work for you: onboarding, check-ins, and the moments that decide whether someone stays.

Retention systems, guests

The structures that keep the customers who already choose you coming back, so growth doesn't rely entirely on finding new ones.

Scoped and quoted individually, on their own or alongside any workshop. Built from what's already working in your business, not a generic template.

Enquire about consulting
Free download

How confident is your team, really?

The Confidence Gap Scorecard. Twelve honest questions across the three connections, scored in ten minutes. Most managers guess an eight and land on a five. That gap is where your leavers and your lost customers live.

Get the free Scorecard
Questions managers ask

Straight answers.

What is Bold CX?

Bold CX is a training and consulting business run by Rusty Lloyd for customer facing teams. It runs onsite and live workshops that build confident new starters and managers who keep their people, plus consulting on the operating processes, spec sheets, training manuals, continuity plans and retention systems that make the training stick.

How much does Bold CX training cost?

Introduction to Customer Experience is £495 for 5 hours, up to 12 people. Team Confidence Session is £650 for 6 hours, up to 12 people. Floor Ready starts from £750 for 6 hours, up to 15 new starters. The Bold Leader starts from £800 for a full day, management team up to 8. Bigger or multi site clients get a bespoke quoted package.

What areas does Bold CX cover?

Bold CX delivers across Sussex, Surrey, Kent, London, Berkshire and Hampshire. Outside that area, get in touch for a bespoke price. Keynote talks and team away days are available on request.

What is the difference between Floor Ready and The Bold Leader?

Floor Ready is built for new starters and frontline teams, best for recruitment drives and new openings, from £750. The Bold Leader is built for mid and senior managers, teaching the conversations that keep staff from leaving, from £800. Many businesses book both, since one builds the team and the other builds the people who lead them.

Does Bold CX offer online or webinar training?

Yes. Introduction to Customer Experience is available onsite or as a live webinar, 5 hours, up to 12 people. Team Confidence, Floor Ready and The Bold Leader are onsite only, since they are built around practising on your actual floor.

What does Bold CX's consulting service include?

Consulting covers operating processes, spec sheets, training manuals, continuity programmes, and retention systems for both staff and guests. These are scoped and quoted individually, on their own or alongside any workshop.

Who is this actually for?

Any business that lives on customer facing staff: retail, hospitality, leisure, clinics, gyms, garages, contact centres, salons, anywhere your people meet your customers. Introduction to CX suits a whole team primer. Floor Ready suits recruitment drives and new openings. The Bold Leader suits any team with managers who were promoted for being good at the job, not for being trained to lead.

Does it have to be at our site?

For Team Confidence, Floor Ready and The Bold Leader, yes, and that is the point. The training happens on your floor, with your layout, your pressures and your team, so what they practise is what they will actually do. The Introduction to Customer Experience course is the exception: it works equally well as a live webinar if you'd rather bring the whole team in without closing the floor.

Is it the same day for every business?

No. The shape is proven but every day is built around your business, your team and what we find in the confidence check first. That is what you are paying an expert for, rather than a script.

Can we book more than one?

Yes, and it is often the strongest combination. Introduction to CX sets the foundation, Floor Ready builds confident staff, The Bold Leader builds the managers who keep them. For bigger clients we build these into one bespoke package.

How do we know it worked?

We agree what to look at up front, usually confidence, how many people stay, and what your customers and reviews say. Then we check back and show you the before and after.

Get started

Tell me about your team.

A few details and I will come back within one working day to see if it is a fit. No hard sell, no obligation.

Prefer to talk? Email rustylloyd@boldcx.co.uk and I will reply within a day.