When my husband and I look back to when we first took over the management of Newbarn Farm, we realise just how much we have enhanced our customers experience here. This is not just by improving the appearance of the property inside and out, considered to be an obvious by us but also by looking that little bit deeper into the way that all that needs to be accomplished within the working day, and the recognition by the Newbarn Farm team that the customers expectation is paramount to success and that this success is governed by the face of Newbarn Farm.
Richard and I have made some comprehensive changes, such as a very useful Information Book for the cottages, Guest Questionnaires, a much improved booking system, informative stylish brochures teamed with colourful corporate stationery and the list goes on. All intended not just to upgrade the cottages but to enhance the customer experience. Much of this was in the pipeline when Richard participated in ‘The S Factor – World Class Service’ project. Small but effective changes took place thereafter which made a difference.
We collated not only the Party name for each cottage for our ‘Saturday changeover list’ but also first names plus ages of children together with the registration of cars, so as a car drives up the driveway we are immediately able to tally the two. On welcoming these guests we can then greet them by name and include the children; ‘so you must be Amelia (aged 3) .....’ Taking this further we printed up welcoming cards with beautiful natural images taken on site – in these we can welcome each individual by name, something all young children love – almost magical, as if the Newbarn fairies write in them overnight!
We have Visitor Books which we encourage our guests to write about their stay at Newbarn Farm and indeed South Devon, anything actually. The Guest Questionnaires are not printed and updated just for effect – if something is wrong we act upon it – not later – but now. We had one last year who ticked the box for ‘service’ and ‘staff’ as poor with a foot note stating that this was for the fishing and a further comment ‘Getting information out of the boys at the fish hut was like pulling teeth’. Not long after we held a much needed Staff Meeting not to reprimand the Staff but to lead the way in Customer Service and to encourage them to understand why we/they are here in these roles. Sample testimonials from the Visitor Books were read out all with excellent reference to Richard and Catherine but not one could be found applauding a member of our staff. We explained that although we manage the business it is actually normally the staff who act as frontline, are seen and interact with the paying guests in the flesh far more than us and are therefore indeed the face of Newbarn Farm.
Literally one week later, Jonny who had been awarded the ‘Employee of the Year’ accolade (introduced as a new incentive for motivation and confidence at the meeting) was left a £10 tip from an impressed Angler suffering from arthritic hands – Jonny helped him throughout his stay setting up. Slowly good and some excellent comments started filtering in from our guests and day tickets about members of our team.
Jonny, 15 (works school holidays and weekends) sat in for ‘The S Factor – World Class Service’ this August, although a little shy he took it all in and commented that he found the forum very useful. For Jonny being aware of peoples body language is paramount and feels that he has learnt to use his to portray a friendly and approachable nature making our guests feel welcome and looked after. He has also endeavoured to take customer service that little bit further with regulars at the waters’ edge – getting to know a little more about them, friends, families - engaging in relevant conversation – making them feel special.
Darren our Angling Manager attended the S Factor course back in May – he immediately felt more confident when talking to guests and felt far more at ease when asked about local places of interest, being from Brixham he knows the area well and was unaware that suggesting ‘what to do’ could add so much more value to the customer holiday. He states that he feels he can really make a difference by ‘Making their stay a lot more enjoyable by providing them with 5 STAR treatment’.
Our cleaning staff joined Jonny in August for the S Factor forum and although they felt it was not really for them as rarely do they have contact with our guests, they have said ‘Now we have seen how others here work and understand their roles it makes us work together as a team and the course helped us to understand the customer needs’
And what a difference in some of the comments we have seen in our visitor books 18/08/2007, ‘Beautiful Cottage. Beautiful Location. Beautiful people’.
29/09/2007, ‘Thank you Catherine & Richard & all the staff for their smiles & friendliness. See you all next year. Roll on 2008’. 13/10/2007, ‘A super cottage very well equipped far better than expected, must be one of the best locations. A genuine warm welcome from all the staff. What more could anyone ask?’
28/08/2007, ‘I really like it here and the weather is great, the fishing is really good and I really like the trampoline and Badgers Holt, I had fishing lessons. Darren and Jonny taught me and all the staff are really friendly’ Tom aged 10.
We still have so many more projects in the pipeline, but most importantly we know that our staff are beginning to believe that they can make a difference just by sporting a smile, being friendly and thinking a little more about what they do and indeed why they are doing it. And with a good percentage more of repeat business coming in for next year we must be doing something right!'
With such an accolade and our continued efforts to strive for further excellence we here at Newbarn Farm believe that we have earned the right to be able to say that we are probably the best loacation in South Devon for the following:
Fishing in Devon
Devon Fishing Holiday
Fishing Holidays Devon
Holiday Cottages & Fishing
Self-catering Cottage & Fishing
No comments:
Post a Comment