Experience that comes from doing the job.
Percy King was founded by Damien Hutchins following more than 20 years working across hospitality, events and customer-facing environments.
Damien's experience spans restaurants, premium hospitality, major sporting events and VIP environments, including Royal Ascot, The Chelsea Flower Show, The Open Championship and The Ryder Cup.
Working at the heart of busy operations has given him a first-hand understanding of what makes service work — and what can get in the way when customer expectations meet the realities of day-to-day delivery.
Why Percy King
Percy King was created from a simple belief: better customer experiences begin with understanding people.
How customers feel, how employees behave and how effectively an operation supports them are closely connected.
We help businesses understand what's affecting their customer experience and make practical improvements to their people, service and performance.
What shapes our approach
Led by experience
Our thinking is grounded in the realities of delivering service, not simply observing it from the outside.
Operationally aware
Solutions have to work in the real world. We understand the pressures of busy service environments and focus on improvements that can be applied when they matter most.
Built around people
Better performance comes from helping people understand what matters, why it matters and how their individual behaviour influences the customer experience.
Tailored to the challenge
Every operation is different. We don't begin with an off-the-shelf programme; support is shaped around the needs of the business.
Focused on progress
The objective isn't simply to deliver a workshop or produce a report. It's to help create practical improvements that can continue beyond the initial engagement.
People make the difference
Processes, standards and systems all matter. But service remains fundamentally human.
We believe in developing people so they have the understanding, confidence and judgement to deliver consistently — particularly when the environment becomes demanding.
And often, the moments customers remember are surprisingly simple:
Being noticed.
Being understood.
Being recognised.
Being reassured.
Being genuinely cared for.
Those moments are created by people.
And that's where better service begins.
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