Come on People! Up Your Customer Services Game - You will Love It!!

I had to put pen to paper, or at least finger tips to keyboard, on this one.   Over the last few weeks I have increasingly noticed the wide gap between those that provide a good a customer experience and those that don't - and I just dont get why anyone wouldn't!?

Smile over the Smelly Fish and Chips  
OK, so I am in the customer services industry and have been for most of life.  I still don't get why it doesn't come naturally to be polite and friendly.  Its far more fun.  One of my first jobs was working in a chip shop when at School.  Even as young School girls working in a smelly and greasy environment, my colleague Kirsty and I made the most of our job.  We had fun and quickly noticed it rubbed off on the customers.  They liked to joke and laugh with us as we had races to see which of us could wrap the chips the quickest.   They would tell us about their days and we would smile and listen and cheer them up.  That was our job.  People would queue up to have our fish and chips.  I certainly don't think they were the best in town, but we made the experience pleasurable.

Hotels - where do I start!
Part of my role involves a lot of travel.  The best thing that happened to the hotel and leisure industry is TripAdvisor.   This site puts them on the radar.  Every customer that walks through their doors could make or break them.   Hang on though, why do so many hotels not think about that.  I recently stayed at one of Dublin's grandest and oldest hotels.  It used to be the place to go.  The building is still grand.  Communal areas such as the reception and coffee lounge ooze money of long gone days, decadence and somewhere special to be.  Although some bedrooms are still a little 'tired', many rooms have been recently renovated to a good standard.  This hotel is just a few tweaks from being as grand as it once was.  Then why can you book a room there for as little as EUR55?  I believe it has to be down to customer services.  OK, yes they need a good gym or spa and have opted to inconvenience customers by telling them to go across the road to one that you have to pay EUR10 per day for, that is annoying. However, the worst thing any hotel can do is ignore its customers.  I was working there and so on several occasions over the 4 days I was there I ventured in the bar or coffee lounge for a break.  On all occasions I sat their waiting and trying patiently to gain staff attention.  Sometimes I just go up and walked away after 45 minutes of no service.  On the couple of times I did get served, the staff seemed to be in hurry to get away.  If there was more than one in my group, they would take an order from one and rush off without checking if anyone else needed anything.   Rubbish with a capital 'R'.   The staff did not look happy to be there and to be quite frank, it did not make me want to be there, or go back.

In reverse to that, I was in South Africa on business and stayed at the lovely Beverly Hills Hotel in Durban.  Nothing was too much for the staff.  Even though it is a large hotel, from check in to check out, they took time to ask me about my stay, what I needed and delivered.  They remembered who I was and would great me by name and always a smile.  I had guests turn up and they would show them to where I was meeting them in person.  If I asked directions to go somewhere they would take me.  Nothing was too much.   Would I be back?  Like a shot and as you can see from Trip Advisor I might be fighting for a room, people love them so much.

Great Customer Services Debenhams - I will be back!   
Today I visited Debenhams - the staff were friendly, in each department they would ask if I need assistance, without being pushy.  They showed me around the shop, telling me they have other sizes- even in the sales shoes.  I walked out with 5 pairs having gone in for 1.  On returning to the office I found out I had left my smart phone (i.e. my life) somewhere and quickly retraced my steps.  First 2 two places said they didn't have it, but didn't make much of an effort to help, offer to take my number should it turn up or give me the impression they cared.  Debenhams were amazing.  The lady in the shoe department dropped what she was doing to take me to another lady who could radio to lost property.  Lost property had already had a call and could tell me immediately which department it was in.  The care they showed was amazing.  I would not hesitate to go back and have already told several people, including writing this blog.

Last week alone 8675 people in Britain have decided to start a new business
Look at Start up Britain's web site, at time of writing they have said that in the last week alone 8675 people in Britain have decided to start a new business.  That's just Britain, we are competing in a worldwide market now.  With so many new businesses starting up every day we have to stand out to survive.   My recent experience of web development companies has really highlighted just how bad it can get.  I mean, how many web development companies are there out there?  I get at least 5 approaches a day and they are just those that get past the gatekeeper or spam.  I can not believe how many have fired a quote to me before I have even told them what I am looking for.  Before they have worked out what issues I have had in the past so they can sell back a solution.   Who seem to have the attitude of take it or leave it.   I have received quotes ranging from £300 to £30,000, but not even given anyone a brief yet!   I might just start a wager on which will still be here in a year..

