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

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For 2021 - online Python 3 training - see ((here)).

Our plans were to retire in summer 2020 and see the world, but Coronavirus has lead us into a lot of lockdown programming in Python 3 and PHP 7.
We can now offer tailored online training - small groups, real tutors - works really well for groups of 4 to 14 delegates. Anywhere in the world; course language English.

Please ask about private 'maintenance' training for Python 2, Tcl, Perl, PHP, Lua, etc.
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
Z402 - Melksham Chamber of Commerce and Industry
  [1223] Asda opening large new store in Melksham - (2007-06-08)
  [1250] Business speed networking - a place tonight! - (2007-06-28)
  [1429] Remembrance day - inside a church and inside the day - (2007-11-11)
  [1432] Wiltshire County Council - Budget Consultation - (2007-11-15)
  [1476] Shopping for Christmas and looking forward - (2007-12-17)
  [1504] Flooding by Asda-s proposed new supermarket - (2008-01-12)
  [1507] Comments on proposed Asda Superstore for Melksham - (2008-01-14)
  [1633] Changing a screen saver from a web page (PHP, Perl, OSX) - (2008-05-06)
  [1642] Summer! - (2008-05-15)
  [1748] Hotel room prices - Melksham, Wiltshire - (2008-08-11)
  [1792] All the pieces fall into place - hotel and courses - (2008-09-10)
  [1880] Melksham Chamber of Commerce, or the FSB - (2008-11-12)
  [1881] Wiltshire Council says - part 1 - (2008-11-13)
  [1892] Melksham Chamber of Commerce and Industry - (2008-11-17)
  [1904] Ruby, Perl, Linux, MySQL - some training notes - (2008-11-23)
  [1934] Lidl opens in Melksham - (2008-12-11)
  [1979] Looking forward, in Melksham, in 2009 - (2009-01-05)
  [1987] One Cheer for Local Democracy - Asda in Melksham - (2009-01-11)
  [2043] Confidence, Customer Service and Tourism in Melksham - (2009-02-15)
  [2095] Blue Ridge and Melksham Chambers of Commerce - (2009-03-21)
  [2111] Business Networking for Melksham - 23rd April - (2009-04-01)
  [2119] Make your business a DESTINATION business - (2009-04-05)
  [2181] You cannot please all of the people all of the time - (2009-05-14)
  [2194] Melksham Business Map - Chamber of Commerce, Tourist Information and Town Council - (2009-05-21)
  [2220] Melksham Traders - where do we go? - (2009-06-05)
  [2260] Important - the future of Melksham / Chamber of Commerce - (2009-06-28)
  [2288] Wiltshire Community Area Partnerships - (2009-07-15)
  [2289] pre-Inaugural briefing - Melksham Community Area Partnership - (2009-07-15)
  [2328] Melksham - no trains, no southbound buses through the town - (2009-08-08)
  [2437] Wiltshire Unitary News - Chamber of Commerce Intelligence - (2009-10-04)
  [2459] New Web Site for Melksham Chamber of Commerce - (2009-10-18)
  [2465] Melksham Town - asleep or awake? - (2009-10-21)
  [2487] Melksham Forum - (2009-11-01)
  [2495] Planning the future of Wiltshire - (2009-11-07)
  [2508] Community Area Partnership - inaugural AGM - (2009-11-20)
  [2514] The road show has been - where now? - (2009-11-27)
  [2521] Melksham Market - Tuesdays, 09:00 to 14:00 - (2009-12-01)
  [2531] Melksham - new Tuesday Market - (2009-12-09)
  [2540] Rock and hard place .. and the relaxing right one won - (2009-12-18)
  [2544] Vision for Wiltshire - (2009-12-20)
  [2546] How well do you know Melksham - a quiz for Christmas - (2009-12-21)
  [2568] Forums for your Melksham and open source discussions - (2010-01-09)
  [2594] Melksham Area - your community view is sought - (2010-01-23)
  [2640] How is your tax pound spent? - (2010-02-18)
  [2666] Random thoughts on Melksham Town Planning and development - (2010-03-08)
  [2683] Car Parking in Melksham - (2010-03-18)
  [2725] How do our tactics help us meet the strategy, for the greater good? - (2010-04-16)
  [2770] Melksham Chamber of Commerce - Presidents report to AGM - (2010-05-19)
  [2779] The history and future of Melksham Chamber of Commerce - (2010-05-25)
  [2782] Tell the Melksham Chamber or you only have yourself to blame - (2010-05-26)
  [2827] Melksham - a gem in Wiltshire - (2010-06-26)
  [2837] Lorry Parking in Melksham - (2010-06-29)
  [2853] Transport in Wessex - today and into the future - (2010-07-04)
  [2867] Cycling in Melksham, and looking forward - (2010-07-11)
