Melksham Chamber of Commerce and Industry
Lisa and Graham are on the executive committee, and Chamber of Commerce meetings are held at Well House Manor

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A customer service company

"We're a customer service company who happens to be in the computer training industry". So said the sign stuck on the wall at a training centre where I was a guest presenter a few weeks ago. The words were the right ones for them, and they're right for us too, but their actions based on those words were not the correct ones - the ethos seemed more down to cutting corners to make life easy for the staff while as many customers as possible were pushed through, and cutting budgets and facilities to provide a minimal service that's just acceptable at a maximum profit.

So it was with great pleasure that I got some of my own thoughts on our customer service approach for a talk I was to give to the local Chamber of Commerce in Melksham on Tuesday evening. We call our approach "a mint on the pillow", based on the pleasant surprise you'll get at the occasional hotel that leaves a chocolate mint on the pillow when they turn down the sheets. We aim to provide a service that goes one step beyond what customers would expect of excellence.

I came up with "three E's" to illustrate and tie together the parts of my talk:
Enthusiasm from ourselves and our staff which is infectious - it makes for positive, enthusiastic delegates too.
Empowerment to our delegates, our staff and ourselves to take the initiative and go one step beyond what any operations manual can say (I note with pride Leah presenting a customer who had been raving over our ginger beer with a sixpack as he left).
Ethos in terms of creating an environment for the enthusiasm and empowerment to work.

The net results? Firstly, WE enjoy what we do, and we want everyone here to enjoy what they're doing too. Secondly, a lot of happy people who'll want to come back and will tell all their contacts about us. It may mean that our costs aren't the lowest in the business, but it does mean that our order book gets quite busy. "My next available day is 14th July" I said last night - that's 2 months ahead for a single day - I had to say yesterday. "Fair enough, I'll can wait for that ...." and the business is NOT lost.

You can read my full talk - Creating Really Memorable Experiences in our Solution Centre

Outside the training room window - which do you prefer?

The "mint on the pillow" approach:


or the "where can we get a good cost office" approach:

(written 2006-05-11, updated 2006-06-05)

 
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)
  [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)
  [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)

M101 - Well House Manor - Business Accommodation in Melksham
  [4137] Early morning - welcoming business and leisure guests to Melksham - (2013-07-10)
  [4005] New guest ... becoming returning guest - (2013-02-15)
  [3969] Four in a Bed comes to Melksham tonight - (2013-01-09)
  [3405] Where do businessmen stay in Melksham? - (2011-08-25)
  [3107] Hotel and Training Course prices - the effect of the VAT rise on 4th January 2011 - (2010-12-26)
  [2984] Customer Review - Hotel Room, Melksham - (2010-10-03)
  [2925] Well House - the pictures - (2010-08-16)
  [2821] Chancellor George Osborne inspires Perl Program - (2010-06-22)
  [2581] Snow scenes - and how snow effected our business - (2010-01-16)
  [2558] Happy new decade - and course and hotel prices for 2010 - (2010-01-01)
  [2024] Carry on Training - in spite of the weather - (2009-02-03)
  [1929] 2009 - Hotel, Meeting, Training Course prices - (2008-12-07)
  [1907] Melksham Hotel Rates - (2008-11-25)
  [1824] Which is your best hotel room? - (2008-10-07)
  [1808] We love children ... but our hotel is not going to be their scene - (2008-09-24)
  [1748] Hotel room prices - Melksham, Wiltshire - (2008-08-11)
  [1701] Training Course and Business Conference Technology - (2008-07-07)
  [1676] A warm welcome for visitors from the USA - (2008-06-14)
  [1520] Terms and Conditions - Hotel, England - plain English - (2008-01-26)
  [1318] Well House Manor - feature comparison against the old place! - (2007-08-24)
  [1164] Grand Central Station - (2007-04-27)
  [1089] Playing old games - (2007-02-22)
  [1079] Wilts and Berks - two conference / training rooms in Melksham - (2007-02-14)
  [1059] Three sets of twins - (2007-01-31)
  [1011] Well House Manor and Beechfield House, Hotels, Melksham - (2006-12-29)
  [963] George Hotel and Well House Manor, Melksham - (2006-12-04)
  [926] Training rooms to learn Open Source programming - (2006-11-15)
  [902] Brand new hotel and training centre, Melksham - (2006-10-22)
  [889] Opening approaches! - (2006-10-08)
  [873] Hotel Exchange Rates - (2006-09-21)
  [857] Strikingly busy - (2006-09-06)
  [844] Hotel, Melksham, Wiltshire - (2006-08-24)
  [731] Hotel Technology Requirements - (2006-05-24)
  [721] Residential - (2006-05-15)

