Exeter Golf & Country Club approached the Sidona Group seeking a comprehensive solution to enhance their employee and member experience, along with their business performance. Here's how we helped...
We implemented a mystery member programme, reviewing the entire member journey end-to-end. We explored the emotions members want to feel at each key stage. The rich data gathered has thoroughly tested organisational processes and staff behaviours.
Ten key recommendations were made as a result of the mystery member programme; each presented a prime opportunity to build an emotional connection, a positive memory. The implementation of these recommendations started to create a stronger culture of customer experience. Leadership mind-sets began to shift and teamwork improved.
The Club had a strong desire to continue to build on the first phase of their learning journey. We hosted leadership programmes to develop leaders as coaches, and also implemented a ‘Train the Trainer’ programme. The business now has a team of leaders who are customer experience role models. They are accountable for ensuring the frontline team make use of their new customer experience language skills and will induct new team members to the customer experience culture.
Excellent feedback from the Club Chairman, Directors and Members.
A new customer experience culture - “A Perfect Day Every Day” - has led to a reorganisation of the business, a new recruitment policy, new induction programme and many new member-led improvements.
Sidona Group are continuing to work with this client, implementing 'Customer Experience 'Train the Trainer' programmes. By developing leaders as coaches, we are enabling the Club to deliver compelling customer experiences, in a cost-effective way.
A Client's Perspective...
"Sidona is helping to change the culture and ethos of our team in a way that only external consultants could achieve. We needed an outside-in perspective on our service and product so that we could really get to grips with the kind of experience we were delivering to our customers. Through mystery shopping and observation, Sidona have delved into the heart of the club, identified areas needing improvement and then engaged with all levels of staff to raise standards throughout the organisation. The quality and appropriateness of the training delivered has been excellent, using examples and concepts suitable for the different levels and coaching to apply this to our business. We would whole-heartedly recommend Sidona and urge businesses considering training of this nature to allow Derek and Anne full access so their positive impact can be felt swiftly and progressively over time for lasting results." Chris Jones, General Manager, Exeter Golf and Country Club