  [2872] Moved - Melksham Lorry Park - (2010-07-15)
  [2883] Melksham Oak - photos of the new community school - (2010-07-22)
  [2891] Wiltshire Council ask how they can help businesses - (2010-07-27)
  [2932] Getting into and out of Wiltshire towns .. a.k.a. Car Parking? - (2010-08-23)
  [2957] Welcome to Countrywides new Melksham store - (2010-09-15)
  [2959] A Melksham news roundup - (2010-09-18)
  [2982] Travel, Transport and Tourism - A vision for Melksham, 2026 - (2010-10-03)
  [2995] A river in Melksham is not just for boaters. - (2010-10-11)
  [3088] Melksham - two many councils? - (2010-12-16)
  [3113] Trowbridge and Melksham to Chippenham - more roadworks, even slower journey over the winter - (2010-12-30)
  [3117] Opportunities for Melksham - new businesses in the town - (2011-01-01)
  [3141] Wiltshire Rail services - a golden opportunity - (2011-01-21)
  [3162] Keep your business customer-friendly! - (2011-02-09)
  [3172] On consultations, car parking, and Melksham town centre - (2011-02-17)
  [3173] What is the Melksham Chamber of Commerce? - (2011-02-18)
  [3188] What proportion of the British Workforce still works a Monday to Friday, 9 to 5, week? - (2011-03-01)
  [3193] Melksham Campus - what, why, questions, concerns and how you can input - (2011-03-04)
  [3214] Melksham Campus - any last minute inputs from Melksham businesses? - (2011-03-26)
  [3217] Vandalism and riot from the minority - the effect - (2011-03-28)
  [3246] Melksham - the way forward. 26th April, Well House Manor - (2011-04-13)
  [3249] Events - Spring and Early Summer 2011 in Melksham - (2011-04-17)
  [3272] Melksham Car Parking - current charges and limits - (2011-05-01)
  [3275] Melksham Chamber of Commerce - grows to appoint new Press Officer. Welcome. Sam - (2011-05-02)
  [3279] Letter to The Editor - (2011-05-06)
  [3299] Presidents Report to Melksham Chamber of Commerce, 24.5.2011 - (2011-05-24)
  [3307] Melksham Community Radio launches - (2011-05-28)
  [3325] The Olympic Torch, and Melksham House - (2011-06-14)
  [3334] A lesson from the sporran market? - (2011-06-25)
  [3340] Summer Sunday Timetable - TransWilts Trains - (2011-06-30)
  [3343] Summer Sunday Train Service Starts - Swindon Chippenham and Melksham to Weymouth - (2011-07-03)
  [3380] Melksham Jelly - An Occasional Office for Home Workers - (2011-08-06)
  [3383] Are people who walk into Melksham being asked to subsidise parking? - (2011-08-09)
  [3420] Making best use of the new enthusiasm for Melksham - (2011-09-05)
  [3423] 1 + 1 + 1 + 1 = 12? - (2011-09-07)
  [3427] What is on the Melksham Agenda? - (2011-09-09)
  [3438] Melksham to become a part of Trowbridge? - (2011-09-13)
  [3470] Currently pictured in Melksham - (2011-10-09)
  [3475] Havant - Shop Frontages. - (2011-10-12)
  [3481] Some thoughts in answer to some Melksham Campus questions - (2011-10-14)
  [3492] Upcoming events in and about Melksham - more dates for your diary - (2011-10-22)
  [3495] Looking forward - Chamber of Commerce has 2012 and beyond on the agenda - (2011-10-26)
  [3496] Melksham - Business to Business Speed Networking - build ahead for 2012 - (2011-10-26)
  [3527] Melksham - changing times, an opportunity for the future - (2011-11-23)
  [3560] Melksham, Month by month through 2011 - (2011-12-23)
  [3598] Melksham Civic Awards - report and pictures - (2012-01-29)
  [3627] Meeting Report - Tuesday 21st Feb - to Melksham Chamber of Commerce from Shadow Community Operations Board - (2012-02-27)
  [3663] Changing shops and organisations - Melksham, the last and next five years - (2012-03-21)
  [3672] Melksham Train Service - please support the TransWilts case for regular trains - (2012-03-25)
  [3677] Some advise for guest speakers at meetings - (2012-03-31)
  [3682] Melksham Business Newsreel - (2012-04-03)
  [3693] Wiltshire Business Support Service - (2012-04-11)
  [3696] Melksham government and business organisations - (2012-04-14)
  [3697] Events in Melksham - read all about them, and tell us about yours - (2012-04-15)
  [3700] Why do people use chains rather than independent traders? - (2012-04-18)
  [3706] An exciting Chamber of Commerce AGM - sound like an Oxymoron? - (2012-04-25)
  [3710] Encouraging business in Melksham and its neighbourhood - keep business local?? - (2012-04-27)
