This month, we’re looking at what a great business can do to stand out in a crowded marketplace.
There are over 44,000 driving instructors in the UK, so it can be difficult for driving instructors to distinguish themselves, especially when they are competing against well established, national schools such as BSM and the AA. However, driving instructor Jon Reynolds has implemented a number of innovative ideas which have set his school apart. Jon, who owns and runs Jon Reynolds Driving School, has been a driving instructor for the past six years, and has taken steps to ensure that his business remains ahead of the pack. Since under-17s are only allowed to drive cars on private land, Jon hired out a private military road system to hold a series of lessons where younger drivers can learn to drive safely. The lessons proved to be a huge success, and Jon is now planning to offer this service to other young would-be drivers in the area.
He has also taken advantage of new technology available to driving instructors: using special cameras fitted to his car Jon can film the lesson, which allows pupils to review their driving after the lesson and look out for more subtle mistakes that might go unnoticed at the time, giving added value to the classes. Jon has also used the footage taken from the car as a resource for other learner drivers, as well as putting it onto his website that pupils can access for free.
Jon said:“Offering unique services does make the business stand out, but more importantly they help me to make sure that my pupils learn to drive as safely as possible. People are more likely to come to a driving school that has advanced facilities, as they recognise that these will help learners succeed. My pass rate, which is one of the highest in the country, confirms that these techniques can make a world of difference when combined with careful teaching, so it’s no wonder that they attract new learners.”
You can find out more about Jon Reynolds Driving School here.
Monday, 7 December 2009
Thursday, 26 November 2009
Weather the winter with Swift Relief’s tips for safer driving
Winter is well and truly here. Driving to and from work in the dark is the norm, and the recent floods are a vivid reminder of the severe weather conditions we may experience over the next few months.
With these hazardous driving conditions in mind, it’s no surprise that insurance claims rise around 21 per cent during winter, compared to the rest of the year. But, there’s plenty we can do to ensure we’re driving safely. For instance, before embarking upon a long journey in bad weather, simply calling friends or relatives to let them know where you’re going and when you’re due to arrive, means they can get in contact or raise the alarm if you don’t turn up.
Planning ahead before you leave is key. If conditions are really bad, consider whether the journey is absolutely necessary. If you do have to travel, check the weather so that you’re aware of any severe conditions on the way and try to stick to major roads if it looks precarious. The AA and Highways Agency carry real time information to help you plan your route, so check ahead of departure and get information on avoiding nasty traffic jams at the same time.
Making sure your car is as ready for winter is also important. Although the legal minimum tread depth for tyres is 1.6mm, having at least 3mm tread depth during winter months will give you better grip on the road in wet and icy conditions. Properly inflated tyres give the best traction, so make a trip to the air pump at your local garage too.
Remember to top up your anti-freeze, engine oil and screen wash and keep your petrol tank topped up too to avoid getting stranded. You should also check your lights are working properly and to carry a set of spare bulbs in the boot in case you need to replace one en route. If you can afford it, a winter service will help make sure your car is in the best condition.
Snow storms trapped some drivers for a long time earlier this year, so carrying a few winter essentials on board is extremely worthwhile. Should the worst happen at least you’ll have some creature comforts.
Keep some suitable winter clothes or a blanket in your car to keep you warm if you do break down and stock up on snacks. Carrying some water and high-energy nibbles in your car will keep you going if you breakdown or are stuck for long periods without nearby services.
Charge your mobile phone before you head out or purchase an in-car charger to ensure you’re not faced with a dead battery in an emergency. It’s also worth investing in a flash light, basic tool kit and first aid kit so you can easily deal with minor issues. Jump leads and a tow rope are helpful in case you have a flat battery or get stuck in the snow.
Failing to clear your windscreen properly of snow and ice not only seriously restricts your visibility, it can land you a fine of up to £1,000. So make sure your windscreen, windows and mirrors are fully de-iced before you set off on frosty mornings. And use a proper ice-scraper to clear your windscreen rather than a credit card or CD case, which can cause scratches on your windscreen. A de-icing solution can help, but avoid pouring boiling water onto your windscreen as this will refreeze quickly and can result in your windscreen cracking.
And keep an eye on your windscreen during the winter as the harsher conditions can cause tiny chips to turn into costly cracks. Most insurance companies will cover the cost of getting a chip fixed, but if it turns into a crack it’s likely you’ll have to pay your excess and lose your no claims bonus to get it fixed.
