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Phone System reconfiguration 11.1.2018 to 26.1.2018 - we are on email but incoming landline not available. Temp number 0797 4 925928
 
It's not just about the jam in the sandwich

Customer Service is crucial. If you check into a hotel, you want to be received straight away rather than having to wait while the proprietoress finishes chatting with her friends, and on checkout you want to pay and get going rather than have to wait for her for five minutes while she scrambles eggs in the kitchen. Occasional lapses and busy patches which degrade service can be forgiven, but a pattern such as the above (my experience on Monday night, together with breakfast delays, being seated and moved, and previous guests's debris still in my bedroom) forms a very bad impression. It's not about how good the food is in a restaurant - it's also about how you are received and looked after.

I came back from Cheltenham, having stayed in a B&B that won awards last year and is Egon Ronay listed this - and I found many elements of it interesting and charming. I might even go back some time. I liked their policy of upgrading single to double for single occupancy if there were unlet doubles, I appreciated the offroad parking that was included in the base price, and I enjoyed my breakfast. Light shone into the dining room, and there was a homely feeling. But, alas, my first memory is of looking around to find someone to check me in being a confusing set of "ring this" and "look there" notices, and my departing memory is of having to rush to (and being slightly late) at my appointment because of a frustrating wait at checkout. I have documented my experiences and forwarded it (some 20 bullet points) to the Well House Manor team - but that's along the lines of "let's just make sure we don't fall for this one", and on most of the points I'll admit to being rather smug. We have the occasional issue like everyone does, but we learn from them, they're usually fixed, and not frequent.

It's not just hotel guests who can suffer in this way - Lisa and Dad went out into the local countryside yesterday for a cream tea, and found themselves being given a somewhat surley reception, being offered a very limited choice of places to take that cream tea, and having to wait for the waiter to place their order. The being sent around the place when they wanted to pay ... all of which took the shine off their tale of what sounds like a rather nice offering. It's not just the filling that's important - it's the bread product that surrounds it too!

Our team at Well House Manor has a growing experience, and a real enjoyment of having people and activity around, and everyone's increasingly confident at handling regular and irregular ("curved ball") issues, putting the customer experience first.


Many of our hotel guests are repeat visitors. Others are delegates who have been on our training courses, and like what we do so much that they choose to come to see us - with their partners - in their own time. I'll very often write here (on this blog, where the original article will be posted) about our superb rooms (they are), our wonderful courses (though I say so myself) and our great garden, library, and location. But it's really the total package that counts ... and I'm really proud to have such an excellent team that makes that total package; I don't say "Thank you" to them often enough - I know they're paid for the job, I know they enjoy the job - but each of them goes over and above to look after our customers's needs and our customers, and Lisa and I too, really appreciate that.
(written 2011-05-19, updated 2011-05-20)

 
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)
  [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)
  [1319] Customer feedback - lifeblood of a business - (2007-08-25)
  [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)


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Strawberry Cream Teas, Coffee straight from the Bean and freshly squeezed orange juice - Melksham, every afternoon
Some other Articles
Quiet Monday in
A long day, a long journey, and families and similarities the world over
Dog, hotel, Melksham, Wiltshire?
Strawberry Cream Teas, Coffee straight from the Bean and freshly squeezed orange juice - Melksham, every afternoon
It's not just about the jam in the sandwich
Distributing the server load - yet ensuring that each user return to the same system (Apache httpd and Tomcat)
Every tenth picture.
Pay and refund scam - alive and kicking against Melksham businesses
Changes (and no changes) at Melksham bus stops
New Camera - very first picture, and next from first films
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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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