  [3714] Just 12 winners? Or 371 or more? Town Centres. - (2012-04-30)
  [3732] Ten more visitors to your premises every day? - (2012-05-14)
  [3739] Go green - business seminar in Melksham - (2012-05-21)
  [3748] Not everyone has a computer - 9 more ways to learn about the Melksham Campus - (2012-06-03)
  [3751] Public transport for international arrivals into Melksham - (2012-06-04)
  [3752] Melksham Visitors Map - Bus routes and train lines to and from the town - (2012-06-04)
  [3767] How well do you know Melksham? - (2012-06-17)
  [3768] Melksham Chamber of Commerce - looking to our future shape. Pivotal meeting next Tuesday - (2012-06-19)
  [3787] Melksham Pride - the Chamber of Commerce, and the future - (2012-06-29)
  [3812] The Melksham News - July 2012 - Part 1, Campus and Chamber of Commerce - (2012-07-22)
  [3818] Making things happen - litter and ASB and lost dogs in Melksham - (2012-07-25)
  [3850] Bus times - Chippenham Station to Melksham, with London connections - (2012-08-25)
  [3867] The difficult interface between the business, council and voluntary sectors - (2012-09-19)
  [3880] Chamber of Commerce - looking forward in Melksham and in Wessex - (2012-10-04)
  [3889] Melksham Chamber of Commerce - whence in 2013 and beyond? - (2012-10-12)
  [3948] Quiet little town? Advanced Technology Centre? - (2012-12-08)
  [3987] Melksham Chamber of Commerce - join us in our future - (2013-01-21)
  [4002] Images of Melksham you havent seen before - (2013-02-13)
  [4014] Costa Coffee in Melksham - is it a good idea? - (2013-02-22)
  [4041] Report on the last year - Melksham Chamber of Commerce and Industry for Melksham Without Parish Council - (2013-03-11)
  [4046] Over a hundred welcoming businesses - Melksham Town Centre - (2013-03-17)
  [4097] Melksham Chamber of Commerce - Report for AGM, 21st May 2013 - (2013-05-21)
  [4103] Questions from children about Melksham Campus - (2013-05-26)
  [4151] Tell me a bit about Melksham - (2013-08-10)
  [4164] Melksham Market - every Tuesday - (2013-09-03)
  [4170] Herman Miller coming to Melksham - the Chamber of Commerce is briefed - (2013-09-10)
  [4278] Future Swindon - Westbury train services. At current level into the future? - (2014-05-25)
  [4399] The Campus in Melksham - name, logo, and livery choice - (2015-01-18)
  [4672] Annual review of Melksham Matters for Chamber of Commerce AGM - (2016-05-15)
  [4738] Melksham Chamber of Commerce - my final Presidents report - (2017-05-10)

M101 - Well House Manor - Business Accommodation in Melksham
  [721] Residential - (2006-05-15)
  [731] Hotel Technology Requirements - (2006-05-24)
  [844] Hotel, Melksham, Wiltshire - (2006-08-24)
  [857] Strikingly busy - (2006-09-06)
  [873] Hotel Exchange Rates - (2006-09-21)
  [889] Opening approaches! - (2006-10-08)
  [902] Brand new hotel and training centre, Melksham - (2006-10-22)
  [926] Training rooms to learn Open Source programming - (2006-11-15)
  [963] George Hotel and Well House Manor, Melksham - (2006-12-04)
  [1011] Well House Manor and Beechfield House, Hotels, Melksham - (2006-12-29)
  [1059] Three sets of twins - (2007-01-31)
  [1079] Wilts and Berks - two conference / training rooms in Melksham - (2007-02-14)
  [1089] Playing old games - (2007-02-22)
  [1164] Grand Central Station - (2007-04-27)
  [1318] Well House Manor - feature comparison against the old place! - (2007-08-24)
  [1520] Terms and Conditions - Hotel, England - plain English - (2008-01-26)
  [1676] A warm welcome for visitors from the USA - (2008-06-14)
  [1701] Training Course and Business Conference Technology - (2008-07-07)
  [1808] We love children ... but our hotel is not going to be their scene - (2008-09-24)
  [1824] Which is your best hotel room? - (2008-10-07)
  [1907] Melksham Hotel Rates - (2008-11-25)
  [1929] 2009 - Hotel, Meeting, Training Course prices - (2008-12-07)
  [2024] Carry on Training - in spite of the weather - (2009-02-03)
  [2558] Happy new decade - and course and hotel prices for 2010 - (2010-01-01)
  [2581] Snow scenes - and how snow effected our business - (2010-01-16)
  [2821] Chancellor George Osborne inspires Perl Program - (2010-06-22)
  [2925] Well House - the pictures - (2010-08-16)
  [2984] Customer Review - Hotel Room, Melksham - (2010-10-03)
