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The highs and lows of customer service - Cheltenham



I spent Monday evening in Cheltenham - staying at an Edwardian themed B&B that's halfway between the station (where I arrived) and the town centre (where I was training on Tuesday). It's one of those rare places where they do everything right (right for the quality leisure guest, mind you - a bit fussy for business visitors in my personal view). The real coffee, served in the lounge a few minutes after I arrived, was a welcome and unusual supplement to the hospitality tray in the room (it's something we do too, but it ain't common). The host - gracious, welcoming, and just the right chattyness too.



A full breakfast in the morning - again, slightly more the leisure market (and I note that the other guests were leisure) and again that professional approach from the young lady waiting at table who also checked me out. I'm going back there next time I'm training up that way and "voting with my feet" is a true measure. Again, I will add that this level of breakfast care and attention - whilst it's very rare - is exactly what we provide; I guess my pleasure was in finding somewhere else where there's clearly a similar team spirit and standards through and through to us (and I guess I heave a huge sigh of relief that Butler'si isn't in Melksham!

A wish for a mid-evening light meal and a desire not to be sitting alone in a restaurant while all around me are groups, lead me to look for a fast food joint in the town centre.



One was open and I took a deep breath as I walked in past two members of staff smoking in the doorway. To my left, the section was blocked off and was in serious need of tables clearing and cleaning.

I placed my order and was surprised to see a paper bag for takeaway service gotten out. "May I eat in", I asked and was assured that I could, with a cheerful smile too but "all the trays are filthy dirty so I'm giving you a bag ..." and indeed there were trays around and a mess at many tables, when I went to eat; I did find a clean table and as I was finishing, one of the smokers came back in and the young lady who had been on the till came out to start cleaning tables.

Oh dear - what a contrast. Next time, I'll take a book or laptop into Cheltenham and sit quietly in Wethersppons or a rather interesting Thai restaurant I noted; BK in that town is now in the "only if I'm very rushed" category and I don't expect to ever be that rushed in Cheltenham!



Cheltenham does have some of the elements of its transport right too. It's a shame this isn't still a railway but I wasn't the only person using it as a footpath to get from the current station to my final destination. A final stretch along a little river / parkside but close to a modern Waitrose took me to where I was training. Other elements - so many old buildings that could do with a bit of TLC and footpaths which are in abysmal condition, complete the story of contrasts.
(written 2013-04-03, updated 2013-04-06)

 
Associated topics are indexed as below, or enter http://melksh.am/nnnn for individual articles
M401 - Well House Manor - Seeing how others do it
  [4443] Seventh stay away this year - and it's still only February! - (2015-02-25)
  [4373] A long and disappointing evening - (2014-12-30)
  [4348] Taking my life in my hands in Swansea - (2014-12-11)
  [4321] Are administration / review charges on hotel guests acceptable? - (2014-11-20)
  [4255] Making a personal gain from a more expensive business hotel stay - (2014-04-02)
  [4245] It always happens to me when I'm in Borehamwood! - (2014-03-06)
  [4177] Setting and publishing your hours to suit your customer base - (2013-09-18)
  [4109] What might you find at a tiny bed and breakfast? - (2013-06-03)
  [4093] More things to make sure that we do NOT do ... - (2013-05-18)
  [4091] A reminder of why we opened Well House Manor for our customers - (2013-05-17)
  [4081] Pushing down the advertised price, pushing up the total price charged. - (2013-05-08)
  [3975] Being an amateur hotel inspector helps me run a professional hotel - (2013-01-14)
  [3970] Comparing four VERY different places to stay - (2013-01-11)
  [3963] National TV - Melksham - 9th January 2013, Pre-alert. - (2012-12-27)
  [3900] The Xxxxx Guest House in Xxxxxxxxxxx - my stay reviewed - (2012-10-20)
  [3794] Should hotel staff sit on the toilet in the customer bedrooms? - (2012-07-02)
  [3776] Some traps it's so easy to fall into in designing your web site - (2012-06-23)
  [3754] Eyes Wide Open - (2012-06-06)
  [3368] Well House Manor hotel, Melksham - recommended to you by our customers - (2011-07-23)
  [3333] Honesty and a friendly welcome goes a long way - (2011-06-25)
  [3054] Longhope Hotel - (2010-11-16)
  [2911] Feeding the Grockles - (2010-08-09)
  [2885] Twenty Questions - (2010-07-24)
  [2502] Monday night, Tuesday night - (2009-11-13)
  [2441] Not your cup of tea? - (2009-10-08)
  [2413] Sanity checking the price, and selling up to increase income - (2009-09-21)
  [2311] Floor to ceiling - (2009-07-30)
  [2308] A new place in pictures - (2009-07-28)
  [2127] Call in the professionals! - (2009-04-12)
  [2105] Hire Car, from Atlanta Airport - (2009-03-27)
  [2007] Launch of Melksham Food and Drink Festival - (2009-01-24)
  [1915] Quietly putting prices up - (2008-12-02)
  [1758] Lindors Hotel, near St. Briavels, Wye Valley - (2008-08-18)
  [1672] The Composting Cone Challenge - (2008-06-10)
  [1597] Comparing hotels - as a guest and from the proprietors view - (2008-04-01)
  [1547] New bathing idea for hotels from Hotelympia - (2008-02-20)
  [1525] Just one thing let the service down - but that is my memory - (2008-01-31)
  [1458] The wrong way to put up prices - (2007-12-05)
  [1454] From Sunday to Monday, from Melksham to the Balkans - (2007-12-03)
  [1413] The little gestures that can really count - (2007-10-27)
  [1406] Away or home - which do I prefer? - (2007-10-25)
  [1374] Maidenhead Coffee Challenge - (2007-10-02)
  [1356] Crystal Ball - How long do I need to be online? - (2007-09-18)
  [1354] Match the Bedroom to the Hotel - (2007-09-17)
  [1347] Wireless Internet Access at hotels - an update and some pitfalls - (2007-09-12)
  [1333] Kasteel Elsloo - Michelin rated hotel. - (2007-09-05)
  [1301] Plastic or China - (2007-08-12)
  [1287] Work and play at Well House Manor - Football and Shell Shortcuts - (2007-08-02)
  [1205] Arrival and Departure experiences - another hotel - (2007-05-26)
  [1091] The Psyche is all wrong. - (2007-02-24)
  [1026] The Wheatsheaf 2, The Bell 0 - (2007-01-09)
  [1011] Well House Manor and Beechfield House, Hotels, Melksham - (2006-12-29)
  [966] CSL, KISS and RTFM - (2006-12-05)
  [736] New Tape Librarian - (2006-05-28)
  [714] Room for Octopuses - (2006-05-08)
  [699] Extremes costs of getting on line - (2006-04-25)
  [693] The on line booking experience - (2006-04-21)
  [619] If its Sunday, it must be the Norland - (2006-02-23)
  [514] Crazy Day-sies - (2005-12-02)
  [17] Differing tastes - (2004-08-17)


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An overpractical test of our backup strategy!
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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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