Talking shop

1:27pm Tuesday 6th May 2008

By Ken Ellis, president of Newport Chamber of Trade, brings you his monthly column

Last month I wrote about the need for a viable Park and Ride scheme in Newport. Firstly many thanks to those of you who got in touch. I will be having a meeting with a senior officer of the council to discuss the matter. Watch this space.

Many companies talk about customer service and how important it is and yet the words sound hollow if not backed by action.

The Chamber of Trade is about to launch a VIP initiative - Very Important Patrons - to assist in improving standards of service in Newport.

The scheme will be launched by inviting representatives from all types of businesses, whether they are members of the chamber or not, to explain the scheme in detail.

Following the launch there will be Train the Trainer workshops. We hope that a varied mix of national and independent businesses will get involved to establish best practice and drive standards throughout the city upwards - let's make Newport a pleasure to shop, eat, do business and relax in.

This will be an opportunity for each business to review their own operation and carry out a reality check on how effective they are delivering customer service.

There is no doubt that business is being affected by the regeneration work and the promise that in two years time it will be fine, but we need to take action now and this is something we can do and take responsibility for ourselves Good service is patchy in Newport as with most places.

Last week I went shopping and then for a coffee. The service I received was ok, it wasn't bad but neither was it exceptional.

As I came out of the Capitol Car Park and went to pay at the kiosk, I was greeted with a Good Morning isn't it a lovely day' and as I completed the transaction Hope you enjoy the rest of your day'.

The entire transaction took place while taking my money and without delay to myself or others. What a positive impression to give to a visitor or shopper alike if everyone did that. Well done and wish I had taken your name.

After the frustrations of the road works and parking, those of us involved in the service industry need to blow the socks' off our patrons with the welcome we give, the way we treat them when they are here, and the Impression we give them when they leave our premises/city.

Please support this campaign when its launched and let us strive as a business community to deliver exceptional service in every shop, bank, restaurant, bar and office etc and treat our patrons as VIPs.

You know it makes sense.

For your comments or further information about the Chamber of Trade please contact Ken Ellis on 07966 414716 or e-mail ken@mafonen.demon.co.uk or Eve Williams on 01633 267306.

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