  [3107] Hotel and Training Course prices - the effect of the VAT rise on 4th January 2011 - (2010-12-26)
  [3405] Where do businessmen stay in Melksham? - (2011-08-25)
  [3969] Four in a Bed comes to Melksham tonight - (2013-01-09)
  [4005] New guest ... becoming returning guest - (2013-02-15)
  [4137] Early morning - welcoming business and leisure guests to Melksham - (2013-07-10)
  [4570] A warm welcome awaits you at Well House Manor, Melksham - (2015-11-02)
  [4603] Happy New Year. Our customers are our ambassadors - (2016-01-01)
  [4614] PC Plod - alive and scaremongering in Wiltshire? - (2016-01-04)

G501 - Well House Consultants - Customer Service
  [72] On Customer Service - (2004-10-03)
  [91] On line every 24 hours - (2004-10-17)
  [126] Feedback shows the tip of an iceberg - (2004-11-22)
  [150] Confession - (2004-12-13)
  [189] Tuesdays and Fridays - (2005-01-25)
  [195] Customer service - examples to warn us - (2005-01-30)
  [233] Giving customers best value - (2005-03-02)
  [265] Business practise, 2005 style - (2005-04-03)
  [327] How far should our support go - (2005-05-28)
  [350] Want to be one better - (2005-06-17)
  [393] Trainer answers phone - (2005-07-28)
  [440] Upgrade! - (2005-09-09)
  [482] Different ways of selling - (2005-11-01)
  [552] Keeping Customers Informed - (2006-01-02)
  [566] May all your screw-ups be big ones - (2006-01-16)
  [569] Instructions for bright people - (2006-01-19)
  [609] Been on a course, but still not got it? - (2006-02-16)
  [621] And the staff put the icing on the cake - (2006-02-23)
  [628] Active Learning - (2006-02-28)
  [650] A person of few words - (2006-03-18)
  [725] Better communication - (2006-05-19)
  [841] Forum help - a push in the right direction - (2006-08-21)
  [852] Eventful evening - a lesson in looking after contacts - (2006-09-02)
  [944] Just ******* Google it - (2006-11-25)
  [961] Products that our customers want more of - (2006-12-03)
  [966] CSL, KISS and RTFM - (2006-12-05)
  [1007] Friends and family - (2006-12-25)
  [1046] Bounce, bounce, bounce - (2007-01-20)
  [1262] Keep in touch with PHP, Perl, Python and old friends too - (2007-07-09)
  [1319] Customer feedback - lifeblood of a business - (2007-08-25)
  [1434] Market survey - to learn, to prove a point, or to sell your product? - (2007-11-17)
  [1446] An answer to a student asking 'Help' - (2007-11-27)
  [1516] Pictures you can use - for free - from our library - (2008-01-23)
  [1606] Sheep Shearers, Marathon Runners and Ocean Sailors - (2008-04-09)
  [1637] Providing exceptional service - and carrying on doing so. - (2008-05-09)
  [1835] 23:30 bookings and midnight checkins - (2008-10-12)
  [1985] Learning to program as a part of your job - (2009-01-10)
  [1991] Rules for a King - (2009-01-13)
  [2015] Service Excellence Awards - (2009-01-30)
  [2049] Why Choose Well House Consultants for your course? - (2009-02-20)
  [2102] What do people think of our Apache httpd / Tomcat course? - (2009-03-24)
  [2124] Building down expectations - (2009-04-09)
  [2236] Alumni - revisiting and supporting the old University - (2009-06-13)
  [2258] Questions I have been asked on answering the phone - (2009-06-26)
  [2530] Taking a knock over Santa - (2009-12-08)
  [2650] Getting a phone line changed ... - (2010-02-25)
  [2880] Getting in touch - Please allow me to see you when you are online - (2010-07-21)
  [2961] Initial handling of phone calls and walk in visitors - (2010-09-19)
  [3073] Customer Service - the boundary - (2010-11-27)
  [3103] Thank you - and Happy Christmas - (2010-12-24)
  [3271] The importance of feedback - (2011-04-30)
  [3294] It's not just about the jam in the sandwich - (2011-05-19)
  [3378] New product - ensuring that supply matches demand - (2011-08-03)
  [3808] Can you put names to faces? - (2012-07-19)
  [3835] The Information age - not yet truly with us? - (2012-08-12)
  [4077] Palty or Parliamentary? - (2013-04-30)
  [4078] Train works for me! - (2013-05-02)
  [4232] Not wanted here - hotel guests who will not be happy - (2013-12-30)


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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
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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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