Hotel and training centre, Melksham, Wiltshire
High quality accommodation for course delegates, business travellers and the leisure visitor too.

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Python, Lua and Tcl - public course schedule [here]
Private courses on your site - see [here]
Please ask about maintenance training for Perl, PHP, Java, C, C++, Ruby, MySQL and Linux / Tomcat systems

Phone System reconfiguration 11.1.2018 to 26.1.2018 - we are on email but incoming landline not available. Temp number 0797 4 925928
 
Customer feedback - lifeblood of a business

I'm going to share here a forum posting I just made in an obscure corner of the net concerning customer feedback, where a cynical poster (he may have been right to be cynical) was worried that his inputs were not being taken seriously. "But that doesn't mean it will do anything about them" he wrote.

My comment ....

True. Looking wider (beyond [company name]) I have come across a number of organstaions looking for customer feedback and consultation inputs over time. The range from the "crocodile tears" of "We didn't really want your input - but thank you". Through the "We have noted this and are sorry" which - sometimes - people just want to blow off. And - it seems all too rare - "Good idea, we'll do that".

I run a business. I solicit customer feedback - and I solicit constructive criticism.

Most of the reviews we get of our hotel and our training courses are positive - so positive that we call them "Torvill and Dean"s and they give a warm and fuzzy feeling, put a spring in the step and motivate. But they do NOT help us step forward; they give us nothing to work on.

Reviews that say "have you thought of doing xxx" are great - MUCH more useful. But very rarely do they give us new ideas; chances are that we have already heard in a number of times before, and that we have probably taken a careful look at the idea. Sometimes it will just be impractical. Other times it would cost too much. On further occasions we don't have the resources, or doing "xxx" would mean we would have to stop doing "yyy" and upset far more people. And yet ... frustrating thought it might be for contributors, and much though they might feel they're not being taken seriously ... this input is so valuable. We can and do pick up on fresh good ideas. We do continue to review based on the weight of various requests and a changing balance and market can lead to a change in what we do.

When I was running the technical end of a software company, writing standard software for multiple customers, we had what I called a "WIBNIF" list - "Wouldn't it be nice if". And onto that list we added ideas that came from ourselves and our customers. For sure, some things got deleted quite quickly but ongoing it formed a major reservoir of forward looking thoughts for each new release - not only allowing us to plan the next release, but also to look multiple releases ahead and not put something in place that closed doors that clearly were required to open in a year or two's time. I have always been very impressed by the [company name] communications systems - they seem to all speak from the same hymn sheet (or word processor?) and I would be suprised if they didn't have a WIBNIF list too.

Do we have a "WIBNIF" at Well House Consultants? Well - we keep ALL course reviews on file, and we enter them electronically as a valuable source of marketing. And we do look back at them. We do not - at the present time - have a specific "WIBNIF" list condensed from them and updated based on our own inside knowledge and judgement too - but that's more of a question of how we store that data rather than whether we collect it at all.
(written 2007-08-25, updated 2009-08-31)