For more tips on winter driving click here.
Tuesday, 20 October 2009
Swift Relief from traffic jams and road rage
Avoiding stress on the roads could be as simple as making eye contact, according to research by author and automotive expert Thomas Vanderbilt. In his book ‘Traffic’, which looks at how we drive and why, Thomas suggests that the more interaction drivers have with each other, the better and safer driving can be.
He says that if you make eye contact with other drivers, they are more likely to cooperate and share the road with you safely - it’s certainly something to try the next time you are trying to edge your way out of a busy junction, for example.
Vanderbilt’s book suggests that most of us feel hidden and safe in our cars, which can mean we have less consideration for our fellow road users and could lead to impolite and potentially dangerous behaviour behind the wheel. However research has shown that when drivers are more exposed - such as with the roof down in a convertible, or just by having the window open - they are more tolerant of other road users and less likely to get angry or beep their horns.
Research from Colorado State University also suggests that another way to avoid road rage is to steer clear of drivers with car stickers. Researchers say that stickers and other ways of decorating your car are ‘territorial markers’, used by drivers to show that their cars – and the road they are travelling on – is their territory. The research found that as a result, these drivers are quicker to get angry or aggressive behind the wheel and become annoyed with other road users.
So, for Swift Relief on the roads, try catching someone’s eye to beat the jams, open the window to cool down your road range down in more ways than one, and shun car stickers if you want to avoid sticky situations with territorial drivers.
He says that if you make eye contact with other drivers, they are more likely to cooperate and share the road with you safely - it’s certainly something to try the next time you are trying to edge your way out of a busy junction, for example.
Vanderbilt’s book suggests that most of us feel hidden and safe in our cars, which can mean we have less consideration for our fellow road users and could lead to impolite and potentially dangerous behaviour behind the wheel. However research has shown that when drivers are more exposed - such as with the roof down in a convertible, or just by having the window open - they are more tolerant of other road users and less likely to get angry or beep their horns.
Research from Colorado State University also suggests that another way to avoid road rage is to steer clear of drivers with car stickers. Researchers say that stickers and other ways of decorating your car are ‘territorial markers’, used by drivers to show that their cars – and the road they are travelling on – is their territory. The research found that as a result, these drivers are quicker to get angry or aggressive behind the wheel and become annoyed with other road users.
So, for Swift Relief on the roads, try catching someone’s eye to beat the jams, open the window to cool down your road range down in more ways than one, and shun car stickers if you want to avoid sticky situations with territorial drivers.
Friday, 18 September 2009
Going green
Nearly seven out of ten drivers say the cost of motoring has increased in the last 12 months, according to research by swiftcover.com, a situation reflected by the AA’s Running Cost tables, which suggests that the average cost of running a car has soared in 2009. According to the AA the annual cost of running a car now ranges from £1,965 for a small city car, up to a whopping £10,316 for a top of the range diesel. It’s no wonder that drivers are now trying to cut the costs of motoring more than ever, with 64% of motorist telling swiftcover.com that the increasing cost is primarily down to higher road and fuel taxes.
As petrol costs currently average 106.3p/litre according to the fuel comparison site petrolprices.com, many of us are all looking for ways to cut our fuel consumption and save some extra cash. One option is go green, as environmentally friendly cars are not only better for the world; they are more economical as well. But it’s not just fuel saving that can be had by going green.
The lower a car’s CO2 emissions, the less road tax you have to pay. Hybrids such as the Honda Insight and the Toyota Prius emit less than 120g of CO2/km, meaning a cheap £15 annual road tax bill. It’s not just hybrid drivers who can save, as drivers of any car with emissions of less than 140g/km will only have to stump up £100 per year for road tax. So if you’re in the market for a new car, it’s worth looking at small diesels and vehicles with stop-start technology that actually switch off the engine when you are stopped – such as at traffic lights – and switch it on again seamlessly when you drive off.
Hybrid drivers are also exempt from the London congestion charge and in some London boroughs, such as Richmond, residents who drive eco-friendly cars can park for free, saving up to £110 a year.
On top of that, drivers of smaller, more efficient cars will usually get cheaper insurance. swiftcover.com, for example, offers hybrid drivers an additional 10% discount on their premium.
