At Atomicon earlier this year I saw an amazing talk from Geoff Ramm on how to provide excellent customer service within your business. Providing excellent service is something that we pride ourselves on at Sport Sister so I thought I’d use this week’s blog post to talk about how we do it:
- Excellent communication. Unless I’m on holiday, I make sure that all emails are responded to within 3 working days. If it’s an email from a client during a project I’ll often respond much quicker. I think it’s important that people know they can rely on us to provide a prompt response and it helps keep things progressing a good pace.
- Reducing surprises. When it comes to our Girls’ Football Programme, I like to keep surprises to a minimum and make sure parents and carers know what to expect. We always send an email out in advance of our sessions explaining what to expect, where to go, what to wear, what to bring etc. It helps people feel prepared and reduces anxiety about their experience.
- Utilising feedback. We ask for feedback after all of our events and use it to shape our future delivery. Whether it’s a training workshop or a girls’ football camp, we always act on the feedback we’ve received. This helps us to continually improve the experience for our clients and customers.
- Delivering to a high standard. You can always rely on us to deliver to a high standard.. For every project we work on, we assemble the best possible team with the right blend of experience and knowledge to help deliver successful outcomes for our clients or our customers. We have a number of clients that come to us for multiple projects because they know we can be relied upon to deliver and help them achieve their objectives.
- Providing something extra. At Christmas, we like to send a little thank you to our clients for working with us (last year we sent customised biscuits). We have a box at Wembley where we entertain clients, getting to know them better in a more informal setting whilst watching some brilliant sport.
It is a key priority of Sport Sister to provide excellent customer service. We want people to enjoy working with us or coming to one of our events. It takes just a little extra time and effort and it’s completely worth it.
