With some suppliers it can feel as if you’re talking to a brick wall...
..that’s not how it is with In-house. All the team have been receptive to my needs.
When you’re outsourcing something, it needs to feel as if that company is working for you.
You can have a contract in place, and all the processes and procedures in the world, but it’s not a substitute for the ‘softer skills’ , such as communication, the supplier’s understanding of our product, and how our services work. Frankly speaking, you don’t get that all the time, even though it should be standard; but I feel that you do get it with In-house.
The right people for the job
When a project starts, you maybe haven’t fully set all the details of the plan in stone. To have Malcolm’s involvement, at such a high level, at the start was great. Malcolm guided the project in the right direction helping set the detail in place, and then transferred to the rest of the team.
It’s great working with Tom and Alex. They’re not just competent people; they’re flexible in my requests. There’s a lot of understanding and diligence. I feel I’ve been given the right people for the job.
Very much a two-way relationship
Tom has such ownership that it’s almost as if he’s working for us. He always looks to me for clarification, if necessary, and approval. He doesn’t just say, ‘What do you want?’. He suggests what we could do to make things better. It’s not as if I have to do all the thinking. It’s a very two-way relationship. I take on board In-house’s comments, but there is flexibility to change things at a later date if we decide we want to, perhaps because some circumstances have changed and we require a slightly different approach.
In-house care as much about our customer satisfaction as we do
Other companies can survey our customers, but when it comes to helping you improve, In-house have demonstrated that they have the marketing expertise and willingness to help. It wasn’t just a case of, ‘Here are your surveys…’. I feel that In-house wants to own our customer satisfaction as much as we want to.
Richard Wiseman, Quality and Improvement Manager
Network Housing Group
"In-house has the expertise!"
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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