Customer Focus

Posted on 23/11/2017 08:05 by eurortraveller

Let me quote you how an award winning site, family owned here in Cornwall for the last 50 years, words it..

"0ur security barriers are open from 0630 until midnight ..between those hours you can park on our visitors car park and walk to your pitch....you are welcome to check in at reception from 9am. on the day you arrive and we aim to have all pitches prepared for you to pitch up  by 12 noon at the latest.... If you decide to travel overnight to beat the traffic and arrive in the small hours of the morning simply pull into our late night arrivals area on the left...etc"

And of course you can book the sort of pitch you want, or the actual pitch you want, or the pitch they have remembered you had last time, or two pitches together for friends.

That's customer focus.

Posted on 22/11/2017 17:21 by Steve Welsh

I have used quite a few club sites this year and have received some warm welcomes, however the norm seems to be that there is very little custom focus. That is wardens, not all of them, don’t seem to see members as customers. This week was the final straw as far as attitude is concerned. We arrived at the site half an hour before check in time, as we thought it would take us longer to get there but wanted to be on site a.s.a.p and off into town so no problem sitting in the van for half an hour. Well the warden was straight out saying “your too early you need to go park up along the road in the pay and display until 12” we told him we were happy sitting in the van but he was not allowing this, even though we were not blocking entry for others. Anyway we did as we were told, along with another van five minutes later who joined us in the car park. We returned for 12 to find that we were at the back of a que of about six and again instructions from the warden, this time to remain in the van until he told us we can go to the office.

I really think the club wardens need to think about who is paying their salaries and the club needs to think about bringing its customer focus trading up to date.

Posted on 23/11/2017 20:50 by compass362

It seems that the message from previous threads / posts regarding members arriving at sites before the appropriate time isn't working or is just being ignored .

Wardens are clearly cracking down on arrival time ...its part of their job to ensure the site is run efficiently & safely for everyone .

Its our responsibility as members to assist where we can , if getting there at the stated arrival time  & not before is part of the running of the site , then so be it .

That's what member focus should be about .👍

Posted on 24/11/2017 09:55 by EmilysDad

I'd love to know where all these lay-bys, suitable for 40 odd feet of car & caravan are to be found. I can't even think of any locally, let alone in a strange area. When a site is half empty, it's just an officious warden that turns members away till the stroke of 12

Posted on 24/11/2017 12:14 by KeithandMargaret

To the OP - if possible go abroad.

Very few rules and regulations, no pegs or park this or that way round, probably more sunshine, arrive whenever you feel like turning up and also feel appreciated of your custom.

We do - as often as possible.

Posted on 24/11/2017 13:02 by DavidKlyne

Except if they are closed for lunch, pretty common occurrence outside of France. Ok no problem waiting at the gate but you might have a two hour wait before they reopen Makes the CMC site opening times look positively liberal!!!

David