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When it comes to customer service, you'd be pushed to find anyone more passionate than Eileen McBain. For 25 years Eileen and husband Bill have run the Old Stables Bed and Breakfast at Alyth with the aim of creating what she calls the 'wow' factor for guests. They are clearly succeeding as they have a large and loyal following of visitors from across the UK and beyond. Eileen has also been instrumental in convincing Blairgowrie and East Perthshire Tourist Association (BEPTA) that, when it comes to great service, you can never think you know it all. It was for that reason the group, set up in 2006 and now with 94 member businesses, chose to do Scotland's inspiring customer service development programme, One Hundred Thousand Welcomes. "We'd done a brief taster of the course and everyone really enjoyed it so we decided to do the full Delivering Service Excellence programme. This is designed specifically for people working on the front line of the tourist industry," says Eileen. "It went down extremely well. The programme really gets to the heart of what outstanding service is all about and the actions to take to make sure your business is delivering it." Many of the group who did the programme with trainer Fiona Young work in the accommodation sector and are relatively new to tourism. They were particularly appreciative of the practical and creative ideas the programme gives. For Eileen and Bill, ensuring visitors enjoy a truly memorable experience is simple. "Repeat business comes from small details remembered for years. I've had guests for more than 25 years in my home, many return annually, others regularly and it is always a pleasure seeing them." Add this page to your favorite Social Bookmarking websites          |