For drivers who aren’t planning on switching their cars any time soon there are other ways to save. Keeping your boot clutter free, ensuring your tyres are properly pumped up, avoiding racing starts from the traffic lights and changing gear at the right time can also help shave pounds off your fuel bill.
As petrol costs currently average 106.3p/litre according to the fuel comparison site petrolprices.com, many of us are all looking for ways to cut our fuel consumption and save some extra cash. One option is go green, as environmentally friendly cars are not only better for the world; they are more economical as well. But it’s not just fuel saving that can be had by going green.
The lower a car’s CO2 emissions, the less road tax you have to pay. Hybrids such as the Honda Insight and the Toyota Prius emit less than 120g of CO2/km, meaning a cheap £15 annual road tax bill. It’s not just hybrid drivers who can save, as drivers of any car with emissions of less than 140g/km will only have to stump up £100 per year for road tax. So if you’re in the market for a new car, it’s worth looking at small diesels and vehicles with stop-start technology that actually switch off the engine when you are stopped – such as at traffic lights – and switch it on again seamlessly when you drive off.
Hybrid drivers are also exempt from the London congestion charge and in some London boroughs, such as Richmond, residents who drive eco-friendly cars can park for free, saving up to £110 a year.
On top of that, drivers of smaller, more efficient cars will usually get cheaper insurance. swiftcover.com, for example, offers hybrid drivers an additional 10% discount on their premium.
For drivers who aren’t planning on switching their cars any time soon there are other ways to save. Keeping your boot clutter free, ensuring your tyres are properly pumped up, avoiding racing starts from the traffic lights and changing gear at the right time can also help shave pounds off your fuel bill.
Wednesday, 16 September 2009
Innovation, perspiration and dedication
This month, the Swift Awards visited Macclesfield, Newport, Kingston upon Thames and Inverness, and discovered some truly outstanding businesses. What the team really noted, however, was the variety of businesses thriving despite the recession: taxi companies, florists, fish and chip shops to name but a few are flourishing due to their dedication to providing great services. However, of the 17 winners two businesses really stuck out, one for its innovation, and the other for its dedication to excellence.
Trevor Daniel, manager of the online company TaxiRoute hit upon a fantastic idea when he developed a program to calculate the cost of a taxi fare between two places. Customers who want to find out how much they should be paying for a taxi journey simply go to TaxiRoute’s website and enter the addresses of their origin and destination, and the site comes back with a guide to how much the customer should pay as well as contact details for local taxi firms. Best of all, because the site charges taxi companies to advertise on the site, it’s able to offer the service to customers for free, as well as potentially saving them money on the fare.
On the other side of the spectrum, we discovered Ti22 Vehicle Services, an independent vehicle detailer in Newport. Vehicle detailers carefully restore cars’ interiors and exteriors, aiming to leave the car ‘better than new’. James Walker, the business’ owner, explains what makes Ti22 different: “We’re the only vehicle detailer in Wales to be authorised by Swissvax, a specialist vehicle wax provider whose seal of approval is the industry’s benchmark. Also, because Ti22 has its own secure premises, owners can feel comfortable leaving their pride and joy with us.”
What really makes Ti22 stand out is a passion for cars. James is immensely proud of what he does as he truly cares about the cars he’s restoring. So much so that he’s been rewarded with the opportunity to restore some truly incredible cars such as a 20 year old Porsche 911 and a TVR Tuscan. Check out his work here.
Although the two businesses are in completely different industry sectors, what they have in common is a devotion to providing the best possible service to customers, making them perfect Swift Award winners. These businesses have gone out of their way to leave their customers satisfied.
Trevor Daniel, manager of the online company TaxiRoute hit upon a fantastic idea when he developed a program to calculate the cost of a taxi fare between two places. Customers who want to find out how much they should be paying for a taxi journey simply go to TaxiRoute’s website and enter the addresses of their origin and destination, and the site comes back with a guide to how much the customer should pay as well as contact details for local taxi firms. Best of all, because the site charges taxi companies to advertise on the site, it’s able to offer the service to customers for free, as well as potentially saving them money on the fare.
