Why Your Business Needs a "Signature Dish" Like This

a.o.k cex wow Nov 12, 2018

I know of a great place to eat that does the most amazing steak and ale pies, The Weighbridge Inn situated in the beautiful Cotswolds between Nailsworth and Avening. They've been serving these pies for over 40 years.

It’s a quintessentially English country pub, ‘old fashioned’ in its style and ambiance with roaring log fires to welcome you in the winter. Muddy boots, dogs and children are all welcome.

The Inn is renowned in the area for its wonderful 2-in-1 pies (half steak and mushroom, half cauliflower cheese). Created over forty years ago, this unique dish remains a firm favourite for all of its customers. The recipe has never been made public and to this day remains a closely guarded secret passed from landlord to landlord. If you ever travel close by, I recommend you call in and try them for yourself. Yum, you will not be disappointed!

These pies have become their ‘signature’ dish. They make them so well that they have been able to draw in...

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How to Turn a Disaster into a Great Customer Experience

a.o.k cex wow Nov 12, 2018

Car dealers have received some pretty poor press over the years and perhaps rightly so. But there are examples of businesses that now demonstrate great examples of how to WOW their customers.

One of our favourite brands and clients found within the retail automotive sector is the Sytner Group, part of US giant the United Automotive Group. The Sytner Group was founded by Frank Sytner in 1960′s and has become the most successful premium brand dealer group in the UK. The Group aim is “To be famous for delighting customers, employees, manufacturers and shareholders”, which has been their driving ambition since it first came into being in 2001.

Image courtesy of Sytner Sheffield

One of my favourite customer WOW stories was shared to me by Peter Mitchell who at the time was Assistant Bodyshop Manager of Sytner’s dealership in Sheffield. Peter shared his story of how he WOW’d one of his customers.

The customer had just taken delivery of a new BMW and within a...

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American Hunter Kills BMW Customer Service Agent

a.o.k stories Nov 19, 2017

This post describes a recent experience I had which falls outside of the norm and one which on the face of it I would have expected to have been resolved fairly easily. The resolution came from a completely unexpected source. Stick with me on the post title - nobody was hurt in the exchange at least not physically although the reputation of one brand was damaged in my eyes because of the poor customer experience I had. You will also learn about the three key ingredients that drive a great customer experience.

The Scenario

My cherished BMW convertible spends its time garaged most of the year in our holiday home in SW France. It's the ideal car for touring whilst on vacation enabling passengers and driver to enjoy balmy evenings with the roof down. However it has a fault that has developed where the tyres aren't lasting as long as they should and so need replacing more frequently than the norm.  

A visit to my local French BMW dealer is about an hour away and without the use of a...

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Passionate Pillow Talk of the Customer Experience Kind

a.o.k behaviours Nov 18, 2017

In this post, you will learn from an experience I had when travelling aboard a cruise ship and what to ask if you want similar extraordinary things to happen with your own customers, guests or clients and the experience they have doing business with you.

Not Everyone Can Be Excellent

"Anybody can be a waiter, not everyone can be an excellent one."

That's what our waiter Pepe said as he set down our drinks on the table and arranged the small bowls of nibbles alongside. We were on a cruise a few years ago.

I'd chatted with Pepe to find out a little more about life aboard his ship and one of the answers he gave me included this. And what a great observation too, one which applies to all walks of life.

"Anybody can be a .......(insert your own job title here), not everyone can be an excellent one!"

We met Pepe when we spent five days aboard MSC Fantasia, the then recently launched flagship of Italian cruise line MSC Cruises. The trip was partly a holiday and partly...

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