Z402 - Melksham Chamber of Commerce and Industry
  [4278] Future Swindon - Westbury train services. At current level into the future? - (2014-05-25)
  [4170] Herman Miller coming to Melksham - the Chamber of Commerce is briefed - (2013-09-10)
  [4164] Melksham Market - every Tuesday - (2013-09-03)
  [4151] Tell me a bit about Melksham - (2013-08-10)
  [4103] Questions from children about Melksham Campus - (2013-05-26)
  [4097] Melksham Chamber of Commerce - Report for AGM, 21st May 2013 - (2013-05-21)
  [4046] Over a hundred welcoming businesses - Melksham Town Centre - (2013-03-17)
  [4041] Report on the last year - Melksham Chamber of Commerce and Industry for Melksham Without Parish Council - (2013-03-11)
  [4014] Costa Coffee in Melksham - is it a good idea? - (2013-02-22)
  [4002] Images of Melksham you havent seen before - (2013-02-13)
  [3987] Melksham Chamber of Commerce - join us in our future - (2013-01-21)
  [3948] Quiet little town? Advanced Technology Centre? - (2012-12-08)
  [3889] Melksham Chamber of Commerce - whence in 2013 and beyond? - (2012-10-12)
  [3880] Chamber of Commerce - looking forward in Melksham and in Wessex - (2012-10-04)
  [3867] The difficult interface between the business, council and voluntary sectors - (2012-09-19)
  [3850] Bus times - Chippenham Station to Melksham, with London connections - (2012-08-25)
  [3818] Making things happen - litter and ASB and lost dogs in Melksham - (2012-07-25)
  [3812] The Melksham News - July 2012 - Part 1, Campus and Chamber of Commerce - (2012-07-22)
  [3787] Melksham Pride - the Chamber of Commerce, and the future - (2012-06-29)
  [3768] Melksham Chamber of Commerce - looking to our future shape. Pivotal meeting next Tuesday - (2012-06-19)
  [3767] How well do you know Melksham? - (2012-06-17)
  [3752] Melksham Visitors Map - Bus routes and train lines to and from the town - (2012-06-04)
  [3751] Public transport for international arrivals into Melksham - (2012-06-04)
  [3748] Not everyone has a computer - 9 more ways to learn about the Melksham Campus - (2012-06-03)
  [3739] Go green - business seminar in Melksham - (2012-05-21)
  [3732] Ten more visitors to your premises every day? - (2012-05-14)
  [3714] Just 12 winners? Or 371 or more? Town Centres. - (2012-04-30)
  [3710] Encouraging business in Melksham and its neighbourhood - keep business local?? - (2012-04-27)
  [3706] An exciting Chamber of Commerce AGM - sound like an Oxymoron? - (2012-04-25)
  [3700] Why do people use chains rather than independent traders? - (2012-04-18)
  [3697] Events in Melksham - read all about them, and tell us about yours - (2012-04-15)
  [3696] Melksham government and business organisations - (2012-04-14)
  [3693] Wiltshire Business Support Service - (2012-04-11)
  [3682] Melksham Business Newsreel - (2012-04-03)
  [3677] Some advise for guest speakers at meetings - (2012-03-31)
  [3672] Melksham Train Service - please support the TransWilts case for regular trains - (2012-03-25)
  [3663] Changing shops and organisations - Melksham, the last and next five years - (2012-03-21)
  [3627] Meeting Report - Tuesday 21st Feb - to Melksham Chamber of Commerce from Shadow Community Operations Board - (2012-02-27)
  [3598] Melksham Civic Awards - report and pictures - (2012-01-29)
  [3560] Melksham, Month by month through 2011 - (2011-12-23)
  [3527] Melksham - changing times, an opportunity for the future - (2011-11-23)
  [3496] Melksham - Business to Business Speed Networking - build ahead for 2012 - (2011-10-26)
  [3495] Looking forward - Chamber of Commerce has 2012 and beyond on the agenda - (2011-10-26)