On the other side of the spectrum, we discovered Ti22 Vehicle Services, an independent vehicle detailer in Newport. Vehicle detailers carefully restore cars’ interiors and exteriors, aiming to leave the car ‘better than new’. James Walker, the business’ owner, explains what makes Ti22 different: “We’re the only vehicle detailer in Wales to be authorised by Swissvax, a specialist vehicle wax provider whose seal of approval is the industry’s benchmark. Also, because Ti22 has its own secure premises, owners can feel comfortable leaving their pride and joy with us.”
What really makes Ti22 stand out is a passion for cars. James is immensely proud of what he does as he truly cares about the cars he’s restoring. So much so that he’s been rewarded with the opportunity to restore some truly incredible cars such as a 20 year old Porsche 911 and a TVR Tuscan. Check out his work here.
Although the two businesses are in completely different industry sectors, what they have in common is a devotion to providing the best possible service to customers, making them perfect Swift Award winners. These businesses have gone out of their way to leave their customers satisfied.
Thursday, 27 August 2009
Old school vs. new school
Among the Swift Award winners this month there was a real mixture of old and new. Carlisle-based coffee shop John Watt & Son has roasted fresh coffee beans on-site nearly every day since it was established in 1865, and the business has remained true to its roots ever since. Rather than spending money on advertising, John Watt & Son continues to lure customers in the way it always has - by filling the Carlisle streets with the rich smell of roasting coffee. Of course, there have been a few changes, as loyal customers have welcomed new ranges of food and drink, but the store’s philosophy remains the same - fantastic coffee, and a friendly, welcoming atmosphere.
At the other end of the country, an Ilford flower shop has been embracing new technology and using it to provide better service to its customers. Monica Riat, the owner of Monica’s Florist, has experimented with Skype so customers using the site can call her for free to place or change orders, saving money on their phone bills. The store also has a Twitter account and a blog which it uses to keep customers up to date with special offers and to give them advice on how best to look after their flowers.
Monica explains: “We always try to push things forward in order to offer the best possible standards of service. We offer same-day deliveries, and have now extended this service across the whole of London. Although we’ve only been around for two years, we’ve already established a strong customer base by making it easy for people to contact us with questions and by offering the highest quality flowers.”
These examples show that whether a successful business is old or new, what matters is dedication to customers. Both businesses focus on delivering great service and high quality products to make sure that people come back again and again. At Swift Relief, we thrive on finding and rewarding great local businesses to make customers’ lives easier, and all this month’s winners thoroughly deserve their Swift Awards.
At the other end of the country, an Ilford flower shop has been embracing new technology and using it to provide better service to its customers. Monica Riat, the owner of Monica’s Florist, has experimented with Skype so customers using the site can call her for free to place or change orders, saving money on their phone bills. The store also has a Twitter account and a blog which it uses to keep customers up to date with special offers and to give them advice on how best to look after their flowers.
Monica explains: “We always try to push things forward in order to offer the best possible standards of service. We offer same-day deliveries, and have now extended this service across the whole of London. Although we’ve only been around for two years, we’ve already established a strong customer base by making it easy for people to contact us with questions and by offering the highest quality flowers.”
These examples show that whether a successful business is old or new, what matters is dedication to customers. Both businesses focus on delivering great service and high quality products to make sure that people come back again and again. At Swift Relief, we thrive on finding and rewarding great local businesses to make customers’ lives easier, and all this month’s winners thoroughly deserve their Swift Awards.
Thursday, 6 August 2009
We’re all going on a summer holiday
It might not be the sunniest of economic climates at the moment, but getting into the holiday spirit is still high on the agenda according to the UK’s tourism agency VisitBritain, which has discovered that more than half of Brits are refusing to cut back on their holidays this year.
But with VisitBritain also suggesting that 20% of people who went abroad last year will holiday in the UK this year to save money, could The Independent be right in branding 2009 as ‘the year of the staycation?’
The fantastic weather predicted earlier in the summer by the Met Office was set to help the rise of Brits holidaying at home and boost the UK tourism industry. However now that the ‘barbeque summer’ is off, the poor weather is set to put a dampener on the sunny staycations many people had planned.
It seems that the washout weather has shifted holiday makers allegiances back to foreign holidays. The Association of British Travel Agents (ABTA) has reported that members have seen an increase in business of up to 40% over recent weeks as Brits jet off to try to escape the rain.
