The Little Book of WOWW!®

We can all agree that WOWW!® is about doing small things well, consistently and seamlessly, thus making a big and memorable impression on those you care for the most! So what does WOWW!® look like in today’s busy and progressive financial services businesses? The Little Book of WOWW!® is a collection of the best ideas, tips, tricks and gathered by Michelle Hoskin and her co-author Mike Morrow which, if implemented, are guaranteed to create a truly WOWW!® five-star client journey!

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About Sophie

Where they live: Long Crendon, a lovely little village in Buckinghamshire surrounded by thatched cottages, rolling fields and lots of sheep!

Their family and interests: I live with my fiance Dean and cat Alley. Dean and I love exercising (Alley not so much, she prefers to nap!) and like to push myself out of my comfort zone by signing up to challenges such as such as 3 peaks, hikes, hyrox, marathons, spin marathons and will be completing my first ever triathlon later this year. Recovery is just as important as exercising of which you’ll find me somewhere overseas where it is hot and luxurious! I absolutely love mini eggs!

Their role in the company: Service Delivery & Design Project Co-ordinator

What they love most about their role: The infectious energy and passion from the team and that we all strive to do one thing which is help people recognise their true potential and achieve success.

About Ahmed

Where they live: North London, but you’ll find me in Camden over the weekend.

Their family and interests: I enjoy keeping active in the gym, keeping myself physically and mentally fit. When I’m not hitting the weights, you’ll find me researching stocks, playing a good game of chess, or learning how to automate with Python.

Their role in the company: As the Marketing and Communications Assistant, I have the privilege of engaging with our clients, as well as reaching out to those who are looking to take the next step in achieving excellence within financial services.

What they love most about their role: The incredible energy found within the Standards International team is refreshing. My passion in the role stems from being able to identify new growth opportunities and fine-tuning the ways in which we communicate our message and engage with others.

About Richard

Where they live: A small village five miles north of the beautiful medieval city of Lichfield in South Staffordshire. I am very fortunate to live a stone’s throw from the Area of Outstanding Natural Beauty that is Cannock Chase, and just down the road from the Derbyshire Dales and Staffordshire moorlands.

Their family and interests: I’m married to Catherine, and we have a son called Matthew and a daughter called Rebecca. Also a very intelligent, slightly crazy border collie called Bella. In my spare time I enjoy music, film, theatre and a good book. I also enjoy travel and history, and have over the years spent time exploring my family tree. No unclaimed inheritances or rich and famous relatives so far – but I will keep looking!

Their role in the company: I am the Head of Operations and Business Development and I keep our internal operations running smoothly.

What they love most about their role: I am passionate about the development of people. I feel privileged to be working in an organisation that believes in raising the understanding of individuals so they are able to be the best versions of themselves, for the benefit of their businesses and their clients.

About Martin

Where they live: Hitchin, in the heart of beautiful Hertfordshire.

Their family and interests: I am a very proud father to my daughter Ruby  and spend every minute I can with her. When I’m not with her, you’ll find me either fine tuning my handicap on the golf course or cheering on the mighty Spurs.

Their role in the company: I am the Finance Manager for the business, managing everything to do with the day-to-day finances of Standards International.

What they love most about their role: I’ve worked closely with Michelle since  Standards  International  was founded and I love to see great ideas return great value for both the business and our clients. From hard times to good, so many of our clients have been with us the whole way!

About Michelle

Where they live: Hitchin, in the heart of beautiful Hertfordshire.

Their family and interests: My quality free time is super-special to me. Being a mummy to my little Ruby Mae  takes up most of my free time, so when we are together we make sure that we do lots of fun stuff. When I do get a chance to focus on myself, I enjoy hanging out with my yummy mummy girlfriends, doing things that give me goosebumps, making green smoothies (don’t ask) and keeping myself in tip-top shape!

Their role in the company: I am the founder of Standards International and the Director of WOWW!

What they love most about their role: I think I have the best job in the world! I get to create magic and share my passion with my team and our clients every day. I love spending time with clients and learning about their biggest challenges so that I can design the best solutions to support them to create a truly WOWW! life and business. I am so lucky to be supported by an amazing team who are committed to delivering their best in everything they do, all the time.

About Kelsey

Where they live:  The historic market town of Hertford in Hertfordshire.

Their family and interests: I live with my husband Paul and when I’m not spending time with family and friends,  you’ll find me travelling. I’ve been lucky to visit many countries over the years, from Indonesia to South Africa to New Zealand, and plan on exploring many more!

