From these blog entries and if you follow us on twitter @abvtraining you will be able to clearly see where a lot of our passion lies, Great Customer Service. A lot of my time is spent facilitating workshops and training staff in the delivery of exceptional customer service. I am also lucky enough to undertake mystery guest visits to businesses, measuring and assess their levels of service. As a company abv Training believe we have some innovative and new ways of approaching what is a vital ingredient to be successful in any business today. It’s not uncommon to get responses from delegates and clients saying, “Well it’s just a load of common sense isn’t it” if this is true then why do many guests still have poor experiences? You don’t have to go far to hear them, again another reason why it is so vitally important that you get it right and make it a priority in any business.
However this is not really where I’m going with this entry. After a very productive day at our abv senior team meeting, (we have them every ¼ – another essential element of successful business) we headed out for a well-earned beer and something to eat. If I’m honest expectations were relatively reserved, we opted for convenience (pub next to hotel) rather than seeking out anything spectacular. Overall, ambiance and environment was fair, food quality was very mediocre (nothing spectacular) but the experience, excellent!! We encountered great staff. They were polite, knowledgeable, friendly, funny, interactive, well trained almost the perfect fit for the style of business and job they were doing. On reflection we realised whilst all their qualities contributed significantly to our experience, we as the customer also played a part, “ it takes two to tango?” That would be us, we were great customers!!
No matter how hard staff try, and believe me after our workshops and training they do, unless the customer is willing to have a good time and great experience then service can still often be considered poor. Customers definitely have their own role to play in Great Experiences and that night we saw it for ourselves, to the extent we considered our performance worthy of a tip in itself, ha, ha! So as I’m off to begin writing a “Being a Great Customer Workshop”, think about it. Next time you’re a customer play the part and see how your experience is.
It would be great to hear your views and comments, share your experiences with us. I’d love to hear them and follow us on twitter for ours @abvtraining