According to ABTA, now is a great time to book a summer getaway as there are still a wide range of holidays available and many late offers around to help your budget go further. If you are tempted by a last minute break, make sure you shop around to take advantage of the cheapest late deals. Remember to protect yourself with travel insurance should the worst happen and your sunny holiday ends up turning into a rainy day.
But with VisitBritain also suggesting that 20% of people who went abroad last year will holiday in the UK this year to save money, could The Independent be right in branding 2009 as ‘the year of the staycation?’
The fantastic weather predicted earlier in the summer by the Met Office was set to help the rise of Brits holidaying at home and boost the UK tourism industry. However now that the ‘barbeque summer’ is off, the poor weather is set to put a dampener on the sunny staycations many people had planned.
It seems that the washout weather has shifted holiday makers allegiances back to foreign holidays. The Association of British Travel Agents (ABTA) has reported that members have seen an increase in business of up to 40% over recent weeks as Brits jet off to try to escape the rain.
According to ABTA, now is a great time to book a summer getaway as there are still a wide range of holidays available and many late offers around to help your budget go further. If you are tempted by a last minute break, make sure you shop around to take advantage of the cheapest late deals. Remember to protect yourself with travel insurance should the worst happen and your sunny holiday ends up turning into a rainy day.
Wednesday, 15 July 2009
The personal touch
We’re always hearing about the credit crunch and what businesses are doing to do to scrape by: cutting back on costs, finding different suppliers and letting staff go. So this month it was fantastic to talk to a business owner who hasn’t had to change a thing. E Pellicci, a popular café in East London, has been run by the Pellicci family since it was established in 1900. Tony Pellicci, who’s currently in charge, says he runs the cafe the same way it’s always been run: he keeps prices reasonable, ensures that the food is the best in the area, and, most importantly, looks after his customers personally.
Tony explains: “Of course times are harder now, but if you’re doing things properly and treating your customers right then people will always come back. I’ve known most of my customers for years, and they say that coming here is like coming home. How can the big coffee shops compete with that?”
That’s not to say that innovation is a bad thing: The Real Food Café in Stirling (whose business card you can find here) responded to customer demand by introducing a new ordering system. People now phone ahead of their arrival to pre-order their food, which means less waiting time for customers and enables the kitchen to better plan its order. The new system recently helped the café serve a party of 40 in less than ten minutes! And staff literally went the extra mile when a waiter drove half way across Scotland to return a set of keys to a forgetful customer.
These businesses are what the Swift Awards are all about: speedy service, combined with staff and owners who really care about what they do. It is this dedication to service that has helped to make these businesses as successful as they are.
Tony explains: “Of course times are harder now, but if you’re doing things properly and treating your customers right then people will always come back. I’ve known most of my customers for years, and they say that coming here is like coming home. How can the big coffee shops compete with that?”
That’s not to say that innovation is a bad thing: The Real Food Café in Stirling (whose business card you can find here) responded to customer demand by introducing a new ordering system. People now phone ahead of their arrival to pre-order their food, which means less waiting time for customers and enables the kitchen to better plan its order. The new system recently helped the café serve a party of 40 in less than ten minutes! And staff literally went the extra mile when a waiter drove half way across Scotland to return a set of keys to a forgetful customer.
These businesses are what the Swift Awards are all about: speedy service, combined with staff and owners who really care about what they do. It is this dedication to service that has helped to make these businesses as successful as they are.
Thursday, 18 June 2009
Shoppers Look Local for Value and Quality
The battle between independent traders and supermarket giants has been rapidly increasing throughout the last decade with many of the larger retailers securing prominent sites on Britain’s high streets or tempting shoppers away from city centres altogether by setting up out-of-town megastores.
With supermarkets boasting a wealth of credit crunch deals and smart marketing campaigns, it is hardly surprising that independent traders have suffered as a result.
However, this week one of our judges spoke to a butcher who believes that independent traders can not only provide shoppers with good value for money, they can also offer better quality produce and a level of customer service that their larger counterparts cannot compete with.
‘People get duped by the false marketing of supermarkets,’ says Simon Boddy, proprietor of ‘Best Butchers’ in Milton Keynes. ‘Customers are genuinely surprised when they realise that not only is our produce much cheaper than some of the ranges they would normally buy from the supermarkets, it is also of a far superior quality.’
