- Supporting RSPCA Week: 30th April – 6th May 2012 http://t.co/i1XUUITf #
- Where The Heart Is | home: http://t.co/4tDWXPTQ #
- Helping the travel industry engage with customers http://t.co/BfT48Zkx #
- Helping the travel industry engage with customers http://t.co/MTbDRmea #
- Latest Customer at the Heart Awards http://t.co/hrHQS1BZ #
- Travel agents' shocking service exposed http://t.co/NTqr1KyW via @TravelMole #
- Travel agents' shocking service exposed http://t.co/GMEmGk3d #
- Live from the Advantage Travel event in Malta! http://t.co/gmL28fPk #
- Quick photo opportunity before Kate takes to the stage in Malta. http://t.co/oxtGBkFa #
- So proud of Kate Hardcastle who is in Malta today presenting our passionate Customer at the Heart seminar at… http://t.co/PeHzAvoT #
- So proud of Kate Hardcastle who is in Malta today presenting our passionate Customer at the Heart seminar at… http://t.co/hMYnkFEQ #
- IWPs @katehardcastle is in Malta presenting our passionate @Customer_Heart seminar with @brucedickinson_ and #michaeljohnson for Advantage T #
- Support your local RSPCA branch during RSPCA Week – 30th April to 6th May. Good luck to our friends at the… http://t.co/UP5ge9n0 #
- Support your local RSPCA branch during RSPCA week on the 30th April to the 6th May. Good luck to the Halifax and… http://t.co/m6DhVZOx #
- Support your local RSPCA branch during RSPCA week on the 30th April to the 6th May. Good luck to the Halifax and… http://t.co/S4Wl2kDa #
- Support your local RSPCA branch during RSPCA week on the 30th April to the 6th May. Good luck to the Halifax and… http://t.co/nG0RC850 #
- Support your local RSPCA branch during RSPCA week on the 30th April to the 6th May. Good luck to the Halifax and… http://t.co/orrbvwws #
- Get involved in the RSPCA Huddersfield & Halifax branch RSPCA Week – April 30th to 6th May. Visit… http://t.co/8JQFkZpW #
- Morning Doncaster, coming to our free retail workshop tday? Rd what IWP's Richard Gomersall thinks his home town needs http://t.co/HmWdBnUQ #
Insight with Passion founding partner Kate Hardcastle is patron of the RSPCA, and we are happy to support the latest RSPCA week. Full details below.
What is it?
RSPCA Week is to raise income and awareness of the work the RSPCA does, it’s been running every year since 1995. Over £4,000 was raised for our Branch last year by our loyal supporters.
The next RSPCA Week is Monday, April 30th – Sunday, 6th May 2012.
So why are we asking you to support RSPCA Week 2012?
1. Because all animals deserve a life free from hunger and thirst.
2. To protect animals from cruelty and pain
3. So we can act to rescue any animal enduring fear and distress
4. To give animals a new beginning
5. Because supporting RSPCA Week will help us to be here for animals every single day
How can you get involved in RSPCA Week 2012?
You can either:
- Fundraise for our Branch
- Volunteer at our Tesco Bucket Collections
- Make a Donation for RSPCA Week
- Distribute information about our Branch around your local area
- Become our friend on Facebook and Twitter
- Sign up for our newsletter
- Name an Animal in our care
- Donate blankets, toys and treats for our Animals
If you would like to get involved or request a fundraising pack, please contact Lauren on 07432 896283 or
Does your community business need help? Contact Jenny Tomlinson and ask about our Access for All Programme.
Our Access for All programme is open to start-ups under 1 year old and charities that need direction and support to help them achieve the results they desire. Using our wide range of expertise and unique approach, we work with you to understand what your future looks like and what to do to get there.
IWP founding partner Kate Hardcastle presented to the travel industry in Malta this week.
As part of our international seminar program, attendees were treated to ‘Getting the Customer to the heart of the business: Engaging your Customers to become your advocates to sell more’.
Other speakers on the bill included athletics legend Michael Johnson as well as Iron Maiden frontman and aviation entrepreneur Bruce Dickinson at the Hilton Malta Conference Centre.
Some 400 independent travel retail agents and operators from around the UK attended the conference. The seminar included details of a mystery shop on travel agents, which IWP undertook this year, as well as:
•Engaging and Valuing Customers
• Problems on the High Street
• Customer Needs
• Customer Journey
• Customer Proposition
• Service Delivery
• Store Theatre
Steve Rushton @stevemrushton Reply Retweet Favorite · Open Great talk by @katehardcastle – as relevant as could possibly be for agents at #adv12
Kate Hardcastle says ‘Everything needs to be customer centric’
Kate Hardcastle makes a compelling claim to exceed in customer service – an opportunity to make an impression where OTA’s cannot.
alison jones @alisonjruthven
@katehardcastle @AdvantageHQ Great and motivating – thank you
To request a copy of the presentation, or to get in touch about anything you’ve seen or heard, please contact us.
When a store is so switched on to a consumer’s needs that they are prepared to sacrifice a sale in the short term, and send the customer somewhere they can get the right size/product or item that might be in stock at a competitor – it takes strength, confidence in their own product – and a need to put the customer heart above and beyond the call of duty.
