Steps to success
To give a service that delights your customers does not require a huge customer service department. Just follow these simple steps
- Identify your market – what type of lifestyle do your customers have? Where do they live? What do they like doing/drink/eat/no. of kids/car they drive etc
- Phone a sample of your database and do a detailed interview and ASK your customers what they think, what they would like you to do that you don’t do already, where could you do better, what they like
- Send out feedback forms or use survey monkey to survey your customers and then act on the feedback
- Take your idea to its logical conclusion – don’t just settle for token gestures, do it properly. For example, we provide family friendly holiday accommodation, so we don’t just provide a cot. We go the whole hog and provide everything parents need.
- Be courageous and innovative – stand out from your competitors by daring to be different.
- Wendy Shand is founder of Totstotravel.co.uk