The shop is located on a farm on the outskirts of the town so it does not benefit from passing trade and does not believe that advertising is the solution to gaining new custom. Instead Best Butchers relies heavily on good old fashioned word of mouth, whereby the provision of a quality service and excellent prices are paramount in keeping customers satisfied and winning new trade.
Simon Boddy explains: ‘Recently we have seen a return to quality. Lots of new customers have begun to come to our shops with their cookbooks having been recommended by friends and they appreciate the fact that we are happy to spend time talking to them. They know they can ask us questions regarding different cuts of meat and suitability and we will take time to explain what will save them money whilst not to compromising on quality or taste.’
Boddy also believes that programmes such as Hugh Fearnley-Whittingstall’s ‘River Cottage’ and Jamie Oliver’s ‘School Dinners’ have influenced consumers tremendously, with the all-important message of quality not quantity highlighting the advantages of returning to smaller, local providers.
As supermarket chains strive to dominate the UK, independent traders and spokespeople are joining together to encourage consumers to shop locally instead and support their local businesses, and, as Simon Boddy believes, opt for a far better quality and lower prices. So it is possible that as a result of the credit crunch we could see a change in consumer trends and a return to quality as many customers take the leap from bigger to better.
Best Butchers offers a free delivery service for all orders exceeding £30 and a charge of £5 for all orders under this amount. Click here to go to Best Butcher's show page.
With supermarkets boasting a wealth of credit crunch deals and smart marketing campaigns, it is hardly surprising that independent traders have suffered as a result.
However, this week one of our judges spoke to a butcher who believes that independent traders can not only provide shoppers with good value for money, they can also offer better quality produce and a level of customer service that their larger counterparts cannot compete with.
‘People get duped by the false marketing of supermarkets,’ says Simon Boddy, proprietor of ‘Best Butchers’ in Milton Keynes. ‘Customers are genuinely surprised when they realise that not only is our produce much cheaper than some of the ranges they would normally buy from the supermarkets, it is also of a far superior quality.’
The shop is located on a farm on the outskirts of the town so it does not benefit from passing trade and does not believe that advertising is the solution to gaining new custom. Instead Best Butchers relies heavily on good old fashioned word of mouth, whereby the provision of a quality service and excellent prices are paramount in keeping customers satisfied and winning new trade.
Simon Boddy explains: ‘Recently we have seen a return to quality. Lots of new customers have begun to come to our shops with their cookbooks having been recommended by friends and they appreciate the fact that we are happy to spend time talking to them. They know they can ask us questions regarding different cuts of meat and suitability and we will take time to explain what will save them money whilst not to compromising on quality or taste.’
Boddy also believes that programmes such as Hugh Fearnley-Whittingstall’s ‘River Cottage’ and Jamie Oliver’s ‘School Dinners’ have influenced consumers tremendously, with the all-important message of quality not quantity highlighting the advantages of returning to smaller, local providers.
As supermarket chains strive to dominate the UK, independent traders and spokespeople are joining together to encourage consumers to shop locally instead and support their local businesses, and, as Simon Boddy believes, opt for a far better quality and lower prices. So it is possible that as a result of the credit crunch we could see a change in consumer trends and a return to quality as many customers take the leap from bigger to better.
Best Butchers offers a free delivery service for all orders exceeding £30 and a charge of £5 for all orders under this amount. Click here to go to Best Butcher's show page.
Wednesday, 10 June 2009
Complaints about complaining
The BBC consumer champion Watchdog recently carried out some research to find out how long it took a number of leading companies to answer their customer hotlines. Telephone and broadband providers including BT, Vodafone and Tiscali were tested, along with satellite TV provider Sky.
Watchdog researchers made 500 calls and found that on average the companies answered in less than three and half minutes. The fastest was mobile phone provider Three, with an average of just one minute 39 seconds before researchers got to speak to a person, whilst BT and Sky came out worst, with the satellite channel keeping one caller on hold for more than two hours and ten minutes.
The irony of this of course is that many callers using customer hotlines are usually trying to lodge a complaint or sort out an issue – people don’t often call up companies to leave compliments – so keeping consumers hanging on for such a long time is only going to compound matters.
Most local businesses don’t need such complex systems to deal with customer concerns and complaints because hopefully they won’t have the volume of enquiries. However, the principle of responding quickly and effectively to address customer concerns remains the same.
