Sally & Rob Bendall, owners of Hollow Trees Farm Shop, have always had a clear focus on developing their business. Their team are providing a great, consistent customer experience, where training has been delivered with the expertise of ARC member and customer service specialist, Judy Randon of Insight6.

THE OPPORTUNITY:

Hollow Trees is an award-winning business which includes a farm shop, butchery, a plant centre and education centre. Established more than 30 years ago, it now employs around 60 people. With such a large enterprise there was a need to ensure that staff deliver excellent customer service and experiences for their visitors, consistently.

THE SOLUTION:

Insight6’s customer experience reviews (mystery shopping) included visits to site and provided Hollow Trees with detailed, independent feedback and valuable insights on various touchpoints and interactions throughout the customer journey. The team of researchers helped spot issues and add a fresh perspective. This, alongside a regular programme of team training, has enabled a motivated and energised team who contribute through great service levels and interaction with customers and colleagues alike.

THE OUTCOME:

The range of services provided by insight6 has supported Hollow Trees in their success. One of those services is supportive coaching and mentoring where Judy has helped individuals to become confident managers in various departments. Empowering their teams to lead and innovate to ensure fantastic customer experiences has been, and remains, a key focus of this business.

If your organisation would like to benefit from ARC’s customer experience and team development expertise:

Email: growth@angliaruralconsultants.com or Phone: 07831 208 963