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I am really delighted with the way things are going and really appreciate the help and assistance you and the team have been giving me. As you know other pressures slowed my initial progress but recently our joint strategy of a quick pre-sell / pre-qualify conference call followed by a face to face meeting seems to be working.
If you advise business and / or deliver any form of business development consulting, then you need to give the Customer Care Programme and TMS very serious consideration. If you have clients and an established business, you will want to introduce the CCP to all of your clients. If you don’t have enough clients, you will want to join us I am really delighted with the way things are going and really appreciate the help and assistance you and the team have been giving me. As you know other pressures slowed my initial progress but recently our joint strategy of a quick pre-sell / pre-qualify conference call followed by a face to face meeting seems to be working.
I have worked in the customer care industry for over 30 years as a service manager, trainer, seminar speaker, consultant and as a customer! Quite simply the Enquir3 ‘Customer Care Programme’ is the most innovative, easy to set-up and most effective generator of customer feedback I have ever come across. I now have clients who are developing their business as a result of this opportunity. My clients are able to get a quick snapshot of what their customers really think and then they fund consulting to use the positive feedback for marketing purposes and the negative feedback to improve their business. If a new potential client is unsure whether or not to commit to a full consultancy programme I suggest they use the Customer Care Programme to see what, if anything, they need to do to develop their business. Low risk, low cost, high returns on the initial investment and trust in my consulting services to award fuller consulting programmes.
To say my expectations have been exceeded would be somewhat of an understatement, it was the the right decision to put all my efforts into Enquir3 and the Customer Care Programme.
Great workshop - put into action almost overnight... and got a sales enquiry next day!
Always provide good service.
ReplyThank you Edward - great to know that we are doing a good job - if there is ever anything we can do to improve please do let us know.
A good company do deal with.
ReplyBarry, thank you, both for your feedback and for taking the time to discuss the things we can do to improve. As agreed we have scheduled for John Smith, our Customer Delight manager to call you personally on the first Monday of each month to discuss the service we are providing and to make sure we are covering all basis. I look forward to a long and mutually rewarding working relationship, we really appreciate your custom. Fred Blogs - MD.
The service was outstanding, Andrew and Sarah in particular could not have been more helpful, I really am very very impressed.
ReplyThank you for your kind feedback Jonathan, it is always great to hear from happy customers. I have made a appoint of passing on your comments to Andrew and Sarah and thanked them personally for looking after you so well. We look forward to seeing you again soon.
As the CEO of VFD Pro, I am delighted to endorse the outstanding services provided by Enquir3. For the past three years, our company has collaborated with Enquir3 to strengthen our relationships with accountants, business advisors, and bookkeepers. Our partnership has enabled us to offer an extensive suite of auto-generated financial reports, business models, and training and development support, propelling forward-thinking accountancy practices. Enquir3 has consistently conducted professional and insightful client satisfaction interviews, which have proved invaluable. By pinpointing the positive aspects of our client relationships and highlighting opportunities for improvement, we have been able to distinguish ourselves in a competitive market. With Enquir3's support, VFD Pro has made significant enhancements to our training program, devised innovative reporting and business models, and improved our overall communication with clients. The continual monitoring of client sentiment towards our service and brand has been essential to our success, enabling us to understand how we are perceived in comparison to our competitors. I would recommend Enquir3 to any business looking to improve their client relationships and the services they offer. Their expertise and commitment to excellence have been transformative for VFD Pro, and we look forward to continued collaboration in the future.
Company:VFD Pro Ltd
I think for us the biggest thing that stood out was how useful it was to do the exercise; often we get some good feedback from our clients and we always ask them to do feedback forms, so we're used to getting good feedback, but it was good to get some things to improve on as well because that's the feedback people often don't give on a normal feedback form; they'll give the good bits but rarely the stuff to do better so that's useful for us. One of the biggest changes we made was to make me take on the role of Client Services. Before we were trying to get feedback from clients but there was no one person responsible for doing that; off the back of that feedback we restructured the business and made sure that all of our clients would get a quarterly review, and that they were made aware that, off the back of their feedback, we would be making changes to ensure they receive an even better service. If we do it again Enquir3 will be the only ones we'd go to.
ReplyEmma, thank you for your extremely positive feedback.
