Benefits

Being a subscriber means being part of the UK’s leading business forum on service excellence. Whilst we predominantly work with entertainment, sport and hospitality, we are a broad church. We see the customer experience as total so in Manchester we work with the airport and taxi companies to help drive standards, in London we have worked on volunteer host programmes.

Expect a lot of benefits for your hard work;

• Improved customer loyalty
• Customer endorsement in a transparent world and on line rating systems have transformed how people are rating customer service
• Better brand reputation and on line transparency challenge means we have to be consistently good at service
• Increased customer spend and happy customers spend more
• Increased frequency of visits
• Lower long run marketing costs and word of mouth recommendation is the marketing channel of choice in the socially networked world.
• Lower staff turnover and confident, professional staff stay longer
• Less complaint handling and rework
• Better destination reputation for your city
• Better promotion prospects if the business is successful promotion opportunities are more likely
• Better recruitment profile and people want to work with you.

How we assist:

• We improve team performance through independent service checks
• We create a sense of belonging through our network meetings and e-zine
• We recognise your team at an individual level through our coveted star pin programme if they achieve 80% + performance against the agreed service check schedule.
• We provide actionable feedback through thorough service checks
• We make sure you are up to date by providing regular updates on best practice by monitoring key web sites world wide and posting resources in our resource centre on this site.
• We provide morale booster moments in the year through events and gatherings.

2010 Subscriber package

• Annual full on site service check with report back; score and narrative
• Recognition pins for the team if they score above 80% on the check
• Benchmarking to other UK service teams using similar standards
• 4 network meetings in the year for economic and service issues updates and local news

New for 2010

Free access for your front desk teams to the Concierge Roadshows.

• On-line web site support for the team and new for 2010 a new on-line resource centre from Feb 1 providing best practice and briefings.
• Network contacts across the city including Manchester Made it Easy
• Lobby impact on hospitality and service issues within the city e.g. taxi driver standards and hospitality skills development
• Belonging to Manchester's No 1 Service sector community.
• Influence on the wider skills issue: to help Manchester develop more skilled service staff, raise aspirations, create a professional standard within service roles, improve the image of front line roles and help raise morale and motivation for our subscribers
• Influence on the wider welcome issues for example through our on-line concierge service, what's on updates and new for 2010 our work with event venues.

All this for £1,195 + VAT.

Would you like us to help your team excel?

We have a select group of clients that we work with closely. They have gone on to win awards and gain recognition as well as improved profitability by working with us.

We work with your team to help them develop clear set of expectations for the total customer journey. Having established that detailed view we work with you team to help them implement incremental and persistent improvement. The result is improved profitability, high morale, higher levels of motivation and greater productivity.