ABOUT US

“No Sheep Dipping Allowed”

If you have ever invested in training before, you may have been left with that feeling that the return on your investment was not quite as good as you hoped and the effect on the delegates was somewhat similar to a ‘sheep dip’ (staff came out fresh and reawakened but soon slipped back into old habits and negative beliefs).

Our successful methodology is based on the relationships we build with key stakeholders and the effective, dynamic, and interactive design of course content.

We are committed to deliver experiential learning and we strive to fully understand the culture, vision, and strategy within the organisation.  Course content is designed to ensure that training challenges employees to reflect upon the choices, attitudes and behaviours that not only motivate them, but also prevent them from getting optimal results.

A qualified NLP (Neuro Linguistic Programming) Practitioner, a DISC Flow Personality Profiling Practitioner and a Goal Mapping™ Practitioner. I will relate my teaching and learning experiences to proven scientific studies of human behaviour that are easily translatable to experiential learning activities that are fun to do and produce rewarding results. I will bring great interpersonal skills, humour, challenge, and creativity to my work as well as high quality professionalism.

TRAINING WORKSHOPS

If you are looking for memorable training that sticks – then you’ve landed on the right page!

Our training (be it online or face-to-face) is facilitated with Energy and Enthusiasm designed to stir Emotions to create lasting Memories!

“What an amazingly warm energetic infectious character Jules is. Great takeaways for day-to-day people management and operational improvements.”
“So much positivity in the presenting. Really great questions for the group discussions.”
“Jules was lovely, energetic, full of information, with a calm upbeat tone. I could listen to her talk for days. I look forward to hearing from her again on the next Management Programme.”
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  • NLP Coaching
  • Train-the-Trainer
  • DISC Personality Profiling
  • Customer Service Excellence
  • Influencing and Negotiating Skills
  • Presentation Skills
  • Effective Communication Skills
  • Recruitment Interview Skills
  • Motivational Leadership
  • Customer Journey Mapping
  • Foundation Sales Training/Advanced Sales Training
  • Time and Stress Management, Building Personal Resilience
  • Telephone/Email Etiquette
  • Performance Management
  • Diversity and Inclusion
  • Unconscious Bias
  • Developing a High Performing Team
  • Emotional Intelligence/Inter-cultural Intelligence
  • Positive Mind-set, Behaviour, Attitude
  • Conflict Management
  • Dealing with Difficult Customers
  • Managing Stakeholder Relationships
  • Thriving in Change Management
  • Enhancing Personal Impact and Presence

SCHOOLS

I have a great passion and vast experience in dramatically enhancing a school’s ability to maximise their enrolment opportunities. I have worked in developing the School Admissions and Admin Teams for many large national and international education providers. I have a proven track record of making an immediate impact on a schools’ student recruitment numbers providing valuable insights into admissions process and advising on simple practical, strategies designed to improve the Customer Journey and ultimately maximise new student recruitment. The result of which is seen in greatly improved conversion ratios and enhanced and empowered recruitment performance.

A qualified NLP (Neuro Linguistic Programming) Practitioner, a DISC Personality Profiling Practitioner and a Goal Mapping™ Practitioner.

I bring positive energy, humour, and creativity to all my work as well as high quality professionalism.

I offer a training and development service in all areas of school improvement and leadership development. Areas of expertise and training services offered:
  • Customer Journey Mapping
  • School Admissions – Making a Performance of it!
  • Great Communications lead to Great Conversions!
  • Customer Service Excellence
  • Everyone is in School Marketing
  • Intercultural Awareness and Emotional Intelligence
  • Having Difficult Conversations and Dealing with Difficult Customers
  • Writing with Impact
  • Powerful, Positive Presence and Personal Impact
  • Time and Stress Management with Personal Resilience
  • Telephone and Email Etiquette
  • Mystery Shopper Reporting – Admissions Audit
  • Team Building and Facilitated Brainstorming
  • Positive Mind-set, Behaviour and Attitude

MYSTERY SHOPPING SERVICES

Spider on the Wall was created because (we know through years of experience) that everything stems from good Customer Service – EVERYTHING; from a client’s first impression of your organisation to each and every ongoing experience. This is not intuitive – this is instinctive, it is not something you can teach a customer of your organisation, it is something he absorbs unknowing and unwittingly and is left with either a positive or a negative feeling about that which he has encountered. In order to obtain a ‘real’ view of your staffs’ commitment you need to see the whole picture; from the Customer’s Experience. All of the reports are completed by ourselves and a handful of professionals who have either spent their career sourcing the best for MD’s, CEO’s etc or who are/have been business owners themselves. We will work in unison with yourselves to design a specific Survey Report and an ethical measuring system on which we can examine your staff’s performance levels. We will also be on-hand to assist with the feedback of the reports, ensuring that there is a constructive delivery with acknowledgment and a wealth of motivational factors as well as the necessary key skills to address poor performance alike. Whatever findings we unearth from our Mystery Shopping experience we will be able to tailor-make a workshop to address any specific areas of improvement: Customer interaction, closing the sale, dealing with difficult customers etc

Our mystery shopping services give you:
  • A chance to see a true reflection of your customers' experiences; the journey they are taking from the moment they arrive to the moment they leave your business.
  • An outside view of the reputation your company is creating.
  • Information about which employees are tending to the 'emotional side' of a customer's purchase.
  • An awareness of whether employees are attempting to up-sell at appropriate opportunities.
  • Performance management - opportunities to praise and reward staff for outstanding performance and identify areas for improvement in others.
  • The information needed to track improvements in professionalism and ensure consistency of customer service.
  • The chance to see how complaints are handled. If a complaint is dealt with in a fair and professional manner it can turn a disgruntled customer into a life-long ambassador of your company. What currently happens to your dissatisfied customers?
  • Improved telephone call handling. Is the caller made to feel like a valued customer and left with a positive impression of your organisation?

FAQ

Yes absolutely.  We will work with you to create a bespoke programme which can be delivered in full days, half days or 90-minute modules – whatever you desire.

Yes absolutely.  We work around the globe and we have clients in the UAE, Europe, Asia and the USA. Wherever you are, we will come and support you in your training initiatives.

The answer is ‘ANY’!  Spider on the Wall Ltd is passionate about developing people (whatever the job role, whatever the industry)!  Our training is approach is completely flexible.  Our Clients are in Travel, Hospitality, Engineering, Education, Pharmaceutical, Digital Technology, Facilities Management and Retail.

We have a passion for people.  People are ‘our thing!’  Your people will remember us positively and happily for years to come because ours is memorable learning that sticks. Your employees will be encouraged to reflect upon the choices, attitudes and behaviours that not only motivate them, but also prevent them from achieving optimal results in life.

JULES MURRAY

In 2006, I founded Spider on the Wall Limited to support the training and development function of large national and international customer-facing organisations. My successful methodology is based on the relationship I build with key stakeholders and the effective, dynamic, and interactive design of course content.

I am committed to deliver experiential learning and I strive to fully understand the culture, vision, and strategy within the organisation. Course content is designed to ensure that training challenges employees to reflect upon the choices, attitudes and behaviours that not only motivate them, but also prevent them from getting optimal results.

A qualified NLP Practitioner, a DISC Personality Profiling Practitioner and a Goal Mapping™ Practitioner, I have trained and mentored managers and their employees to achieve sustainable increases in their positive outlook and ultimately their professional impact and performance.

Live by the seaside in Sussex, enjoy walking the dog, fresh air and exercise, travel, playing squash and socialising with friends