By Kathryn Winfield, sales manager for BMA House
Customer service is not just for Christmas but should be at the heart of what we do in events year round. It is the people behind the venue that define our clients experience and sets us apart from our competitors.
At BMA House we have our own set of Hallmarks to ensure we don’t become complacent. We want to deliver events of excellent standards at all times.My bible for successful customer service still applies:
Treat people as you expect to be treated – A very simple rule but you would be surprised how often it is broken – especially outside the Christmas period. I stay in touch with my clients a few times a year and keep them updated with the latest venue news.
Face to face – Always invest time in meeting clients in both formal and informal environments. Meeting for a coffee outside the workspace is a nice way to get to know people better and build some common ground for future conversations.
Personalise your service – The buzzword for hospitality in 2016 is ‘personalisation’. Once you get to know your client’s likes and dislikes, you can tailor your service accordingly. Having one main point of contact throughout their event planning journey is always better than ten different people.
Keep promises: Work to a brief and deliver what has been agreed. Don’t over promise and you won’t end up with a grumpy client! Provide consistent customer service throughout the year and you are much more likely to gain recommendations. We work very hard on achieving high recommendation scores on our BDRC feedback. This year we have had over 75% people rating us highly for likelihood to recommend!
Follow these rules and you will be sure to enjoy better relationships, successful events, happier clients and more recommendations.