"Jon focused on the Lonely Planet Service Desk. The insight and effort that he has brought - and the mentoring of our Service Desk Leader - was superb.

We achieved far more than I thought we would both in terms of actions undertaken and/or planned. Jon's handover of a tasks list has been excellent and fills me with confidence that LP will continue to work in the right direction for months to come even without Jon keeping an eye on us.

Finally of course there's the changes in our Service Desk Leader - these were probably worth the money in themselves. Wow! I hardly recognise him, he's proactive, customer-centric and has a passion for what he's doing - that's not to say that he didn't have these behaviours before - but previously he was a well liked and hard-working senior service desk analyst/team leader and now he's demonstrated that, with Jon's coaching, he can be far more than that. Again - terrific - and I'm certain LP will thank Jon for that in the years to come."