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Transforming business culture and customer service.


Peter Merrett is an internationally recognised speaker, business genie and multi-award winner in the art of transforming business culture and customer service.

As the founder of The House of Wonderful, he enables organisations to shift from ordinary to extraordinary by unlocking the secret to prosperity: Passion, Positivity and Purpose.

Specialising in the 'craftsmanship of care', he has steered organisations around the world to business transformation and stand-out customer service through investment in the emotional success of their people.

Regarded as a top speaker in his field, Peter also offers his legendary 'FunShops' (workshops), masterclasses and retreats. His presentations never fail to delight with their wonder-filled, playful and thought-provoking approach.

In fact, the 'Peter Pan of Business Wonder’ believes it's the 'craftsmanship of care', or the personal touch, that's currently lacking from the real essence of customer service.

Current work

Peter is a Director and Board Member of Professional Speakers Australia and a Fellow of BOMA International.

Previous experience

Hotels: Peter groomed his skills managing some of the finest luxury country house hotels in the UK. Before moving to Australia in 2010, he pioneered the 'office-hotel' concept at the iconic Tower 42 in London, which became the first European TOBY Award Winner with BOMA International.

Awards: More recently, he led JLL Australia's customer experience team across the Property and Asset Management division to win some of the most prestigious customer service awards from around the world, including the International Business Excellence Award in 2015.

Talking Points

Workplace Joy

Excellent customer service comes from the heart of stimulated and appreciated people. Whilst you can’t force your team to continuously smile or expect them to be and look happy - with kindness and humility instilled at the core of your workplace culture you can create an environment that invokes and encourages this as second nature. Peter will help you discover the secret to business prosperity through the emotional success of your people. He does this by revealing refreshing techniques to bring colour back to all things grey, to help your people feel real again, to feel that they matter and are appreciated.

Best-In-Class Customer Service

A satisfied customer will tell a handful of people, while a disappointed one will tell a thousand. Unless you are able to wholeheartedly and dynamically embrace customer service, you can never achieve nor sustain market leadership - it is the ultimate competitive tool. Peter shows you how to achieve best-in-class customer service without the need for big budgets, complicated systems and processes, or the latest software that promises the latest best way to engage customers. Discover refreshing techniques to bring your full presence and imagination to life and change the way your customers experience you - forever.

Role Model Leadership

A common reason for people staying committed to their employment is the relationship with their manager and because of the buzzing, healthy and inspiring culture. It is positive human-spirited leadership that makes the world of difference. Despite how challenging a job may be, people will remain motivated and loyal if they feel recognised, valued and appreciated. Through his career Peter has witnessed all types of leadership - the good, the bad and the ugly. He has distilled this wisdom into a delicious antidote to refresh the opportunities of today and to guide busy leaders on mastering the craftsmanship of kind, caring and present leadership.

Culture Innovation

You know you have a wonderful company culture when you are greeted with smiling faces and hear happy exchanges across all corners of the office. Imagine what would be gained if your people woke up every day looking forward to going to work with their team-mates that they enjoy being around. Peter reveals what it takes to create a culture that shines with heart and kindness, with an environment so positive that people wait in line to be part of your company. Your team members will have a hard time departing because they love the atmosphere, the permission to be themselves and the deep feeling of fulfilment.

Hospitality Habits

There’s a big difference between serving someone and caring for someone. Customers today expect connected, honest, prompt service and experiences - but it’s the humble delight from what they’re not expecting that will truly give your business a boost. Peter reveals the ‘backstage’ secrets of luxury hotel service excellence and shares the transforming powers and huge differentiation of hospitality that can be applied to any business. The best part is that hospitality doesn’t cost anything to provide. Peter intimately shares how the best hotels of the world embody a simple principle - that customer service experiences isn’t what we do - its who we are.

Persuasive Expression

Standing out in business, with amazing customer service also depends on persuasive expressive. You might have the best business products, the fanciest technology, or the plushest premises in the world. But the words you use and how you communicate them could be letting you down. Peter uncovers the wonderous magic of invigorating and differentiating your brand through creative and subtle vocabulary enhancements - by playing with your words. From your products and services, to how you close an email - he teaches how to dare to be different with elevating your credibility, reputation, connection, and profitability through every verbal and written interaction across your business.
Peter is a sensational speaker, he keeps the audience engaged and filled with wonder! Highly recommend Peter! Bitzer Australia

Peter was wonderful! As our MC and Keynote Speaker, Peter created the perfect atmosphere to bring our team together for the first time in 3 years. He was so relatable, had such fun and engaging intervals, so relevant, impacting everyone in the room. This set us up for the entire week! His before and after assistance was invaluable. Contributing to the agenda, and how to run collaborative sessions effectively! We were referring to him all week! WONDERFUL!!!

Fred Hollows Foundation
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