Firstly we would like to thank everyone for promoting Who Cares Wins and encouraging people to complete the feedback forms. So far we have received over 1000 feedback cards and this number is growing.

The feedback from the cards has already provided us with vital information in order to help businesses make the vital improvements. In this newsletter we have aimed to recognise the businesses excelling where customer service is concerned and also offer some useful hints and tips to those who are working hard to improve!

A “Stepping Stone” in the right direction!
Stepping Stone Restaurant in Balivanich is one establishment stepping in the right direction towards excellence! Since the launch of Who Cares Wins in May the restaurant has received a tremendous quantity of feedback and the quality it most definitely there too!

This attention to detail and the customer satisfaction is apparent with comments such as “quality food” and “reasonable prices” featuring in the Who Cares Wins feedback cards, time and time again.

The restaurant has received consistently excellent feedback in all areas and is to be commended for setting such a shining example. Ann Quram, Manager of Stepping Stone commented “we are delighted to be recognised for our quality of service and food, this positive feedback will really boost the staff. Who Cares Wins is a great idea and something we are very happy to be involved in.”

Stepping Stone, Balivanich, Isle of Benbecula Tel: 01870 603372

Bright Ideas
Carry out an audit of your business. This can just be some time spent pretending you are the customer and see things from their perspective. Make a list of action points and act on them.

You should then revisit this action list on a regular basis to ensure you are adapting to suit the needs of your ever changing customers.

Raise the standard!

Sporting Who Cares Wins in Style!
Harris Sports Centre certainly know how to “wow” their customers. Who Cares Wins was launched in May, but prior to the launch the Who Cares Wins team received a plethora of feedback from regular customers expressing how delighted they are with the service they receive from Cameron, Andrew and their team at the Sports Centre.

The Who Cares Wins team decided to visit the team Sports Centre and were delighted to have first hand experience of the welcome, which consistently scored 100%. This was a regular score for the Sports Centre and 92% believing the service to be excellent and 8% marking it as good! This is a fantastic set of results and the

Who Cares Wins Winning Tip
Don't pass customers from pillar to post when they try to get a problem resolved. Deal with it first time where possible and ensure that it is done speedily and with the least amount of hassle to the customer.

HILLSIDE B&B 100% Across the Board!
There are only so many ways to describe “excellence” but those who have experienced the hospitality at Hillside B&B, Isle of Bara are keen to try. The bed and breakfast has received dozens of Who Cares Wins Feedback cards and to date has never been marked as anything other than excellent. Comments include, “fantastic host”, “excellent hospitality” and has even been described on several cards as the “best B&B we have ever stayed in”.

This is an outstanding result and thus far Hillside B&B is the only business to have received this score in every aspect of service. The seven questions on the card ask for a score on the welcome, the helpfulness of the people you dealt with, the knowledge of the people you dealt with, the efficiency of service, the quality of the products, the quality of service and the overall impression.

Hillside B&B opened in July this year and Doreen MacNeil, the owner was happy to have received this fantastic feedback. She commented that it allowed her to see the business is going in the right direction!

Hillside B&B, Castlebay, Isle of Barra, Tel: 01871 810293

WHO CARES WINS — WINNING BUSINESSES
Norman Morrison’s Paint Shop, Isle of Lewis
Beul na Mara B&B, Isle of Harris
Stepping Stone Restaurant, Isle of Benbecula
Hillside B&B, Isle of Barra

WHO CARES WINS — Graduate Team
Who Cares Wins worked closely with M:Ploy over the Summer months to employ a graduate team to aid the marketing and distribution of the Who Cares Wins Cards. The team were taken through an induction session and were then asked to distribute cards during the festival. Other activities have included a trip on the ferry from Stornoway to Ullapool and a period of time at the airport.

Many thanks to M:Ploy and the graduates for their support and hard work!

WIN A TOP PRIZE FOR YOUR BUSINESS!
We are asking you to distribute as many Who Cares Wins cards as possible.
The business who distributes the most cards during November and December will receive a top prize!

Point 1 Technologies Ltd. support the Who Cares Wins initiative and have kindly donated this competition prize.

Don't miss Customer Service Masterclass for Tourism & Hospitality
WOW...Now that's what I call service!
Tuesday, 14 November 2006, Ramada, Inverness

Customer Service expert Lynda King-Taylor will share her fresh approach to achieving excellent customer service in the Tourism and Hospitality Sectors.

What's more, Lynda will host inspirational interviews with individuals from leading organisations regarding customer service including Coul House Hotel, Hospitality Assured, Ramada Jarvis and Speyside Wildlife.

For more information please contact the Who Cares Wins Team

WHEN CAN WE EXPECT WHO CARES WINS RESULTS?
It’s been almost 6 months since the launch of Who Cares Wins and in that period over 1000 feedback cards have been received. Over 10,000 cards have been distributed and over 200 different businesses commented on.

It has been a busy six months and there have been some interesting patterns forming from the feedback, so now seems like a good time to produce the results for the Outer Hebrides.

Results for the entire area will be available to download from www.whocareswins.org.uk from late November and individual businesses will also receive their own feedback during November and December.

In the meantime, if you have any questions please do not hesitate to contact the Who Cares Wins Team.

Who Cares Wins Feedback Form — Complete the Form Online!
Please visit www.whocareswins.org.uk to see our online feedback form. We have designed this at the request of many of our businesses who felt their customers would like to have this option.

Please feel free to have a look at the online form and also the rest of the newly updated website!

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