It takes around 43 muscles to frown, but only 17 muscles to smile...
Customers have a choice of where they go and will vote with their feet.... Make sure they choose you and do not become a failed business statistic!  Honestly, you will have move fun being nice.  As a good friend always says 'Its Nice To be Nice!'....

Written By Abigail Stevens, Managing Director, Think Global Recruitment

Out of South Africa!!

It is amazing how a whirlwind business trip of 6 days can still feel like a great break!  

On the 8^th October, three of the Think Global Recruitment team, Alistair, Calum and myself, boarded an overnight flight to Johannesburg, just a little excited about the people we were about to meet and a wee treat my PA Lara had organised for us on the last day.  We were so right to have been.

After a 1 hour flight Edinburgh to London and 11 hour flight London to Johannesburg, with Virgin Atlantic, we arrived!  On arriving in Johannesburg airport we were met by a driver who whisked us off the Radisson Blu hotel in Sandton, the business district of Johannesburg. The hotel we stayed at was great for business, clean, modern with WiFi throughout.  They also had suites, which with a partition, can double up as a bedroom and meeting room. Of course, we also liked the pool by reception that you could sneak to for a coffee or bite to eat between appointments. 

We met with a few accountants on the day of arrival (Thursday), including two that we had assisted who had just received job offers to move to the UK.  It was great to be able to meet them in person after phone and Skype conversations leading up to then. 

Early evening and we headed across to Nelson Mandela Square to The Butcher Shop restaurant.   Wow! Wow! Wow!    All three of us had 2 courses, bread and a sausage dip, the best steak we had ever eaten, an amazing bottle of wine and some beers and it came to less than £50.   The atmosphere and service were also great.

The next morning, Alistair headed back to the airport and took a British Airways flight to Cape Town, I took one to Durban, leaving Calum in Johannesburg to meet with accountants seeking an international move over the next three days. Again, I was met at the airport again by a driver and this time driven to the The Beverly Hills Hotel.   Now this hotel is fantastic!   The people that work there would bend over backwards to look after you.  From check in to check out.    I was allocated a suite that had two balconies looking out to sea, a large lounge, lovely bathroom and walk in wardrobe.  I could see, although having a pretty busy schedule, I was at least going to be doing it in fabulous surroundings. 

After one meeting on the Friday afternoon, I was lucky enough to have two good friends join me for dinner.   Lesley and Mark, whom I know from Sydney and now live in Vietnam, were visiting Lesley’s parents in Durban and then getting married in Cape Town.  What great timing!  We visited the very famous Light House Bar at the Oyster Box next to the Beverly Hills to catch up.   Lovely to see them.

The next two morning’s, I had a walk on the beach, brief workout in the gym and then lovely early breakfast on the veranda overlooking the pool and out to sea.  I then headed back to my room for a full day of meeting South African trained Chartered Accountants seeking an international move.    The meetings were great.  Everyone showed up, most early and all were keen and eager to venture out there.  Everyone had a variety of different destinations on their minds, but the one thing they had in common was a genuine desire to gain international experience, both to Improve their Lives and their Careers.   After 18 years of assisting accountants to secure a new position overseas, I still enjoy every meeting of this nature.  

On Monday morning, after meeting with around 60 Chartered Accountants, the three of us reconvened back in Johannesburg – for our treat prior to boarding our international flight!   A visit to the LionPark!   Wow again!  We had a fantastic time seeing Lions and Leopards and so many wildcats up close.  Stroking a Giraffe and a pack of Lion Cubs… Yes I said ‘Stroking a pack of lion cubs’!   The best way to end our trip and spend an afternoon before a long haul flight.

South Africa – we will be back!

Abigail Stevens

International Recruitment Expert

Managing Director of Think Global Recruitment