Anyone can present results by just saying what they are...
...but Malcolm has a knack for bringing out the salient points in a lively, energetic way. He not only gets people interested, but really helps maintain their focus and concentration. He gets people thinking.
Malcolm added a huge amount to the day
We wanted our results to be not just a presentation but a workshop too. Malcolm’s role was very much that of facilitator. His being there was pivotal and really added weight to the message of change we wanted to bring across.
An empathetic understanding of industry concerns
Malcolm is extremely knowledgeable and brings a wealth of experience to his presentation. You can bring in people who have a generic understanding of customer service, but Malcolm knows from experience the challenges that our site managers, customer care and sales teams face. They are all very different. And he is genuinely empathetic, whilst at the same time being completely and utterly customer focused. He really wants you to get to the next level.
Raising standards across the board
Malcolm brings the third party view. He can talk knowledgeably about our competitors and tell us what we need to be up there with the best.
Kate Rees, Regional Sales Manager,
Lovell Partnerships Ltd Midlands, South Wales and Southern
I have been carrying out home demonstrations for a long time but I still learnt a great deal on the excellent demonstration and handover training course…
…our trainer Cary was both reassuring and approachable and her knowledge and training style captured everyone’s attention. Cary gave us tips and ideas on how to polish our demonstrations and suggested things we could add in order to improve them.
The course was very hands-on, but the best aspect for me was that Cary took us around the property and asked each of us to do a section of the home demonstration and then followed up with constructive feedback. The handouts were also very informative and succinct.
The company will benefit
I believe the company will benefit because we had a range of employees taking part; they have all learned what is involved in doing the home demonstration and how long it takes. I feel reassured that if ever I’m unavailable to go to a home demonstration, other staff have been trained to take over and have all the information that they need.
All in all, fantastic!
I would definitely recommend In-house to any company that does home demonstrations. They are very good at what they do. All in all, fantastic! And ten of out ten for Cary, she was brilliant!
Helen Barnsley, Customer Care Manager
Without any formal method of finding out what our customers thought about us it was difficult to make improvements to our service...
...but now In-house’s Customer Satisfaction Measurement shows us very clearly what we are doing well and if there are problems. So if we have an unsatisfied customer we can pinpoint it and deal with it straight away.
We use the results to reward our staff
As well as improving our customer service, we use the results to improve our product and to recognise the commitment of our staff where they have done well and show them that they’re valued in what they do. On a regional basis the measurement allows us to identify any weaknesses and organise training workshops where we feel our staff need a little more knowledge. In-house has also provided some very good training workshops for us in areas such as home demonstration and handover.
Verbatim comments are invaluable
I believe one of the best features of the measurement is the verbatim comments from our customers. Ticks in boxes are one thing, but when you can read what a customer has actually said it puts things into perspective so you don’t have to wonder what they actually meant or how they were really feeling.
I would recommend In-house without hesitation
I would not hesitate to recommend In-house because their standard of reporting is very good and they are always open to suggestions from us and, because they do a lot of surveys for other builders, they have great ideas on best practice too. In addition, they have been very helpful when we hold our annual awards by putting facts and figures together very quickly for us to determine the best performing regions.
Justine Elliott, Sales Director
Lovell Partnerships Limited
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For some of us, to plumb the depths of the human mind and to dissect what people are really thinking is incredibly rewarding. For others, like those who work in marketing or research, who are trying to work out what their customers think of them, it can be a thorn in their side.Read >
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In-house Research and Training Ltd, 24 Borough Fields, Royal Wootton Bassett, Wilts, SN4 7AX
Registered Office: Suite J, First Floor, Market House Business Centre, 2 Marlborough Road, Swindon, Wilts, SN3 1QY | Company No. 03537670. Tel: 01793 848455