 
Associated topics are indexed as below, or enter http://melksh.am/nnnn for individual articles
G501 - Well House Consultants - Customer Service
  [4232] Not wanted here - hotel guests who will not be happy - (2013-12-30)
  [4078] Train works for me! - (2013-05-02)
  [4077] Palty or Parliamentary? - (2013-04-30)
  [3835] The Information age - not yet truly with us? - (2012-08-12)
  [3808] Can you put names to faces? - (2012-07-19)
  [3378] New product - ensuring that supply matches demand - (2011-08-03)
  [3294] It's not just about the jam in the sandwich - (2011-05-19)
  [3271] The importance of feedback - (2011-04-30)
  [3103] Thank you - and Happy Christmas - (2010-12-24)
  [3073] Customer Service - the boundary - (2010-11-27)
  [2961] Initial handling of phone calls and walk in visitors - (2010-09-19)
  [2880] Getting in touch - Please allow me to see you when you are online - (2010-07-21)
  [2650] Getting a phone line changed ... - (2010-02-25)
  [2530] Taking a knock over Santa - (2009-12-08)
  [2258] Questions I have been asked on answering the phone - (2009-06-26)
  [2236] Alumni - revisiting and supporting the old University - (2009-06-13)
  [2124] Building down expectations - (2009-04-09)
  [2102] What do people think of our Apache httpd / Tomcat course? - (2009-03-24)
  [2049] Why Choose Well House Consultants for your course? - (2009-02-20)
  [2015] Service Excellence Awards - (2009-01-30)
  [1991] Rules for a King - (2009-01-13)
  [1985] Learning to program as a part of your job - (2009-01-10)
  [1835] 23:30 bookings and midnight checkins - (2008-10-12)
  [1637] Providing exceptional service - and carrying on doing so. - (2008-05-09)
  [1606] Sheep Shearers, Marathon Runners and Ocean Sailors - (2008-04-09)
  [1516] Pictures you can use - for free - from our library - (2008-01-23)
  [1446] An answer to a student asking 'Help' - (2007-11-27)
  [1434] Market survey - to learn, to prove a point, or to sell your product? - (2007-11-17)
  [1262] Keep in touch with PHP, Perl, Python and old friends too - (2007-07-09)
  [1046] Bounce, bounce, bounce - (2007-01-20)
  [1007] Friends and family - (2006-12-25)
  [966] CSL, KISS and RTFM - (2006-12-05)
  [961] Products that our customers want more of - (2006-12-03)
  [944] Just ******* Google it - (2006-11-25)
  [852] Eventful evening - a lesson in looking after contacts - (2006-09-02)
  [841] Forum help - a push in the right direction - (2006-08-21)
  [725] Better communication - (2006-05-19)
  [717] A customer service company - (2006-05-11)
  [650] A person of few words - (2006-03-18)
  [628] Active Learning - (2006-02-28)
  [621] And the staff put the icing on the cake - (2006-02-23)
  [609] Been on a course, but still not got it? - (2006-02-16)
  [569] Instructions for bright people - (2006-01-19)
  [566] May all your screw-ups be big ones - (2006-01-16)
  [552] Keeping Customers Informed - (2006-01-02)
  [482] Different ways of selling - (2005-11-01)
  [440] Upgrade! - (2005-09-09)
  [393] Trainer answers phone - (2005-07-28)
  [350] Want to be one better - (2005-06-17)
  [327] How far should our support go - (2005-05-28)
  [265] Business practise, 2005 style - (2005-04-03)
  [233] Giving customers best value - (2005-03-02)
  [195] Customer service - examples to warn us - (2005-01-30)
  [189] Tuesdays and Fridays - (2005-01-25)
  [150] Confession - (2004-12-13)
  [126] Feedback shows the tip of an iceberg - (2004-11-22)
  [91] On line every 24 hours - (2004-10-17)
  [72] On Customer Service - (2004-10-03)

G502 - Well House Consultants - Business Practice
  [4520] No cold sales calls please - but delighted to hear from others! - (2015-09-29)
  [4415] Buffet review - taking the price into account - (2015-02-05)
  [4293] Certification - (2014-09-15)
  [4107] Snog, Marry, Avoid - (2013-05-31)
  [3755] Cruising on the Mersey Ferry? - (2012-06-07)
  [3750] Matching opening hours to when customers can come in and buy - (2012-06-04)
  [3665] Will will smile? - (2012-03-22)
  [3613] Keeping Business Local. But is that realistic? - (2012-02-13)
  [3506] Cold call contacts - preference services and turning off spam sales approaches - (2011-11-03)
  [3333] Honesty and a friendly welcome goes a long way - (2011-06-25)
  [3157] A new monopoly on the ferry to Northern Ireland - (2011-02-04)
  [2966] Cheap Country Hotel in Melksham, Wiltshire? - (2010-09-21)
  [2936] The service that customers should receive - (2010-08-27)
  [2821] Chancellor George Osborne inspires Perl Program - (2010-06-22)
  [2788] Cost of Sales - (2010-06-01)
  [2598] An excuse for making a sales call - (2010-01-26)
  [2465] Melksham Town - asleep or awake? - (2009-10-21)
  [2331] Certification Revisted - Lua - (2009-08-09)
  [2283] Everyone is in the customer relations business - (2009-07-12)
  [2190] How you are (re)presented at an exhibition - (2009-05-19)
  [2187] Are we IITT (Institute of IT Training) members? - (2009-05-17)
  [2161] Get it right ... if it goes wrong, it takes so much effort to sort out! - (2009-05-08)
  [2126] Weeding out old phone numbers - (2009-04-11)
  [2122] Commission Creep - (2009-04-08)
  [2044] Please Trouble me - (2009-02-16)
  [1913] Alastair Darling helps make paperwork and confusion - (2008-11-30)
  [1855] Volunteer v Employee - a skewed balance? (FSB) - (2008-10-25)
  [1713] Ways to accept credit cards - or not! - (2008-07-19)
  [1626] Early May - a short chance to regroup and improve - (2008-05-01)
  [1485] Copyright and theft of images, bandwidth and members. - (2007-12-26)
  [1453] What makes our courses special? - (2007-12-02)
  [1394] Business to Business Networking - North and West Wilts / Melksham - (2007-10-17)
  [1373] New Month, New Quarter, New Laws - (2007-10-01)
  [1342] Google, wwmdirectory, Freshwater, ATP - new scam? - (2007-09-09)
  [1263] 0800 043 8225 - a new phone number for Well House - (2007-07-10)
  [1260] An inspirational business talk from one of our prospective MPs - (2007-07-06)
  [1243] Heavy duty hole punch - (2007-06-24)
  [1165] Extended Credit request - train in June and be paid in September - (2007-04-27)
  [1157] Speed Networking - a great evening and how we arranged it - (2007-04-21)
  [1133] B-2-B Networking, 20th April. Useful for YOUR business? - (2007-04-03)
  [1084] Writing terms and conditions for conferences and other events - (2007-02-17)
  [1057] Selling by phone and Skype - our policy - (2007-01-30)
  [906] A commitment we won't be making - (2006-10-27)
  [883] Age discrimination law - (2006-10-01)
  [869] UNABLE TO ATTEND - (2006-09-16)
  [849] Staff Meeting - (2006-08-30)
  [808] Sales call - (2006-07-19)
  [766] Discounts and approved supplier lists - (2006-06-17)
  [664] Ruby course - oops - it's not happening - (2006-04-01)
  [652] Morning Post - (2006-03-20)
  [626] Not just a pretty face to answer the phone. - (2006-02-26)
  [536] Cancellations and penalties - (2005-12-21)
  [491] Being atypical is typical - (2005-11-10)
  [487] On line course booking - credit card protection - (2005-11-06)
  [467] Tell them three times - (2005-10-17)
  [457] Do the work and take the risk - a PHP contract to avoid - (2005-10-06)
  [438] Fair system for travel and accommodation expenses - (2005-09-07)
  [399] simplicity hides real size - (2005-07-31)
  [321] Sales - the alternative close - (2005-05-23)
  [297] A reminder that the customer is King - (2005-05-01)
  [226] Growing our systems - (2005-02-24)
  [217] Use of time - (2005-02-16)
  [211] Look after your staff and they'll look after you. AOL. - (2005-02-12)
  [200] Tips for the top - (2005-02-03)
  [188] Pink elephant and appreciation - (2005-01-24)
  [180] Skunk works - (2005-01-17)
  [157] Automatic service upgrades - (2004-12-19)
  [137] Certification schemes - (2004-12-02)
  [129] Trawling our site to prevent student copying - (2004-11-24)
  [125] Staff theft - (2004-11-21)
  [121] Fair and Simple - (2004-11-17)
  [108] A typical morning - (2004-11-03)
  [95] Five red flags - (2004-10-21)
  [88] Getting the right level of trainer - (2004-10-14)
  [77] Telephone systems - (2004-10-07)
  [68] Get the strategy worked out and the tactics just fall into place. - (2004-09-30)
  [27] Sales technique - (2004-08-25)
  [15] 90 to 10 or 80 to 20 rule - (2004-08-15)

