The people serving at the top of many luxury service industries are rather better educated than the training they are given. Many hold degrees. They are used to ideas, reasons and evidence, and they are entitled to ask where a career is going. Most training was written for someone else.

We write for them. That means giving the reasons behind a skill, and trusting people to do something sensible with them, which is less common than it sounds. It also means no scripts, no smile drills and no wellness programmes. If you already have procedures, keep them. We sit beside them and explain why the best of it works. Every provider says theirs is different. We would only ask you to read on, and judge for yourself.

Your teams come from many countries, and a good many work in a second or third language. We write with that in mind, and we never talk down. Nor do we pretend a career ends with the working day. Each course aims to leave people with something that is theirs: a clearer grasp of their craft, a precise language for it, and a sense of where it can lead.

Every course follows the same method. We begin with what your best people already do well, and look for the cause. It might be a habit of attention, or a way of reading a person. Once found, it gets a plain name, because a named skill can be discussed, practised and refined. People then meet a real situation and decide what they would do before we show them the method. It arrives as a tidier version of what they have just tried.

We look at each craft through up to three lenses: cultural, psychological and commercial. Some courses borrow the cultural lens from a tradition that has solved the problem well. When one does, we say where it came from, and use it to look, not to copy.

Our first course is described on its own page.