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Going the extra mile for our customers

Going the extra mile for our customers
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Going the extra mile for our customers
Siobhan Stirling - Sharp Minds Communications for Capital Space by Siobhan Stirling - Sharp Minds Communications for Capital Space
Owner/Director - Sharp Minds Communications Ltd

Running a business can at times be rewarding but challenging and time consuming. Indeed, ensuring that everything is working efficiently and delivering on expected goals can easily mean that some areas of your business are meeting but not exceeding your customer’s expectations.

Where competition between different brands is high, how do you ensure that the customer service you are delivering is exceptional and memorable in the eyes of your customers? Here at Capital Space we aim to delight and give our customers great service because we understand that their needs are important in helping their business and wellbeing at work. Read on to see ways that some of our business centre teams have been going over and above for our customers.

Why is it important to go the extra mile for customers?

There is the well-known phrase that the ‘customer is king ’. Without them your business would fail. So, attracting and retaining customers requires a long-term view and a great understanding of who your customer is. By understanding their needs, wants and behaviour, you are able to start being proactive in delivering to these and then you can find ways to add ‘wow-factors’ or moments that delight throughout their customer journey.

By going the extra mile, you are showing that you care about your customers and that they are important to you. You are not just trying to sell them something, but instead giving them extra support, information or additional benefits, like a membership scheme. You are nurturing a two-way relationship with them and encouraging feedback.

This goes beyond just making sure they have a great experience with your product or service, and this will encourage word-of-mouth recommendations and customer loyalty – increasing sales revenues from between 2-7%. This can help drive future business and help you stand out from the crowd.

Ways our business centre teams have wowed our customers

We pride ourselves in employing staff who are passionate about helping our customers day-to-day and making their working environment as welcoming as possible. Here are some of the ways that they have been attentive and given support to our customers:

At our Greenway Business Centre in Harlow, Jack, our Centre Manager, said:

“We’ve had numerous occasions where a workshop customer is not able to be present for a big delivery so, with their permission, we have opened the unit and shutters and taken in large deliveries to prevent them being sent back and costing them more to re-ship.

“I also had a long chat with a customer in their office, who was struggling both personally and business-wise, and I talked through ways we could assist to help them through a rough patch.”

At our Loughton Seedbed Centre in Essex, our Centre Manager Carole said helping customers might mean dipping into their budget for unplanned, unexpected purchases.

“We noticed some female customers were struggling to move parcels from reception, so we invested in a parcel trolley to make things easier for them.

“We have had a ‘chat with cake’ with a business owner finding things difficult and wanting to talk things through.

“We have dropped in a bunch of flowers used in a Capital Space photo shoot to a customer who we knew was experiencing a hard time. And we have taken customers’ calls when they were at their colleague’s funeral.”

At our Waterhouse Business Centre in Chelmsford, our Centre Manager Sharon shared:

“We always make sure that customers waiting to get their NHS scans onsite are fed and watered as sometimes they must wait two to three hours.

“We have supplied jump leads when customers need to re-start their cars and always have a cuppa and a chat with a customer who may be struggling.”

At our Milton Keynes Business Centre , Centre Manager Matt recently offered free cans of beer to customers from reception amid the recent heatwave to ensure they stayed hydrated!

He said: “Our customers were delighted!”

Chelmsford celebrates 20 years in business!

In celebration of our Waterhouse Business Centre turning 20 this month, we knew we wanted to throw a party to celebrate this exceptional milestone - but of course it has to involve our customers! That's why we have spent several months pulling together some incredible plans for our onsite small businesses and virtual customers on September 13. 

In the lead up to the event, we will be holding a raffle sale and all money raised will be given to Waterhouse's chosen charity, Sanctus, a charity which supports homeless and vulnerable people in Chelmsford.

Drinks and nibbles will be included and talented singer Mat Roberts will be there to entertain all the guests. The fun doesn’t stop there as there will be a variety of different games for the party goers to get involved in, as well a fun business centre awards ceremony. We have listed the certificates that are being handed out below.

  • Best Singers
  • Best comedian onsite
  • Customer with the most moves
  • Longest onsite customer
  • Longest virtual customer
  • Loudest person site

Going the extra mile is something, we at Capital Space, strive to do - we want to make sure our customers are well supported. If you are looking for a workspace that aids productivity, collaboration, and flexibility, please contact us , we would love to help