A seemingly small idea — focus on compliments, not complaints — sparked a new mindset and transformed the way one assistance company delivers customer care.

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At Travel Support Europe, we’ve never been satisfied with just ticking operational boxes. For us, quality and care start with people — people who feel valued, trusted, and motivated.

In November 2025, our Network Manager Felix Klingborg shared this story as a guest on Assistance Stories – The Podcast, where he talked about how shifting the focus from complaints to compliments helped transform our culture and quality mindset.

That simple idea — focus on what’s going right — became the foundation of a company-wide initiative. What happened next surprised even us.

The Challenge: collect compliments, not complaints

It all started with a conversation Felix had during a follow-up meeting with one of our customers. They mentioned a quality challenge they’d run with their team — and it sparked an idea. Not to copy it, but to adapt the spirit of it to fit how we work.

“We often talk about KPIs and process,” Felix says.
“But what truly motivates people is seeing the real impact they have on others.”

The concept was simple: over three months, collect meaningful praise in 10% of our cases — without ever asking for it. Generic “thanks” didn’t count. The feedback had to be sincere and specific.

A whiteboard in the office tracked our progress, updated every Monday. Very quickly, something shifted. What started as a fun experiment turned into a new energy in the room. People became more curious, more proud — even competitive in the best way.

From warm words to real change

The impact wasn’t just internal. The feedback we received from customers and end-customers was incredibly genuine. People didn’t just thank us — they expressed relief, gratitude, even joy.

“One person said: ‘Your help made me relax.’ That sticks with you,” Felix says.
“It reminded us there’s always a real person on the other side — and that what we do matters.”

What surprised us most wasn’t the feedback, but the ripple effect. Even outside the challenge, people began sharing praise more openly. Across teams, roles, and channels, the culture started to evolve.

Fun is not a distraction – it’s the fuel

“When people laugh together and feel safe, they work better,” says Felix.
“Fun at work isn’t a perk — it’s a source of energy.”

At Travel Support Europe, that philosophy runs deep. On the wall of our office are the words “We leave no one behind.” It’s not just a message for our customers — it’s a mindset that applies to everyone we work with, including our own colleagues.

The feedback challenge proved something important: you don’t always need new processes to raise quality. Sometimes, all it takes is reminding people that what they do makes a difference.

What we learned – and what others can take with them

Looking back, Felix sees one thing clearly:

“Real quality comes from people who enjoy what they do. When they feel appreciated, they naturally raise their own standards — not because they’re told to, but because they want to.”

For other companies curious to try something similar, his advice is simple:

• Keep it real. Set a standard that praise must be specific and meaningful.
• Keep it simple. No fancy tech required — just consistency and intention.
• Make it yours. Build something that fits your own team and culture.

We didn’t even tell the team about the 10% target — we just let the challenge unfold. The result? More pride, stronger bonds, and a team that walks a little taller.

More than a moment – a mindset

This wasn’t just a fun internal initiative. It became a visible reminder of the kind of company we want to be — and already are.

At Travel Support Europe, we believe that empathy, trust and recognition are more than soft values. They’re the foundation for sustainable, high-quality service — for our customers, our partners, and each other.

Because service isn’t just a process. It’s people helping people. And that’s something worth celebrating.