In fact, because many consumers are so used to lukewarm service at best, punctuated by infuriating cases of simply bad service, if you are sympathetic and courteous in the way you deal with customer issues, you are not only more likely to reach a satisfactory conclusion, you could actually be rewarded with greater loyalty from a customer who appreciates being taken seriously for a change.
At Swift Relief we have compiled a list of hints and tips to help consumers get good service – although they are equally useful for businesses wanting to win their customers over – so click here to find out more, or you can visit the Business Link website for a useful resource of guides and information on dealing with complaints and delivering good customer service.
Watchdog researchers made 500 calls and found that on average the companies answered in less than three and half minutes. The fastest was mobile phone provider Three, with an average of just one minute 39 seconds before researchers got to speak to a person, whilst BT and Sky came out worst, with the satellite channel keeping one caller on hold for more than two hours and ten minutes.
The irony of this of course is that many callers using customer hotlines are usually trying to lodge a complaint or sort out an issue – people don’t often call up companies to leave compliments – so keeping consumers hanging on for such a long time is only going to compound matters.
Most local businesses don’t need such complex systems to deal with customer concerns and complaints because hopefully they won’t have the volume of enquiries. However, the principle of responding quickly and effectively to address customer concerns remains the same.
In fact, because many consumers are so used to lukewarm service at best, punctuated by infuriating cases of simply bad service, if you are sympathetic and courteous in the way you deal with customer issues, you are not only more likely to reach a satisfactory conclusion, you could actually be rewarded with greater loyalty from a customer who appreciates being taken seriously for a change.
At Swift Relief we have compiled a list of hints and tips to help consumers get good service – although they are equally useful for businesses wanting to win their customers over – so click here to find out more, or you can visit the Business Link website for a useful resource of guides and information on dealing with complaints and delivering good customer service.
Wednesday, 13 May 2009
Simple yet very effective
Odd as it may sound, popularity can be a problem for some businesses. Take Pumpernickel sandwich bar and deli in Uxbridge for example, which has proven so successful that customers face sizeable queues at lunchtime. With the current economics situation, Britain’s workers are putting in longer hours, therefore, the prospect of wasting precious minutes queuing can understandably be a frustrating experience to many employees and, can potentially be the cause for customers choosing to go elsewhere.
So we were impressed with Pumpernickels’ innovative response to this exact problem. The café and deli was started by two self-confessed foodies with a professional catering background whose combined history in restaurant expertise as well as mutual appreciation of high quality food for affordable prices meant that Pumpernickels quickly became so popular that long queues were soon leading out of the shop and down the high street.
As a response to increasing customer demand, the owners decided to launch an online ordering facility on their website www.pumpernickels.net For no additional charge customers can now design their perfect sandwich whilst remaining seated at their desk. As payment can also be taken online, all customers need to do is bring their confirmation number to the shop where their sandwich will be ready and waiting for their collection, minimising customer waiting time and increasing business productivity in one go. Simple yet very effective.
Pumpernickels also stresses the importance of catering for a variety of budgets, from credit crunch specials and, basics fare through to gourmet meals. Founder Vicky Francis says: “Having a wide variety of options can be very advantageous as it will appeal to a variety of budgets and ultimately increase your target audience.
“However, when times get tough you also need to ensure that you are giving customers the best possible value for their money. Instead of cutting corners look at other ways of reducing your overheads and take time to source the best possible prices as competition will become fierce.”
Tuesday, 28 April 2009
Waste not want not
Launching a fledgling business during a recession may seem like a bad idea, but this week we spoke to a young entrepreneur from Manchester who believes that if you can save your customers money then you can potentially turn the economic downturn into a great business opportunity.
Shiply was founded in June 2008 by Robert Matthams. Already the company has 3,500 hauliers signed up to use its services and an impressive 15,000 customers, a figure that is likely to rise significantly in accordance with future developments.
Shiply was founded in June 2008 by Robert Matthams. Already the company has 3,500 hauliers signed up to use its services and an impressive 15,000 customers, a figure that is likely to rise significantly in accordance with future developments.
The website www.shiply.com serves as a virtual marketplace matching haulage companies with customers looking to transport goods. Customers log on to the website and post specifications of items they need collected or delivered. In response, transport companies registered with the site can then bid for the job, leaving the customer free to choose the best possible deal.