My evenings consist of gym classes and long walks in the countryside with our family pups. I also have a slight obsession with Nando’s – my friends think I’m addicted to chicken!

Their role in the company:  As Client Services Manager  I oversee the delivery of our client journeys and ensure that our processes are in tip-top shape. It’s plenty to keep me on my toes!

What they love most about their role:  There’s never a dull moment in the world of WOWW! And I love our ethos, our clients and the fab team we are building.

About Bronte

Where they live: In Saffron Walden, a beautiful market town just outside of Cambridge.

Their family and interests: Being a bit of a petrolhead, I love classic cars. My  husband and I currently own a 1967 VW Beetle and a 1989 VW campervan between us.

In our spare time we love visiting the Norfolk coast with our dog Honey. We order a portion of chips and eat them on the beach whilst taking in the beautiful scenery.

Their role in the company: As the  Client Services  Assistant I take care of our amazing clients.

What they love most about their role: The team are all extremely creative, they encourage individuality and empower you to be the best you can be.

About Helen

Where they live: Whitwick, in northwest Leicestershire, part of the National Forest.

Their family and interests: I’m married to Phil, and we are cat-parents to Annie and Ella – two rescue kittens who we spend our time spoiling! We live in a 1930s Art Deco house, which is currently undergoing a much-needed renovation. In my spare time, I like to exercise and I practise Pilates. I enjoy going to the theatre and art galleries, and I love the treat of a spa weekend. I’m a fan of world cinema, and I’m never happier than when I’m watching a black & white, subtitled film (which would be the stuff of nightmares for some people!). Phil and I have a 1986 Porsche 944, which is an ongoing restoration project. We enjoy taking it to car shows and on trips around the UK.

Their role in the company: Service Delivery and Client Engagement Manager.

What they love most about their role: The opportunity to bring my industry knowledge and experience to a role helping firms to achieve their very best!

About Arah

Where they live:  Painswick, a beautiful Cotswold town in Gloucestershire.

Their family and interests: I spend much of my free time enjoying town and country life with my partner and our two cats. We walk, cook, read and spend an enormous amount of time talking about how we can be fitter. ‘Talk’ being the operative word!

When I’m not with my partner, a perfect day might be a visit with my now-adult children, or lunch and a spa with friends.

Their role in the company:  I am a Certification Scheme Assessor and WOWW! Coach.

What they love most about their role:  Working with a team who really love what they do!

Asessment Findings

During the assessment process, your assessor will be reviewing your conformity to the standard(s) and provide feedback based upon the conclusions detailed below.

Compliant (C): Evidence of conformity to the requirements of the standard(s) has been shown.

Opportunity for Improvement (OFI): A best practice suggestion or finding that requires improvement or correction, but is not indicative of a framework weakness, or is of insufficient concern or potential impact to merit corrective action.

Minor Nonconformity (MINC): A weakness in an internal-facing process or procedure; or a finding where any further deterioration of control could reasonably be considered likely to result in the framework, system(s) and processes becoming ineffective. This finding requires root cause analysis and corrective action. Evidence confirming root cause analysis and corrective action must be submitted for reassessment within three months of the assessment date.

Major Nonconformity (MANC): A failure impacting on the effectiveness of the framework, system(s), processes and deliverables which puts at risk the capability of the management system. This finding requires immediate containment, root cause analysis and corrective action. Should this occur, your assessor and dedicated scheme administrator will make the necessary arrangements with you for follow-up.

About Colin

Where they live:  In Hayes, Middlesex, not Greater London! Just close enough to Heathrow Airport to dream of being on any one of those outbound flights to destinations unknown.

Their family and interests: I met my wife, Jan, at school, and more than 45 years later we are still going strong. We have two grown-up children, Glenn and Kiera, who are now both in full-time work, having previously enjoyed the ‘student life’ to the full. Travel has long been and remains an important part of our family life, and Florida is by far our favourite destination. Classic Rock and Blues are also a big part of my life, and it doesn’t get any better than seeing bands playing live. Like Martin, I am also a keen golfer and avid Spurs fan.

Their role in the company:  I am a Certification Scheme Assessor and Best Practice Trainer.

What they love most about their role:  In addition to more than 40 years’ experience within the financial sector, I have gained a tremendous amount of knowledge on my travels. It is important to me that clients receive fully rounded, quality service, and my role at Standards International allows me to spend time with our clients, helping them to strive for, embrace and demonstrate the highest standards when it comes to their business, processes and customer service.