G999 - Well House Consultants - Keynote
  [4588] What teach you in a week stays with you for a decade - (2015-11-29)
  [3164] Brown - or Mrs Sally Brown, accountant from Whitstable? - (2011-02-10)
  [2537] Faster network, but not faster browsing until ... - (2009-12-14)
  [2483] Clustering on Tomcat - (2009-10-30)
  [2384] Looking ahead to the Autumn season of training and accommodation - (2009-08-28)
  [2326] Learn a new programming language this summer. - (2009-08-06)
  [2228] Where do I start when writing a program? - (2009-06-11)
  [2216] Past Delegate Offer - Summer Holiday / Weekend Break - (2009-06-03)
  [2144] Looking for a career change - Physician to Web Site Designer - (2009-04-28)
  [1975] Well House Manor Hotel - on plan for 2009 business guests - (2009-01-03)
  [1955] How to avoid duplicating web page maintainance - (2008-12-20)
  [1929] 2009 - Hotel, Meeting, Training Course prices - (2008-12-07)
  [1859] Wiltshire at dawn - the tourist trail - (2008-10-29)
  [1857] November and December Public Course Schedule - (2008-10-27)
  [1773] The Longest Possible Day - (2008-08-26)
  [1748] Hotel room prices - Melksham, Wiltshire - (2008-08-11)
  [1676] A warm welcome for visitors from the USA - (2008-06-14)
  [1615] PHP training courses every month - (2008-04-18)
  [1555] Advanced Python, Perl, PHP and Tcl training courses / classes - (2008-02-25)
  [1492] Well House Consultants Training and Hotel - 2008 news - (2008-01-01)
  [1481] The Christmas Letter - (2007-12-22)
  [1414] What we teach - expained for the non-technical - (2007-10-28)
  [1317] 2008 course schedule - Perl, Python, PHP, Linux, Java Deployment, Ruby and more - (2007-08-23)
  [1245] Ensuring that our tutor answers YOUR questions - (2007-06-25)
  [1161] A contrast in room rates and facilities - (2007-04-25)
  [1079] Wilts and Berks - two conference / training rooms in Melksham - (2007-02-14)
  [929] Presenting Melksham - for a weekend away in Wiltshire - (2006-11-17)
  [898] Courses at Well House Manor - (2006-10-19)
  [890] Open - (2006-10-09)
  [845] Course scheduling and Geekmas - are they traditions yet? - (2006-08-26)
  [774] Bed and Breakfast, or Hotel? - (2006-06-22)
  [695] In the hospitality business - (2006-04-23)
  [549] 2005 - Come as a student, leave as a friend - (2005-12-31)
  [464] Technical Loneliness - (2005-10-14)
  [452] Is enough enough? - (2005-09-27)
  [428] Swindon - Chippenham - Melksham - Trowbridge - Westbury train service - (2005-08-29)
  [419] Most popular courses - (2005-08-19)
  [360] Spring turns to Summer - (2005-06-26)
  [295] Pricing strategy - simple and fair - (2005-04-29)
  [225] 10 years and counting - (2005-02-23)
  [164] Well House Consultants - review of 2004 - (2004-12-31)

