Our team provides specialised consultancy solutions aimed at optimizing your business performance and delivering measurable results.
Tour creation (or refresh)
Transform your visitor experience with an engaging tour, or a strategic refresh of your existing one. Bring consistency and high quality engagements, with a focus on principles of storytelling and theatrical direction. Consistent five-star tours delivered by well-trained teams.
Tour creation case study
After a multi-million pound renovation Rosebank Distillery - The King of the Lowlands - reopened in 2024 with a state of the art visitor center. We wrote and directed the Reawakening Tour, working the the entire team, adimssion, retail and visitor experience - to ensure a consistently brilliant exprerience for guests with storytelling and heritage at the heart of this unique distillery tour.
“It’s been a true pleasure to work with the wonderful team at Complete Works. Thank you again for all your support and inspiration”
Rossie Murray
Distillery Experience Manager - Rosebank Distillery
Tour creation case study
We were delighted to craft the longest, and most premium tour in our portfolio for the team at The Falkirk Wheel (TFW), run by Scottish Canals. The Behind the Wheel tour is a 2.5 hour behind-the-scenes look at the creation, engineering and maintenance of the Falkirk Wheel, its place in Falkirk and the Millenium Link project.
Complete Works took the vast information that existed from previous engineering tours, added to the content stories that would allow new audiences to connect with the product, adjusted the tone of voice, delivery style and interactivity and trained both Complete Works and Falkirk Wheel teams to enable guides (not engineers) to deliver a tour accurately, consistently and brilliantly for special groups of guests.
Behind the Wheel is a five-star tour on Trip Advisor. We are especially proud of it as it is a two-hour tour focusing on engineering. It was spotlighted as a success at the ASVA conference 2024 and has led to our continuing partnership with Scottish Canals working at the Kelpies Experience - creating, and training on the world-first high-ropes tour of the Head-Up Kelpie.
Trip Advisor rating of 5 Stars with 158 five-star-reviews out of 161 (three four-star).
Glen&Isobel with 251 contributions to Trip Advisor said: “We have done quite a few distillery tours around Scotland and I would rate this as the best.”
Moira N with 61 contributions to Trip Advisor said: “The tour was informative and entertaining. Our guide was a local man and it really came across how proud he was of the heritage of the place. It’s a good tour for locals and tourists alike. Highly recommend.”
We continue to support Ian Macleod Distillers and Rosebank Distillery with refresher training and further tour training for their sister brand - Edinburgh Gin
5 star tour for more than a year
Advice and support
Working across the industry, we understand current visitor expectations, industry trends and can provide advice and support as you deliver your next project.
Advice and support case study
With ambitious expansion plans comes a very real risk that the culture, attitudes and service standards could be compromised or diluted.
We worked with the Ian Macleod Distillers (IMD) group from 2022 to address this:
Crafting a visitor charter to sit across brand homes - creating service standards that celebrate the individuality of each distillery while providing consistent excellence.
Training every new-start and existing employee in these standards, so they can live and breathe the values
Training every tour guide, and retail team member in storytelling - to build communication confidence, connections and create lasting memories and bigger revenue.
We then built on this work by co-creating tours for both Rosebank and Edinburgh Gin distilleries. Writing the tour, creating delivery playbooks and training their guiding teams.
We are delighted that this relationship is ongoing as we continue to work with teams each year - keeping these skills current and updating as visitor expectations change.
Feasibility assessments
Validate your project’s potential with a focused feasibility assessment. Gain the critical insights needed to confirm project viability and inform a confident kickoff.