About Sam

Where they live:  Another one from Hitchin!

Their family and interests:   I live with my husband, our two daughters and our newest addition, a Border collie. Whilst I originally hail from Hitchin, my husband and daughters are all Aussies as, prior to 2018, I spent 15 years living in Sydney. We’re loving our local community, and for me it’s very special being back close to friends and family. We do miss those lovely warm sunny Sydney days though!

At the weekend, you can find us enjoying walks in the country, bike rides, and yummy food (usually our home-made pizzas!).

Their role in the company:  I am a Financial Abuse Specialist™ Certification Assessor.

What they love most about their role:  Being involved with work that really matters. To have the opportunity to help shine a light on important topics is wonderful; we spend so much of our time at work, so it’s important to really value what you do!

About Joanne

Where they live:  I  live in a Grade II listed property in a quintessentially English village at the foot of the beautiful Yorkshire Wolds.

Their family and interests:  With a  passion for travel,  I believe in making the most of every day. I love experiencing the great outdoors, whether that be the coast, in the countryside or the garden (usually in the vegetable plot!).

After losing my Mum too early,  I really value my health and enjoy spending time in the weights room with the big boys, spinning or Pilates and even the odd game of tennis!

Their role in the company:  I am a WOWW! Coach.

What they love most about their role:  Being able to have the opportunity to work alongside, and to share my experience and best practice ideas with like-minded, energetic, awesome individuals, who all have the same values, vision and passion for  financial services!

About Alina

Where they live: The (sometimes) sunny and most definitely leafy Reigate, surrounded by the outstandingly beautiful Surrey Hills.

Their family and interests: Like most full-time working mums out there, life is relentless while we keep multiple plates spinning! But I am most grateful to be the proud mum of two witty and inspiring boys. They teach me new things every day, especially how you can find joy in little things such as picking up funny-looking conkers.
Free time is scarce; however, I carve out time for my indoor cycling class in the early hours and love to feed my mind with the latest thinking of the great and the good.

Their role in the company: I am a WOWW! Coach.

What they love most about their role:  I have a part to play in the very best profession. The challenges of our unknown future are so much more exciting than the stories of our past accomplishments. So, my mission is to help clients, as individuals and businesses, to shape a vivid vision of their best selves, unleash their superpowers, and feel empowered to go after their dreams with a sound plan, boundless energy and clear purpose.

About Deborah

Where they live: I live with my husband and cat in a lovely village near to Stamford, Lincolnshire, but in fact within Northamptonshire.

Their family and interests: My hobbies and interests include walking (there’s some great countryside around us), cooking and entertaining, reading, and generally being involved in village life. It’s a very sociable place and I am involved in a number of groups and societies which help to maintain it as a great place to live.

Their role in the company: I am a Certification Scheme Assessor.

What they love most about their role:  I am really keen to ‘get stuck in’ and everyone within Standards International is so positive and passionate – it’s infectious!

and making awesome things happen.

About Jo

Where they live:  Originally from Manchester, I left to go to uni in Cardiff and never went home! I live in Usk, Monmouthshire, in an old farmhouse that we fondly call “our money pit”! We have been gradually renovating the inside of the property – and now the outside projects have begun!

Their family and interests:  I live with my partner, Pete, and have two children, Daniel and Catrin. Dan is a computer programmer and lives and works in Manchester. Cat is finishing her master’s degree in Fine Art Photography. She achieved a first in Marketing and Business from University of Sussex in 2021 (proud mum moment, particularly after lockdown). She lives in Brighton and hopes to move to Manchester in October to begin a career in marketing and photography. I absolutely love my garden, where I spend every spare moment. I also love seeing my family and friends, and cooking and entertaining when they stay with us. I have one sister who moved to Crete, so I disappear periodically to stay with her.

Their role in the company:  I am a Best Practice Certification Scheme Assessor.

What they love most about their role: People and diversity – helping our amazing clients to develop their businesses, and giving back where I can.

About Sarah

Where they live: Edinburgh, Scotland.

Their family and interests: I am first and foremost a mum to my Aussie-born son after living there for five years with my husband before returning to Scotland to be closer to family. We love jumping in the car at the weekends and just seeing where it takes us, exploring places we’ve not been before, and making memories along the way.

Their role in the company: As Head of Business Development and Marketing, I oversee our brand and positioning, ensuring we live true to our values and work with the best of the best!

What they love most about their role: Being able to work with great people all over the world really, sharing ideas, and making awesome things happen.