M300 - Well House Manor - Behind the scenes
  [4365] The changing face of Christmas - (2014-12-26)
  [4302] Sunday is never quiet at Well House Manor - (2014-09-21)
  [3961] Well House Staff Party - (2012-12-22)
  [3844] Rooms ready for guests - each time, every time, thanks to good system design - (2012-08-20)
  [3743] Sunday - no longer a day of rest - (2012-05-28)
  [3093] How many toilet rolls - hotel inventory and useage - (2010-12-18)
  [2960] The Well House team - September 2010 - (2010-09-19)
  [2916] Testing the robustness of our hotel and training systems - holiday and sickness times - (2010-08-11)
  [2910] Robust - testing the system - (2010-08-09)
  [2396] Easing off in our 50s? - (2009-09-06)
  [2247] A day in the life of a hotelier - (2009-06-18)
  [2125] We have lost a regular business guest - (2009-04-10)
  [1973] Required Request - (2009-01-03)
  [1957] Why are cooks bad tempered? - (2008-12-22)
  [1948] Blame Culture - (2008-12-17)
  [1904] Ruby, Perl, Linux, MySQL - some training notes - (2008-11-23)
  [1900] Table Topics - (2008-11-22)
  [1854] Three Seasonal Pictures - (2008-10-25)
  [1571] Await guests in the early hours - (2008-03-12)
  [1520] Terms and Conditions - Hotel, England - plain English - (2008-01-26)
  [1515] Keeping staff up to date on hotel room status - (2008-01-22)
  [1490] Software to record day to day events and keep an action list - (2007-12-31)
  [1441] On cancellations, rebooking, and pricing schemes - (2007-11-22)
  [1371] Hotel in Melksham at Christmas - (2007-09-29)
  [1369] One business, four different angles! - (2007-09-28)
  [1311] What do people look for on a hotel web site? - (2007-08-20)
  [1285] In the army, or in civvie street? - (2007-07-31)
  [1189] Meet, greet and welcome - (2007-05-16)
  [1179] Sizing sheets and other domestic issues - (2007-05-07)
  [1159] It can take more that one plus one to get two. - (2007-04-22)
  [1105] A week is a long time in the life of a conference centre - (2007-03-10)
  [1083] Behind the scenes - (2007-02-17)
  [1000] One Thousand Posts and still going strong - (2006-12-18)
  [951] What happened at Geekmas - (2006-11-28)
  [939] Swipe cards for hotel rooms - Security issues - (2006-11-23)
  [931] Before and After - Well House Manor - (2006-11-18)
  [927] Hotel door furniture - (2006-11-15)
  [897] Too much for the National Trust - (2006-10-18)
  [868] Smoking, or no - (2006-09-16)
  [813] Monday Morning at Well House Consultants Melksham - (2006-07-24)
  [769] King Edward VII - days of empire - (2006-06-20)
  [742] A visit from the solicitor - (2006-06-03)
  [677] Sympathetic development - (2006-04-09)
  [203] Holes in on line information - (2005-02-05)


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Perl for Larger Projects - Object Oriented Perl
Some other Articles
Easy handling of errors in PHP
Flash - is it available to your web page?
Resetting session based tests in PHP
Perl for Larger Projects - Object Oriented Perl
Customer feedback - lifeblood of a business
Well House Manor - feature comparison against the old place!
Filtering and altering Perl lists with grep and map
Two years of campaigning for a train service
Business travel by train in the USA
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This is a page archived from The Horse's Mouth at http://www.wellho.net/horse/ - the diary and writings of Graham Ellis. Every attempt was made to provide current information at the time the page was written, but things do move forward in our business - new software releases, price changes, new techniques. Please check back via our main site for current courses, prices, versions, etc - any mention of a price in "The Horse's Mouth" cannot be taken as an offer to supply at that price.

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