Recently we had some apparel stores nominated for a CATH award – and put them to the test – all of them so willing to help our tester that they helped them to get the item on the day even thought it wasn’t in their store. What did they achieve – a customer for life and their very own CATH Award
Our congratulations to:-
*** UPDATE MAY 2012 ***
Following several nominations, customer service is thriving in May, and our Customer at the Heart awards are there to support and recognise the efforts of the following, through our unique mystery shop:
It doesn’t matter what type of business you nominate, we always try to mystery shop them – even if it means a trip out of our way! We were delighted that the customers who loved Glenfield Garage, Halifax enough to nominate them were right about their feedback…a personal service and your car filled up with friendly chat. Ladies loved this particuarly as they don’t like smelling of Eau de Petrol all day – well done GLENFIELD GARAGE (01422 822 535) Nr Rishworth
IWPs new neigbours at our Huddersfield offices were quick to recommend the chilled out Café Ollo at the Media Centre. Great team of happy helpers, with nice background music, the right balance of chat and work, service desks for the laptop users and plenty of power sockets – this team understand their customers through and through – CAFÉ OLLO at Media Centre, Huddersfield
The Team at PURE BEAUTY ELLAND, turned a frown upside down for a customer recently who suggested a mystery shopper visited and tested the team there for their personal service. Fab range of treatments, knowledgeable team and wide range of products in this tardis of treatment rooms. Congratulations!
We were back to Lindley in Huddersfield to try out the team at the Children’s Bookshop on the high street, where the care and attention, knowledge and passion about their subject matter shows they know their stuff.
It was a flying visit to the Hummingbird Café in London, where we had heard the hype – but lived up to expectations. Sweet tooth cravings satisfied with cupcake creations, personal care and attention for the customer and a lifelong commitment to cupcakes!
Confetti & Lace (Pudsey) Bradford
Contors Dance (Elland) Halifax
For retail theatre at its finest – we had a great experience at
Mr Simms Olde Sweet Shop – The Calls – Leeds
We actually left the review until after the Easter period but this vibrant store was still packed!
A great culinary experience with a chilled and relaxed service and great range of choice at: http://www.picklesandpotter.co.uk/
We just love passionate businesses and with lots of home grown and local treats – we recommend you park yourself there for your next cuppa in Leeds.
Also in Leeds around the Chapel Allerton area, you can enjoy the boutique and friendly food and drink at http://www.crustandcrumbbakery.co.uk/.
Their mantra is ‘Be Inspired’ and we most certainly were. Substitute your plastic wrapped sandwich for a gorgeous baked treat and a smiley face to boost your day.
In the South, the Kaffiene experience passed with flying colours. The nominator advised us of its popularity meaning we might be pushed for space – but the team guided us to a spot to enjoy fabulous coffee with its own unique experience. http://www.kaffeine.co.uk/Home.html
Our tester was really swept off their feet at the Greenhead Café in the Greenhead Park. Great value, a lovely team and almost overwhelmed with its own success in the sunshine. Our tester adds to make sure you keep hold of your parking ticket for a discount before your coffee and leisurely day in the park.
For lunch through to dinner – the reconverted restaurant that is now SALTS Diner in Sowerby Bridge, has great food and service, fantastic atmosphere for children and families, and such a positive can do team – they scored high across the board.
Advantage agents attending the annual conference in Malta were taken aback today when a ‘mystery shopper’ revealed she had visited four of their shops and was appalled by the way she was treated.
Without revealing the names of the agencies, brand guru Kate Hardcastle said only one of the four provided decent customer service.
In one shop, Hardcastle, a partner at Insight With Passion, said she literally had to beg to get one of four members of staff to serve her.
Hardcastle said she visited the four agencies – all Advantage members – to inquire about a family holiday to Disneyland Paris. In three of the, she was handed brochures and was allowed to walk away.
When she returned to one shop, she said the sales consultant was so enthusiastic about Disney he tried to sell her a holiday to Florida when she had specifically asked to go to Paris, and he let her walk away without taking her name and number.
“In another shop, they just wanted to give me more brochures. They didn’t want to connect with me at all.”
However, Hardcastle spoke highly of one agency, a long-established local brand, where the brochures were all racked behind the counter and she was asked to make an appointment to speak to a sales consultant.
She said the biggest downfall of most businesses was a lack of communication. Agents need to find out what customers want, tell their staff, enhance the offer and build a brand that sends a clear message to the consumer, she said.
They need to target their market – not try to sell to everyone – and follow up on every lost sale to find out how they can do better. They also need to create a better in-store experience for customers to stimulate their senses.
“Sixty per cent of purchases are decided in-store. People are coming in to book a holiday. They haven’t popped in by accident,” she said.
“Turn the Steve Wright in the Afternoon quiz show off. They want to book a holiday they’ve saved up for. Don’t spoil the experience.”
At the same time, she urged agents not to sell solely on price. Surveys showed, she said, that only 20% of customers would refuse to pay more for a better service. Hardcastle said a quarter of lost business was due to poor customer care.
Ending her rapid-fire presentation, full details of which are available to members on the Advantage website, Hardcastle warned agents: “Eighty per cent of businesses that are struggling are struggling because they’re not doing a good job.”
She left the stage leaving the audience wondering which of their shops she had visited – and which was the one she rated.
By Linsey McNeill