Tom

Think about everything the customer experiences from the moment they meet you and ask yourself, “Would they tell a friend about this?” If not, it needs more work. We try very hard at this and many people we do meet do tell their friends but I am sure we could do better

Earlier this year I enrolled on a course with a very well known and successful company in London. The course was ‘How to deliver world-class customer service’  (right up our street I thought). With just days to go the course was cancelled due to the lack of businesses signing up. The local college were running…

We have had to replace a few boilers recently and thankfully at £2000 a go it isn’t something you want to do often. Inevitably the question arises about how long a combi boiler should last. It depends on the make, model, its use, its maintenance and servicing. The minimum expected lifespan of a combi boiler…

An almshouse is a private house which is used normally for the purpose of providing accommodation for older people who would pay no rent or a token amount. There are around 1,800 almshouse charities in the UK including here in Glastonbury which collectively provide accommodation for around 36,000 people. Do almspersons occupy the property as…

No rocket science, complicated algorithms or the need for a spreadsheet here is the formula for what customer experience really is: R – E = CE Reality – Expectations = Customer Experience If you can make reality exceed expectations you have a positive customer experience

So you have decided you want to be ‘the best’ but ‘the best’ at what? This is where many businesses get it so wrong. Winning businesses choose a ‘position’. They clearly target customer groups and aim to be ‘THE one’ for those customers. Too many businesses try to be all things to all people. They’re…

A great opportunity here for all you customer service revolutionaries. An article that appeared in the Harvard Business Review (6/07) titled “Companies and the Customers Who Hate Them,” talked about how companies need to create less company-centric and more customer-centric policies. If customer satisfaction creates loyalty, and loyalty produces profit, then why do so many…

If not why not? Here at Jungle Property we have started recording the colour of our customers eyes! Why would a business want to do that you may ask. This article by John DiJulius reminded me why.. FAB FIVE – I hate platitudes. Don’t tell your employees to be present or to make or exceed…

So many businesses I encounter have been designed by people inside the business for people inside the business. They open at times that suit themseleves not ncessarily what their customer’s want and they add steps to their processes that have no value for the customer. If only somebody would step outside the business and into…

Housing Minister Grant Shapps recently re-stated that it is not his intention to regulate the letting industry but instead wants to encourage responsible letting through the use of voluntary accreditation schemes for landlords and letting agents. Two new publications have been released this week that help prevent misunderstanding amongst landlords and tenants. Top tips for…