BESPOKE CONSULTANCY
Open the door to your business for us and we will work hard to make sure your doors stay open well into the future; welcoming loyal guests who make your business thrive.
A dedicated consultant will meet with you to assess and understand your needs; they will determine how we can make a valuable difference to your bottom line. We walk through the customers journey with you examining the trip hazards and wins to give you an in depth honest evaluation of your service.
This begins with a ‘secret shopping’ assessment involving an overnight stay in your hotel, a meal in your restaurant or a holiday service delivered by your organisation. This will enable us to report our recommendations and produce a plan of action that can be delivered within the team or by us.
Your consultant will work closely alongside your management and delivery teams, developing them through training and coaching and giving you the tools to evaluate and build on your success.
WHY USE US?
A guest-centric business is by definition a more successful business.
Customer-centric. Def:
Creating a positive consumer experience at the point of sale and post-sale.
A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.
http://www.businessdictionary.com/definition/customer-centric.html#ixzz40vy3kACb
Getting everyone within your organization on the same page isn’t so simple. It requires common insights so that various functions see the customer, the market dynamic, and their overall response through a similar lens. Strong alignment accelerates success. Poor alignment creates confusion, delays, and competitive risk.
Working through your customer journey and business assessment will highlight what your customers value the most. It will give you the tools to be more efficient and effective in attracting and serving them.
Good customer services also leads to a motivated and productive team, greater staff retention and a reduction on training needs.
WHO IS THE SERVICE FOR?
If you are a restaurateur, hotelier or holiday business owner we can help take an objective view to improve your business.
If things are blurry, change your focus. Sometimes, it takes a shift in perspective to help you see even the most familiar in a new light
Your service will stand out as the best; it will be dynamic to market trends and evolve with your guests, who will be happy and loyal.
HOW MUCH WILL IT COST?
We offer three packages, each tailored to your needs.
- Hospitality Health Check – For business that want to understand where they sit in the market, assess their services and make steps toward change.
- Assessment
- Vital Signs – Customer Journey Analysis
- Report and Recommendations
- ½ day Customer Service training
- Monthly news & business updates.
prices start from £2200 + vat
- Hospitality Prep – For businesses that need to train and develop their staff quickly and effectively, ready to deliver high quality service for the peak holiday season.
- Assessment
- Vital Signs – Customer Journey Analysis
- Report and Recommendations
- 1 full day Customer Service training for management
- 1 full day Customer Service training for staff
- Training manual outline
- Monthly news & business updates
prices start from £4000 + vat
“If you look after your staff, they’ll look after your customers. It’s that simple.” Richard Branson, Virgin.
- For businesses that want to improve operations and develop staff to ensure their business success.
- Assessment
- Vital Signs – Customer Journey Analysis
- Operational and Marketing Analysis
- Report and Recommendations
- 2 full day Customer Service training for management
- 1 full day Customer Service training for staff
- Secret Shopper Assessments
- Monthly news & business updates
prices start from £6500 + vat
Monthly retainer and additional services charged at a day rate of £350 + vat.