  [3492] Upcoming events in and about Melksham - more dates for your diary - (2011-10-22)
  [3481] Some thoughts in answer to some Melksham Campus questions - (2011-10-14)
  [3475] Havant - Shop Frontages. - (2011-10-12)
  [3470] Currently pictured in Melksham - (2011-10-09)
  [3438] Melksham to become a part of Trowbridge? - (2011-09-13)
  [3427] What is on the Melksham Agenda? - (2011-09-09)
  [3423] 1 + 1 + 1 + 1 = 12? - (2011-09-07)
  [3420] Making best use of the new enthusiasm for Melksham - (2011-09-05)
  [3383] Are people who walk into Melksham being asked to subsidise parking? - (2011-08-09)
  [3380] Melksham Jelly - An Occasional Office for Home Workers - (2011-08-06)
  [3343] Summer Sunday Train Service Starts - Swindon Chippenham and Melksham to Weymouth - (2011-07-03)
  [3340] Summer Sunday Timetable - TransWilts Trains - (2011-06-30)
  [3334] A lesson from the sporran market? - (2011-06-25)
  [3325] The Olympic Torch, and Melksham House - (2011-06-14)
  [3307] Melksham Community Radio launches - (2011-05-28)
  [3299] Presidents Report to Melksham Chamber of Commerce, 24.5.2011 - (2011-05-24)
  [3279] Letter to The Editor - (2011-05-06)
  [3275] Melksham Chamber of Commerce - grows to appoint new Press Officer. Welcome. Sam - (2011-05-02)
  [3272] Melksham Car Parking - current charges and limits - (2011-05-01)
  [3249] Events - Spring and Early Summer 2011 in Melksham - (2011-04-17)
  [3246] Melksham - the way forward. 26th April, Well House Manor - (2011-04-13)
  [3217] Vandalism and riot from the minority - the effect - (2011-03-28)
  [3214] Melksham Campus - any last minute inputs from Melksham businesses? - (2011-03-26)
  [3193] Melksham Campus - what, why, questions, concerns and how you can input - (2011-03-04)
  [3188] What proportion of the British Workforce still works a Monday to Friday, 9 to 5, week? - (2011-03-01)
  [3173] What is the Melksham Chamber of Commerce? - (2011-02-18)
  [3172] On consultations, car parking, and Melksham town centre - (2011-02-17)
  [3162] Keep your business customer-friendly! - (2011-02-09)
  [3141] Wiltshire Rail services - a golden opportunity - (2011-01-21)
  [3117] Opportunities for Melksham - new businesses in the town - (2011-01-01)
  [3113] Trowbridge and Melksham to Chippenham - more roadworks, even slower journey over the winter - (2010-12-30)
  [3088] Melksham - two many councils? - (2010-12-16)
  [2995] A river in Melksham is not just for boaters. - (2010-10-11)
  [2982] Travel, Transport and Tourism - A vision for Melksham, 2026 - (2010-10-03)
  [2959] A Melksham news roundup - (2010-09-18)
  [2957] Welcome to Countrywides new Melksham store - (2010-09-15)
  [2932] Getting into and out of Wiltshire towns .. a.k.a. Car Parking? - (2010-08-23)
  [2891] Wiltshire Council ask how they can help businesses - (2010-07-27)
  [2883] Melksham Oak - photos of the new community school - (2010-07-22)
  [2872] Moved - Melksham Lorry Park - (2010-07-15)
  [2867] Cycling in Melksham, and looking forward - (2010-07-11)
  [2853] Transport in Wessex - today and into the future - (2010-07-04)
  [2837] Lorry Parking in Melksham - (2010-06-29)
  [2827] Melksham - a gem in Wiltshire - (2010-06-26)
  [2782] Tell the Melksham Chamber or you only have yourself to blame - (2010-05-26)
  [2779] The history and future of Melksham Chamber of Commerce - (2010-05-25)
  [2770] Melksham Chamber of Commerce - Presidents report to AGM - (2010-05-19)
  [2725] How do our tactics help us meet the strategy, for the greater good? - (2010-04-16)
