Who cares wins - 2004

More than 70 business people from across Skye and Lochalsh gathered at Aros in Portree yesterday (Tuesday 7th December), to get advice and top tips on providing excellent customer service.

The event was part of the Who Cares Wins initiative devised by Skye and Lochalsh Enterprise (SALE) to highlight the business benefits to be gained by providing consistent high quality customer service. The Who Cares Wins customer survey results for 2004 were launched at the event.

Chairman of Highlands and Islands Enterprise (HIE), William Roe, opened the event. Mr Roe said: "It was fantastic to see so many businesses from Skye and Lochalsh represented. I have been involved in previous Who Cares Wins events and each time there seems to be a great buzz and enthusiasm throughout the day. The conference sessions were well received by the delegates and provided excellent practical information which can be applied within the workplace."

This year Who Cares Wins included a large street survey as well as the usual business survey.  Collectively, both surveys represent the voice of over 1,000 customers commenting on over 250 different businesses across Skye and Lochalsh.

The survey results were presented by Julie MacLeod, director of MacLeod Research Associates, who carried out the research. She was joined at the event by Nigel Barlow and Robert Crawford, leading experts in customer care who delivered a series of practical sessions.

Robert Crawford, director for the Institute of Customer Service across Scotland, Ireland and Northern Ireland, is regarded by many as the UK's leading customer service professional. Mr Crawford's presentation was 'Service for Winners' which helped the businesses taking part develop their own strategies and plans for service rather than just leaving it to chance.

Nigel Barlow, director of Service Legends Ltd, with a reputation as one of the world's most dynamic business speakers, addressed delegates with a vision for the future 'Bringing Skye's Magic to the Customer'. In this interactive session he introduced creative methods for businesses to envision more successful future's for themselves and for their customers.

The businesses which took part in the surveys will be given the opportunity to develop personalised customer service plans using the results of their own specific customer feedback and the wider challenges presented by the findings of the street survey at workshops to be organised by SALE in early 2005.

Claire Campbell, Who Cares Wins event organiser for SALE, was encouraged by the attendance at the event, she said: "We have had a terrific response from businesses with 12 per cent more businesses taking part in this year's survey and I'm pleased to say the area has scored highly in terms of customer satisfaction with results showing a 81 per cent average customer satisfaction score across all businesses.

"However we can never stop developing and improving our customer service delivery - businesses with a reputation for service excellence are more likely to reap financial benefits as a result.

"At the conference we pushed home the message that customer service cannot be left to chance and that the quality must be consistent.  Many delegates spoke to me about how helpful and informative the sessions were, with many taking away practical tips they can use in their own businesses."