www.customercareprogram.com.au
NO SMALL ACHIEVEMENT Four local customer care endorsed businesses tell us about recent changes or improvements they have made to their business in the pursuit of providing excellence in customer service. Recognising the obstacle and challenges and then finding a suitable solution to help their customers is no small achievement. eir efforts and showcase them to you here. So, we congratulate them on their
PORT DAY SPA
ROSEWOOD ENVIRONMENTAL NMENTAL SERVICES
Obstacle: the ability for clients to
Obstacle: many property owners are not ot
schedule appointments while all therapists were in treatment or a err spa hours. Being a fast paced spa, there are times when it’s impossible to answer every phone call. Although w we e have an answering service and are v very ery y prompt in returning calls, I felt this wa wasn’t asn’t n enough.
aware of the issues regarding regulatory ry requirements for their Development & Building Applications, or general obligations and opportunities with regard ard to on-site wastewater treatment systems. ms.
Challenge: finding a solution that would ould ou ld be effective and easy to use. It wasn’t n’tt practical to have a therapist standing ng by the phone all day, as this would me mea mean ea an taking less clientele bookings. Solution: online booking! With most now using the internet and being able blle to access it anywhere, at any time day ay y or night, this tool has certainly been a success. It’s simple to use and can be accessed via our newly updated website bs te bsi e or Facebook page. Clients can select ctt what type of treatment they wish to hav have, e what time they’re available, and even n their preferred therapist.
www.portdayspa.com.au
Challenge: supplying our clients with all the information and options necessary for them to make the best possible choices s based on their lifestyle, finances and principles. Solution: providing a high degree of personalised service, spending time on-site with the client to develop a customised solution to suit their individual dual circumstances. With our long term local knowledge and d experience, we are able to guide our clients through the regulatory maze, while hile also, where possible, returning control and involvement in the decision making g process.
u www.rosewoodenvironmental.com.au
EAST PORT VETERINARY RY H HOSPITAL O S P I TA L
ROSE’S VINEYARD
Obstacle: to ensure we were successfully
Obstacle: with the opening of our cellar
delivering on the commitment made to the public in our mission statement to ‘Exceed expectations ...’
door in 2008, we made the conscious decision to have the RTA place tourism signs on the Pacific Highway to increase visitation numbers. The RTA asks that certain criteria is met to ensure only suitable venues are signposted, and adhering to these can be quite onerous.
Challenge: to identify what it was our clients really wanted from us. What were the things we did well and what not so well.. If we knew what the issues were, then we could resolve them.
Solution: to convene a ‘Client Advisory Board’. Thirty clients, representing a cross section of our clientele, were invited to participate in a focus group. The night was facilitated by Australia’s leading Veterinary Management consultant, Dr Diederik Gelderman. An action plan was developed and executed based on the results of this in-depth survey, to ensure we deliver complete satisfaction.
www.eastportvet.com 46 greater port macquarie focus.
Challenge: these criteria require that what is offered is a tourism experience, rather than just a wine tasting one. To do that, it is required that information is provided on the winery itself and the way the grapes are grown and handled. There should be displays and wine tasting notes.
Solution: we improved our displays and information, to provide a more complete experience for our visitors, and we planted a small vineyard right next to the cellar door, where it is possible to take visitors and show them not only the grapes we grow, but how the differences in bunches and leaves impact on their suitability for growing in the Hastings.
www.rosesvineyard.com