  [2683] Car Parking in Melksham - (2010-03-18)
  [2666] Random thoughts on Melksham Town Planning and development - (2010-03-08)
  [2640] How is your tax pound spent? - (2010-02-18)
  [2594] Melksham Area - your community view is sought - (2010-01-23)
  [2568] Forums for your Melksham and open source discussions - (2010-01-09)
  [2546] How well do you know Melksham - a quiz for Christmas - (2009-12-21)
  [2544] Vision for Wiltshire - (2009-12-20)
  [2540] Rock and hard place .. and the relaxing right one won - (2009-12-18)
  [2531] Melksham - new Tuesday Market - (2009-12-09)
  [2521] Melksham Market - Tuesdays, 09:00 to 14:00 - (2009-12-01)
  [2514] The road show has been - where now? - (2009-11-27)
  [2508] Community Area Partnership - inaugural AGM - (2009-11-20)
  [2495] Planning the future of Wiltshire - (2009-11-07)
  [2487] Melksham Forum - (2009-11-01)
  [2465] Melksham Town - asleep or awake? - (2009-10-21)
  [2459] New Web Site for Melksham Chamber of Commerce - (2009-10-18)
  [2437] Wiltshire Unitary News - Chamber of Commerce Intelligence - (2009-10-04)
  [2328] Melksham - no trains, no southbound buses through the town - (2009-08-08)
  [2289] pre-Inaugural briefing - Melksham Community Area Partnership - (2009-07-15)
  [2288] Wiltshire Community Area Partnerships - (2009-07-15)
  [2260] Important - the future of Melksham / Chamber of Commerce - (2009-06-28)
  [2220] Melksham Traders - where do we go? - (2009-06-05)
  [2194] Melksham Business Map - Chamber of Commerce, Tourist Information and Town Council - (2009-05-21)
  [2181] You cannot please all of the people all of the time - (2009-05-14)
  [2119] Make your business a DESTINATION business - (2009-04-05)
  [2111] Business Networking for Melksham - 23rd April - (2009-04-01)
  [2095] Blue Ridge and Melksham Chambers of Commerce - (2009-03-21)
  [2043] Confidence, Customer Service and Tourism in Melksham - (2009-02-15)
  [1987] One Cheer for Local Democracy - Asda in Melksham - (2009-01-11)
  [1979] Looking forward, in Melksham, in 2009 - (2009-01-05)
  [1934] Lidl opens in Melksham - (2008-12-11)
  [1904] Ruby, Perl, Linux, MySQL - some training notes - (2008-11-23)
  [1892] Melksham Chamber of Commerce and Industry - (2008-11-17)
  [1881] Wiltshire Council says - part 1 - (2008-11-13)
  [1880] Melksham Chamber of Commerce, or the FSB - (2008-11-12)
  [1792] All the pieces fall into place - hotel and courses - (2008-09-10)
  [1642] Summer! - (2008-05-15)
  [1633] Changing a screen saver from a web page (PHP, Perl, OSX) - (2008-05-06)
  [1507] Comments on proposed Asda Superstore for Melksham - (2008-01-14)
  [1504] Flooding by Asda-s proposed new supermarket - (2008-01-12)
  [1476] Shopping for Christmas and looking forward - (2007-12-17)
  [1432] Wiltshire County Council - Budget Consultation - (2007-11-15)
  [1429] Remembrance day - inside a church and inside the day - (2007-11-11)
  [1250] Business speed networking - a place tonight! - (2007-06-28)
  [1223] Asda opening large new store in Melksham - (2007-06-08)


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Protecting images from theft
Some other Articles
Planning a hotel refurb - an example of a Gant chart in PHP
Gardens, Well House Consultants HQ
Protecting images from theft
A customer service company
Evaluating arithmetic expressions in configuration files
First way to get rid of customers
Room for Octopuses
Pictures from my travels
Why reinvent the wheel
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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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