Monthly Archives: February 2014

5 ingredients to deliver a consistent customer service

With Valentine ’s Day last Friday no doubt you had plenty of messages about love.

heartBut will all those who sent you these messages still love you tomorrow; or was it just a flash in the pan?

Make your customers feel loved every day, not just on Valentine’s Day.

Consistency in customer service is without a doubt a key ingredient to keep your customers happy. Being all over them one day, and ignoring them the next simply leaves them confused and they’ll soon be off elsewhere!

So just what are you doing to show your customers a bit of love every day?

Here are my 5 ingredients to help you do this…

Ingredient 1

Define the experience you want your customer to have. What will they be saying about you, doing or feeling as a result of buying from you? Focus on this every day with everything you do, and share this with your team

Ingredient 2

Review the whole of your customer journey from end to end. How well does this deliver the experience you envisaged above? What’s their first impression when they visit your website, a review site or social media? What’s the very last impression, the last thing they see, hear (or even smell) on their way out, or after their purchase?

Ingredient 3

Recruit people who have pre requisite skills and attitude to deliver the experience you’re aiming to give. Then give them customer service training to give them the skills, knowledge, confidence and authority to deliver this day in day out, so you don’t need to worry about what they’re doing whilst you’re not there. And your customers get the same level of service whoever they’re served by.

Ingredient 4

Check your resources and systems are designed around your customer experience expectations, to make it simple to deliver not hinder every step of the way. Too much red tape, insufficient manpower for peak periods, out dated systems, mal functioning equipment all have an impact on the customer as well as testing your team’s patience.

Ingredient 5

Engage your team, so they’re enthusiastic and happy. Nothing will impact a customer more than the emotional state of the people who serve them.

So just 5 things to think about and focus on to give your customers consistency.  Of course if you need any help with any of these, drop me an email to  and we can talk…


Wowing customers… even in a power cut

Queens headHere’s a great example of what can be achieved when you have a great team behind you who are fully engaged in the customer experience and committed to giving great customer service … whatever the circumstances!

The power went off the day before at about 10.30pm.  Knowing that, not only was it Christmas Eve and we had a Wedding Reception booked, all the local people would need to get a hot cup of tea or coffee, we arrived at the Queens Head early to work out what we were going to do.

Staff had thought the same and had arrived.  First thing was to work out what “CAN” be done.  So, one member of staff, who was very much out of her comfort zone, was given the task of lighting the fire in the Inglenook.

Cleaning, without the vacuum cleaner, could be done as well as the bottling up.  Our beer pumps are the old fashioned type that don’t need electricity.

Meanwhile our Chef, made sure we had gas for the Barbecue, should it be needed and the petrol gel heaters for the Chafers, for keeping food warm.

Locals arrived to help too.

A small generator was used to operate the fans over the gas oven and extension leads found to operate the till and card machine.  Without question, water was boiled to make everyone tea and coffee, and then preparations for the lunch menu and the Wedding Reception began.

One of our customers brought in a bag of all sorts of candles and candle holders.

The most useful people, were those that had been members of the Scout movement, because it was the “make-do-and-mend attitude” and “be prepared” attitude that really shone through.  Being positive was extremely important and dismissing anyone who arrived with the “doom and gloom” attitude, who could only come up with negativity.

Our entire family were Scouts, as was our Chef and so between us all we managed to inspire the rest of the staff that everything was possible, even if it had to be done a little differently.

The Wedding Party were amazed at what we had achieved, even if the Wedding Cake was missing its spun sugar decoration.  The Medieval atmosphere made it more special.

Once the lunch time service was over and the gas cooker wasn’t needed,we had more capacity on the little generator and  we managed to put up some temporary lights behind the bar, because the poor staff were getting rather sleepy.

The Pub was packed, right up until the electricity came back on at about 11.00pm.  Having discussed with everyone about how to cook their Christmas Dinners on a Barbecue and maybe have all those without heating come to the pub for a joint Christmas Dinner celebration, everybody cheered, went home and had their Christmas as originally planned.


With special thanks to Anita Burdfield for sharing her story. Well done Anita and team for showing us just what can be done!