Thank you from all of us at the Emirates Air Line

kentishandco Behaviour change, Collaboration, Customer service, High performing teams, Leadership, Learning and development, Management 0 Comments

Customer Service Training I just wanted to drop you a note to say thank you for the excellent training you both delivered last week for the Emirates Air Line. This is the third year in a row that you have helped us in our shutdown week to deliver customer service training. Most people choose to measure an improvement in a …

Rob saves the day! A lesson in customer service

kentishandco Customer service, Kentish on Tour, Leadership, Listening, Management 0 Comments

Panic, frustration, anger and feeling downright undervalued were just a few of the emotions that made up my morning today. Let me tell you how it all began. It was a wet and chilly morning in Walthamstow, we were preparing to drive home to Stamford after a few days on business in London. Liz and I thought we would go …

The tale of the vicious zip

kentishandco Customer service, Listening 0 Comments

Last Friday I bought myself a new top, very smart, from Next, which I decided I’d wear for a photo shoot Dave and I were participating in the next day at The Studio in Whittlesey – which you’ll get to see soon! The day started well and the first set of shots went very smoothly. We then had to change …

Collaborative working in FM

kentishandco Collaboration, Customer service, Life as an FM, Management 0 Comments

As I enter into the last phase of a major contract negotiation for one of my clients, I am reminded that collaborative working is not necessarily an easy option to take, but by far the most successful way of achieving a solid basis for FM success. Every set-back, (and they will always come from left field from either or both …

Real life examples of great facilities management

kentishandco Customer service 0 Comments

I’ve been fortunate this week to come across some fantastic examples of service delivery and client relationships by FM service providers this week, which I’d like to share with you. A prospective client was running later for a bid presentation, and had inadvertently left his case (with laptop) on his train as he rushed to Paddington for the meeting. As …

A vending solution for all seasons

kentishandco Customer service, Life as an FM 0 Comments

Whether you are responsible for a single site, or multiple locations, having happy customers is the ultimate goal for any FM. Not only does it make for a quieter life, but it also gives reassurance that supplier services are delivering effectively. Ensuring that the basic needs of employees and customers are met is a core part of that – providing …