Job Title:Head of Growth & Client Services
Service(s) Provided: Client Engagement Audit, Customer Care Programme, Marketing & Sales, Client Engagement
Working with Enquir3 has proved invaluable to the development and strengthening of our ongoing client relationships. The ‘client engagement’ process we adopted with the support of Enquir3 has delivered significant value and opened up new service opportunities with our clients. Independent feedback is essential to us, we need to know where we have exceeded expectation and more importantly where there is any potential to improve. To know that 100% of our clients would recommend us and that we have a 98% overall satisfaction score boosts our confidence when prospecting and supported us in winning the Brilliance Award for Customer Service. Evidence that we are doing a great job and feeding this back into the team have proved hugely beneficial in our internal communications. Throughout our relationship the Enquir3 team has been supportive in offering ideas and guidance and consistently demonstrated the ability to engage with our clients in a professional way. I would recommend Enquir3 to other professional service providers, I would say this is essential for those who are seeking to genuinely demonstrate a desire to work in a long term relationship with their clients
Job Title:Managing Director
Service(s) Provided: Client Engagement Audit, Customer Care Programme
We at EDC were looking to gain some customer feedback as we are growing and wanted to understand where we are situated in the customers mindset. We required honest feedback that would allow us to take a step back and review and recalculate to go forward and further. Equir3 were recommended to us by one of our mentors at Quantum and we haven’t regretted this in the slightest. From the initial introductory call to the follow up call, Daniel was very knowledgeable, courteous, and professional. Niki was also very efficient and thorough in her correspondence and consistent information. We would rate the process 5 out of 5 as we were inexperienced to collating this type of data and Enquir3 made this a very comprehensive and easy project. We were given the itinerary and the process involved and all the parts both we and Enquir3 play. We were given the verbiage to contact our clients in advance of being contacted by Enquir3. Our clients were contacted in a timely fashion and were given the time to speak through our Delivery, Value for Money, our ability to help, our communication and any improvements they would suggest. This gave our clients the time to speak openly and honestly to Enquir3 and gather important feedback for us which has proved invaluable. We would not have gained this insight without Enquir3 and with the weekly updates we were always kept informed. We orchestrated follow up calls with the clients to discuss the feedback and, on many occasions mentioned Jo and how polite, considerate, and professional she was to speak to. The level of communication is remarkable and such a unique opportunity for us to seek this important feedback so we could only rate this 10/10. We look forward to working with Enquir3 again and know we are in good hands.
Name:Client details withheld
Job Title:Executive Assistant
Service(s) Provided: Client Engagement Audit
I think the value for us is the fact that we've been able to quantify the value of work that we're delivering, and also get some completely independent, unfettered feedback, so we get some home truths that perhaps wouldn't be delivered to us directly. This has meant that we've been able to put some of those snippets of information into awards that we've entered for customer service, and we won the Brilliance Award for Customer Service,and we were able to use quite a lot of data collected by Enquir3 to do that. We've also been able to feed back to our team about how we're doing as a business and how people feel about the service we provide, and the service of team members, so it's been valuable for internal communication, reassured us where we were doing well, as well as highlighted any problems arising that we weren't fully aware of, and also a bit of a wake up where there were niggles we weren't aware of. We also hoped it might highlight opportunities which we haven't had as much, but it's helped us see where we can do better with our client relationships and what we can do to help them.
Service(s) Provided: Client Engagement
The service provided by Enquir3 was open, friendly, quick and well described. I've got some good testimonials, reassured myself that customers I thought were happy are happy, and I know I can use those testimonials to good advantage going forwards. I really like the video Enquir3 produced and would like to use it on my website and marketing. I was impressed by the speed with which this was carried out, and the professional approach and results. I would be happy to use Enquir3's services again in the future.
Service(s) Provided: Client Engagement Audit, Client Engagement
Good communication on progress throughout - very clear summaries to understand the feedback received
Name:Client details withheld
Service(s) Provided: Client Engagement
It's all very good. Enquir3 are very personable, and understanding with great attention to what our requirements were . We were confident that the project would be managed effectively so that we would be able to get the results that we require. Now we have a thorough understanding of what our customers think about stuff and we're able to use that data effectively for the benefit of the business. We are segmenting down our customers into bronze, silver and gold categories so that we can start to invest in our existing customer base as well as new business. It's all excellent. I can't fault it.
ReplyJo, many thanks for your extremely supportive feedback and comments on the overall Enquir3 process. We look forward to supporting you as you continue to develop your client engagement strategy.
Job Title:Marketing Manager
Company:SMARTech energy Ltd
For me it was very quick and efficient. I now have a good idea of what customers think and if there were any issues I would be notified so I could take corrective measures.
Service(s) Provided: Client Engagement, Marketing & Sales
A lot of the feedback we've had has been very good and reinforced what we hoped they'd say, but it's also given us nuggets from one or two clients that we weren't aware of, so it's improved our relationship with them. It's also reinforced some elements of our internal culture and how we do things. I'd used Enquir3 with a previous firm and saw the benefits there of spotting clients likely to leave. The reason I was able to get the budget for it is that it helps to support one of our key aims for this year which is quality of service. So far we've targeted clients we know fairly well or work with comprehensively. I want to target newer clients, and if I'm being frank I'm looking for people who don't like what we do and can give us more constructive feedback to help us deal with what their issues are, and work with them better, or perhaps discover that we're not the right firm for them and we'll be aware they're moving on. Hopefully the former. I like that Enquir3 give us the warts and all almost straight away, rather than waiting until the end of the week to get a summary, which allows me to pass more information on to our team and to make my request to them to go and phone the clients so we can follow up where appropriate.
ReplyJohn, thank you for your positive comments. It's great to see the benefits coming through in terms of enhancing client relationships and improved client retention.
Job Title:Commercial Manager
Company:Abel & Imray