There’s little value in stuffy classroom-based training where you’re lectured by someone who doesn’t understand the dynamics or the reality of the site and sales roles...

...but it is immediately obvious that Cary clearly understands all the different aspects and pressures and is able to relate very well to people at all levels, whether it be a Site Manager, Sales Manager, Sales Consultant or at Director level.  Cary talked openly and honestly about all aspects of the handover, especially the importance of honesty and gave great advice on how to deal with all possible circumstances.

Everyone took something away from the course

Even those who thought they wouldn’t learn anything new found that by bringing everything they already knew together in the right frame of reference, and having a trainer who can really identify with the customers’ feelings, it made all the difference.  That’s what the course was really all about.

We’ve had some wonderful comments from customers since the training

We’ve benefitted hugely from demonstration training in the past, and we see that coming back very strongly through the verbatim feedback from our customers, so we wanted to take things to the next level and make our handovers as consistent and as special as possible too.  The training has helped our Sales Consultants feel more comfortable and confident in what they’re doing and you can almost see them walking an inch taller now, as they carry out the demonstrations and handovers.  And we’ve had some wonderful comments from customers since the training.  To hear them saying that not only is the quality of the product fantastic, but they’ve had a fantastic service too, and then going on to name individual members of staff is great.

Extremely impressed by the honesty, openness and professionalism of In-house

In-house’s training is hugely beneficial because it’s relevant, well delivered, and is clearly well researched and thought through.  No matter who we deal with at In-house, whether it’s Malcolm or anyone else in the team there, we’ve always been extremely impressed with the honesty, openness, and professionalism, and that extends right the way through the training as well.  It’s something that I find personally very very refreshing.

Mike Cowie, formerly Sales Director

Stewart Milne Homes North

We have delivered this training across all of our home divisions...

...it is fantastic to see our employees putting into practice all the tips received.

This makes their relationships with customers both internal and external much more productive. The follow up to the training with Malcolm’s toy elephants and email reminders keeps this fresh for everyone and our employees have advised me that they can’t wait for the refresh course.

Susan Hudson, Learning & Development Manager

Stewart Milne Group

The In-house customer satisfaction survey highlights where we might be going wrong and allows us to improve our offering to customers...

The survey gives us a lot of information about what our customers think of us

When each survey comes through I read it and then view the online reports so I can get a flavour and an overview of what is going on. The surveys are then sent to management within different departments to look into issues on the plots highlighted. We then discuss our findings with the site to see where things have gone wrong, and where we can improve in the future.

We were able to have an input into what actually went into the survey

When In-house were developing their new survey they came to us and asked for feedback, which I think was really good and shows how much they value their clients. We were able to have our own input in order to get everything we wanted and it’s good to know we’ve helped to form the basis of their survey.

The online reports are really flexible when it comes to viewing results

When I want to view results I can go into their online reporting system and view them at any time of day. I can dip in and out, and look at things from different angles, which is excellent. For instance, I can look and compare different sites to see how they’ve been getting on over different periods, whether it’s 6 months or a year, and see their trends. This allows us to pick off different pieces of information depending on what we want to focus on.

I would definitely recommend In-house’s customer satisfaction survey…

…Because it’s there to help improve business performance and service to customers. We are a 5* builder and that means a lot to us, but in order to keep that we need to make sure we are looking at what we’re offering customers. Working with In-house gives us everything we need, in that the quality of our service is maintained and improved.

Maureen Aston, Head of Customer Service

Stewart Milne Homes Central Scotland

In-house really helped us to understand how our customers used their homes and how we could improve the design to delight customers further...

We wanted the results to help us refine the future designs of our homes

The feedback In-house provided has been vital in our approach to refining our designs and ensuring they would meet future customers’ aspirations.

We definitely got everything we needed

We wanted to benchmark our homes so that we had a strong platform from which to develop designs. We definitely got what we were looking for from the project.  In fact we’ve just signed off on improvements to plans, layouts and specifications. The research In-house undertook helped us enormously to achieve this.

In-house delves deeper to find out what people really think

If a customer says something is just OK, In-house will probe further to get to the real opinions and feelings of customers. In-house really care about the work they do and it’s not just a job.  It makes them so different to other research companies.

I would definitely recommend In-house for product research…

…because I know how great they are. I wouldn’t think twice about putting a research project in their hands. Up until a few years ago I thought they only offered their customer satisfaction survey, but after speaking to Malcolm and realising the breadth of their offering, we've worked with them on several other research projects.  To top it all, they really know what being customer centric is. Nothing is ever an issue, they're just like part of our company.

Carolanne Dieleman, Group Sales & Marketing Director

Stewart Milne Group