Waste not want not is the motto for this story as the ingenuity of the idea lies in the fact that each job is carried out by a driver returning from a previous delivery job with an empty vehicle. Not only does this venture reduce customer expenditure by up to 75%, but it also saves them the time spent chasing companies for a quote. Of course it also helps hauliers to increase their profit by filling what normally would be empty vehicles and, benefits the environment by reducing both congestion and carbon emission.
The idea arose upon the delivery of a snooker table to Robert whilst he was still a student. After chatting to the delivery driver and finding out he would be returning from Manchester to London with an empty vehicle, Robert decided to carry out further research which revealed that 25% of all lorries on the road are travelling completely empty, having completed their deliveries.
Matthams believes that a recession can be a great time to start a business because advertising costs are much cheaper, and, if you have an idea that can reduce consumer expenditure by maximising existing resources then the recession can act as a great platform in which to start your new venture.
So, what factors have been integral to the rapid success of the company? Robert advises: “Make sure your business plan enables you to move and grow as quickly as possible, ensuring the protection of your intellectual property at every step.”
Waste not want not is the motto for this story as the ingenuity of the idea lies in the fact that each job is carried out by a driver returning from a previous delivery job with an empty vehicle. Not only does this venture reduce customer expenditure by up to 75%, but it also saves them the time spent chasing companies for a quote. Of course it also helps hauliers to increase their profit by filling what normally would be empty vehicles and, benefits the environment by reducing both congestion and carbon emission.
The idea arose upon the delivery of a snooker table to Robert whilst he was still a student. After chatting to the delivery driver and finding out he would be returning from Manchester to London with an empty vehicle, Robert decided to carry out further research which revealed that 25% of all lorries on the road are travelling completely empty, having completed their deliveries.
Matthams believes that a recession can be a great time to start a business because advertising costs are much cheaper, and, if you have an idea that can reduce consumer expenditure by maximising existing resources then the recession can act as a great platform in which to start your new venture.
So, what factors have been integral to the rapid success of the company? Robert advises: “Make sure your business plan enables you to move and grow as quickly as possible, ensuring the protection of your intellectual property at every step.”
Thursday, 26 February 2009
Welcome to the Swift Awards blog!
Each week our judges interview a diverse range of local businesses throughout the UK to find shops, tradespeople and companies that offer good customer service and great value. Each nominated business must be able to demonstrate its ability to provide the quickest, most reliable and hassle-free service for its customers, as measured against our tough awards criteria. However, we are also looking for companies that contribute to a thriving local business community; either by offering innovative services in accordance to customer needs, or simply an ongoing commitment to going that extra mile.
If they successfully pass the judging process, nominated businesses join a host of other winners on the Swift Award business directory, showcasing only the very best of local firms throughout Britain. The Swift Award business directory is rapidly expanding and we now have over 300 winning businesses featured online. So if you are looking for a reliable company that offers great value, the Swift Award business directory is the first place to look.
Our judges have been so impressed by many of the businesses we have spoken to that we have decided to create this blog to share with you some of the success stories and customer service tips we’ve heard. The blog will cover topics such as how small businesses are overcoming the credit crunch, what the current business trends are, and the revival of ‘good old-fashioned customer service’. The blog will not only be useful to business owners and employees, it will make fascinating reading for customers as well.
So every week our blog will give you a look behind the scenes at the Swift Awards and some of the best local businesses in the UK. But we would also love to hear from you, whether you are a customer with a story to tell about customer service, or a company owner who wants to shout about their business.
If they successfully pass the judging process, nominated businesses join a host of other winners on the Swift Award business directory, showcasing only the very best of local firms throughout Britain. The Swift Award business directory is rapidly expanding and we now have over 300 winning businesses featured online. So if you are looking for a reliable company that offers great value, the Swift Award business directory is the first place to look.
Our judges have been so impressed by many of the businesses we have spoken to that we have decided to create this blog to share with you some of the success stories and customer service tips we’ve heard. The blog will cover topics such as how small businesses are overcoming the credit crunch, what the current business trends are, and the revival of ‘good old-fashioned customer service’. The blog will not only be useful to business owners and employees, it will make fascinating reading for customers as well.
So every week our blog will give you a look behind the scenes at the Swift Awards and some of the best local businesses in the UK. But we would also love to hear from you, whether you are a customer with a story to tell about customer service, or a company owner who wants to shout about their business.
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