BoldCX
Onsite training 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, in a day, at your site. Confident teams. Managers worth staying for.

Book a call See the two workshops
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.
Two workshops, one aim: keep your people and your customers

Build the team. Build the people who lead them.

Both delivered in person, at your site, to a group. Both tailored to your business, not lifted off a shelf. Run them on their own, or together as the full picture.

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.

  • The first ten seconds with a customer
  • Reading what someone needs before they ask
  • Turning a complaint into a save
  • Backing each other up under pressure
  • The belief that makes them stay
from £1,750full day, 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.

  • Leaders go first: showing up real, dropping the mask
  • The conversations managers avoid
  • The check-in that happens before someone quits
  • Building loyalty and belonging on purpose
  • Leading a team that communicates differently to you
from £2,500full day, onsite, management team up to 10
Book The Bold Leader
The method behind both

Three connections. Get them right and people stay.

Every business that keeps its people and its customers has three connections working at once. Floor Ready builds the team's. The Bold Leader builds the manager's. Together they build all three.

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.

Your guide
Rusty Lloyd, founder of Bold CX

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

Floor Ready, The Bold Leader, or both, in person at your site, 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.

Existing team

Team Confidence Session

£850half day, up to 12 people
  • Half 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 £1,750full day, up to 15 new starters
  • Full day onsite, 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 £2,500full day, management team up to 10
  • Full day leadership workshop onsite
  • 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, both workshops 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.

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.

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. 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?

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. No off site classroom that evaporates by Monday.

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 both workshops?

Yes, and it is the strongest combination. Floor Ready builds confident staff, The Bold Leader builds the managers who keep them. For bigger clients we build the two 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.