Beaulieu Motor Museum
‘Happy visitors are returning visitors’ - a business mantra that runs deep throughout the management of leading and successful visitor attractions.
When it comes to ensuring prosperity in the vibrant UK attractions market, Sue Gill of Welcome to Excellence, leading customer service training provider to the attractions, tourism and hospitality industries reminds operators that they need to ensure a consistency of first and returning visits to their site if they are to grow and expand their businesses.
“The UK attractions market is a tight and competitive one, with highly concentrated peak times, such as the summer and Christmas holidays when all are competing to be turnstile turners. Ensuring visitors have the best possible experience at a venue goes a long way to encouraging a repeat visit and a positive word of mouth referral and can help expand your visitor base. Those operators who consistently look at ways they can attract and maintain visitor levels will safely ensure their share of the competitive UK tourism pool.”
The Beaulieu Enterprises Group is renowned for its strong customer service ethos and was awarded Gold by Visit England in the 2013 Awards for Best Large Visitor Attraction. They have used Welcome to Excellence to deliver their customer service training needs since 2000, during which time they have trained in excess of 700 members of staff on the Welcome Host and Welcome All training modules.
Tammy Cutler, Personnel Manager at Beaulieu Enterprises says; “Giving visitors a gold standard of customer service is integral to the way we operate across all units at Beaulieu Enterprises. Providing a friendly and welcoming service makes experiences more memorable for visitors and, importantly in the current economic climate, really adds to a sense of value for money as experiences are made up both from the individual sites and the people who run them”.
“Achieving Gold in the Visit England Awards demonstrates that good investment into quality customer service really does work, and makes a positive difference to our business in terms of securing new and returning visitors. We have two managers who are trained to deliver Welcome Host and Welcome All. By keeping the training in house we can monitor costs of delivery and ensure all training fits within our own business plan”.
With the group recently celebrating their 25th millionth visitor since the opening of the Beaulieu attraction in 1952, their attention to award winning customer service is definitely paying off.
Sue Gill adds; ‘Understanding, meeting and exceeding your customers’ expectations can go a long way to help you gain worthy recognition for your business, drive visitor numbers and motivate staff. Welcome to Excellence trainers devise programs that suit individual operator needs to ensure a seamless integrity within business.’