Case Study – Satisfying customers by bringing out the best in your people …and yourself
Running a conference venue means the demands are continuous and the expectations are high. You have to ensure not only your customers are delighted, but their customers are delighted too. Here, Tim Hall tells how coaching has helped him become top in the group for customer satisfaction, and is getting the best from his people…and himself.
"This coaching is enlightening and thought-provoking. It enables me to take time out to look at myself, what I do and how I think about things. I’m now much more objective about who I am, where I am and where I want to go. I’m thinking with greater clarity and I am more at ease with myself. By adopting some of the coaching processes I’ve been able to bring out the best in my key managers. My team have become more receptive and more responsive. The customers are even more satisfied. The overall satisfaction rating from the events we handle has gone up and we are now top in our group. Coaching has played an important role in achieving this. The directors are probably seeing me being less stressed and more at ease with things. To get the most from the coaching requires you to be open, honest and truthful with yourself, no matter how challenging that may be. It’s given me a sense of satisfaction to be able to express myself to myself. This coaching takes me to places I’ve never been before, face questions I’ve never asked before and find the answers."
Tim Hall MIH - General Manager - The Sundial Group - Barnett Hill
You can call Neil on 01737 243589