The importance of good customer service by Andrew McRae from Context Interiors, Edinburgh
Andrew McRae kindly took a few hours out of his busy schedule to give a talk at our breakfast event at Centotre, Edinburgh on the 8 June. The importance of good customer service was the topic of Andrew’s 30 minute talk. Andrew is an architect at Simon Laird Associates and owner of Context Interiors, a homewares boutique in the Morningside district of Edinburgh.
Andrew McRae with his wife Alice at Context Interiors, Morningside, Edinburgh
While working at the city’s branch of John Lewis between 1993 and 2001 he learned that good customer service is a key factor in creating the right perception of the company. Today, quality customer service is more important than ever, especially since the internet and social media tools allow dissatisfied customers to vent their frustration. Such negative customer comments can undo all the years of hard work and expense that businesses spend on establishing themselves.
John Lewis’s approach to customer service and staff benefits made a big impression on Andrew when he started working at the Edinburgh store as a teenager. He has applied a similar ethos to his retail business, Context Interiors, and his work as an architect at Simon Laird Associates. Andrew worked at John Lewis part-time for eight years, starting while at secondary school, then during his studies at Edinburgh College of Art, and finally to help supplement his income while starting out as a junior architect.
During his time at John Lewis, Andrew was impressed by the store’s unique approach on everything from, the staff bonus scheme, regular staff training, the social events at the store’s bar and the hi-fi department. At the time they allowed customers to demo hi-fi separates before purchasing. The store’s vibrant social side was also significant, as it encouraged the strong team spirit.
Andrew is also inspired by other retail outlets, and was recently impressed by Richer Sounds, Edinburgh as the staff were knowledgeable and helpful. He approved of the sign at the counter, which reads:
1. The customer is always right
2. If the customer is wrong, refer to rule #1
While preparing to go on holiday he regularly uses the Trip Advisor website for reading reviews about hotels, restaurants and places of interest. On a recent visit to Dubai, Andrew was impressed by the very high standard of customer service, which made the holiday all the more enjoyable.
With online customer reviews on many websites, it is now very easy for a dissatisfied customer to vent their frustration or anger for all to see. Andrew explained that a few years ago while looking to buy a new car from a well-known outlet he immediately had second thoughts when he discovered bad reviews online.
However, should a business deliver good service consistently then it can breed loyalty and more business via word of mouth. This type of marketing is often overlooked by business owners, and yet there is no significant financial outlay. It only takes time and training to implement a customer service standard into a business.
Recently, John Lewis Partnership was named ‘Company of the Year by Scottish Business in the Community’. Its stores in Edinburgh, Glasgow and Aberdeen were praised for their sustainable business practice. The business continues to innovate, for example, the Edinburgh branch has a home design adviser, Toby Durant, who can visit your home to help you make the right choices with re-decorating or interior design.
Context Interiors meanwhile, won the category ‘Emerging Retailer of the Year’ at the Scottish Retail Excellence Awards. In August 2010, a second store will open in Cockburn Street, Edinburgh which will sell a selection of home accessories along with quality gifts and souvenirs. Andrew is also working to build the online business and increase the range of products available at www.contextinteriors.co.uk.
Andrew ended his talk by presenting the draw prizes of a Context Interiors gift voucher to Marc Jones form Ice Bomb Design and a Chocolate Library ‘book’ about Edinburgh Castle to Chris Thomas from One Accounting.
Video about Tech Meet Up in Edinburgh, Glasgow and Aberdeen
Sam Collins explains why he started Tech Meet Up in Edinburgh, Glasgow and Aberdeen.
Steve Brown explains more about Pickled Green, Edinburgh
Pickled Green opened in Rose Street, Edinburgh in November 2009. One of the partners in the business, Steve Brown, explains in the video the background to the new restaurant and deli. Steve is keen to point out that Pickled Green are focused on running the business in an ethical manner, for example, they send zero waste to landfill, have no gas power in the kitchen and use fresh seasonal ingredients in their dishes. The restaurant will be the venue for two 6 Degrees Networking evening events on Tuesday 11 May 2010 and Tuesday 13 July 2010, both events start at 17.30 for 18.00 and finish at around 20.00.
Iain Bolland presentation Centotre 20 October 2009
Iain Bolland from Bolland & Burke Chartered Accountants explains to guests how businesses can overcome financial challenges thrown up by the current recession. This presentation took place at Centotre Edinburgh on 20 October 2009.
Signposter.com presentation 1 September 2009
Dominic Coupe from Signposter.com explained to guests at our first Glasgow event how businesses can benefit from affordable outdoor advertising.
Part one. Background to Signposter.com.
Part two. How Signposter.com works.
Part three. Question and answer session.
“Only memory affects behaviour” is the key message at The Rhetorical Company’s talk
Attendees at The Business Grapevine event on the 30 July 09 were given a short talk on how to get their message across when speaking in public by Andrew Forbes from the The Rhetorical Company.
You can view Andrew’s talk in three parts below.
Gerry Fitzgerald offers guidance to those facing redundancy or business failure
At our networking event on the 23 July at La Cantina, Edinburgh, guest speaker Gerry Fitzgerald explained his plans to launch a new service to help those facing redundancy or business failure.
You can watch Gerry’s talk in two parts below.
If you would like more information about this service you can contact Gerry Fitzgerald on 07717 741288 or via our contact page and we will forward his email address to you.
Shaf Rasul talk 3 June 2009 Edinburgh
Edinburgh entrepreneur Shaf Rasul gave an informal talk at an event organised by the networking group www.business9am.co.uk on Wednesday 3 June 2009.
Mr Rasul explained to the guests that upon quitting his new job in a law firm in Glasgow (after graduating for Strathclyde University in corporate law) he chatted to an acquaintance on the train home about the IT industry.
This growing and dynamic sector appealed to Mr Rasul and he immediately set up Silicon Concepts in 1994 and subsequently won a six figure contract. Most people would never contemplate such an audacious venture since he knew little about IT and running a business. Mr Rasul didn’t have the financial resources to fulfil the contract either, but by hiring the right talent and managing the business effectively he succeeded. He pointed out that self-belief and a can do attitude was a massive factor in his early days of business.
The maxim of hiring people who are talented in a particular field is a favourite among many entrepreneurs (Felix Dennis for one) and Mr Rasul is no exception.
He also believes the business should have a good cashflow and avoid unnecessary processes. Mr Rasul often buys businesses that are struggling; cuts out the systems and processes he deems unessential; makes them successful then sells them for amazing profits. In one instance he sold a company he bought for £20K for £2million.
Mr Rasul is constantly investing in businesses and is now one the richest men in the country. He recently appeared on the online version of the BBC’s Dragons’ Den with Julie Meyer of First Tuesday and Skype fame.
While the budding entrepreneurs on the Dragons’ Den are happy to part with shares in their businesses for cash, Mr Rasul would never do the same. He would rather give the talented people he employs a profit share or pay a large salary. Again this is another belief held by other successful business people. Felix Dennis explains the importance of this in his book ‘How to get rich’.
Over the last decade Mr Rasul has invested in many businesses. Most have been successful while a few have failed. His recent online ventures include:
www.svp.co.uk (e-commerce site for electronic goods)
www.boffer.co.uk (one day only deals on consumer goods)
www.vuru.co.uk (social networking site)
www.geeks.co.uk (news and reviews about cool gadgets for men and women)
After a brief question and answer session the audience left the Assembly Rooms inspired by Mr Rasul’s achievements. Some were keen to talk to him about their business ideas or have a brief chat. Who knows, he may have found another business worth investing in that night.