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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.
Name:Emma Kersey
Job Title:Head of Growth & Client Services
Company:Elation Experts
Town:Tormarton
Date:19/11/2020
Service(s) Provided: Marketing & Sales, Client Engagement
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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.
Name:Catherine Jenkins
Job Title:Director
Company:Maxx Design
Town:Newbury
Date:27/01/2020
Service(s) Provided: Client Engagement
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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.
Name:Carl Kruger
Job Title:Director
Company:Qualitation
Town:Oxford
Date:16/12/2019
Service(s) Provided: Client Engagement Audit, Client Engagement
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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.
Name:Jo Spry
Job Title:Marketing Manager
Company:SMARTech energy Ltd
Town:Corsham
Date:04/12/2019
Service(s) Provided:
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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.
Name:Cliff Spolander
Date:07/11/2019
Service(s) Provided: Client Engagement, Marketing & Sales
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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.
Name:John Austin-Brooks
Job Title:Commercial Manager
Company:Abel & Imray
Town:Bath
Date:06/11/2019
Service(s) Provided: Customer Care Programme
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The analysis of the client satisfaction interviews provided by Enquir3 was good - very insightful. The interviews have first of all given us the opportunity to learn from our customers and it also gives our clients a voice, knowing we are listening to them. It is an excellent driver to push for process improvement. Most of the time we know the areas we need to improve on, but the client feedback helps us to explain changes required to staff more effectively, to the point that we use this with some members of the team as part of their KPIs. This enables us to have an ongoing programme of general improvement that we are working on continuously. I can't think of any improvements that Enquir3 could make. We are very happy with the service; it was everything I hoped it would be and more.
Name:Jose Hamp
Company:Sarsen Stone Group
Date:05/09/2019
Service(s) Provided: Client Engagement Audit, Customer Care Programme
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What made it different to the others is that Steve sat down with the cohort in a conversational style. When he came in he said he was happy to just have questions fired at him throughout the presentation which made the room more relaxed and allowed the conversation to flow, and for people to challenge ideas, whereas other presenters talked at the cohort which I think gives more opportunity for questions not to be raised. I think the conversation style really worked, especially with the small room we had that day. It was good that Steve's session was steered in the way the cohort wanted. I would say that the flyers that showed stats, and insight into the way that clients behave, was what our cohort would have taken the most. In the slides he had information on how you would publish a testimonial and then a bit more information on how you could get a video testimonial and case studies. I think that brought up quite a few questions so I think a lot of our table weren't too aware of what they were doing with that, so they learnt in that area. We run these events each year and we've spoken to Steve about coming back for future events.
ReplyThankyou for the opportunity and your kind words Sam. I’m very passionate about developing businesses of all sizes and exploring how we can better engage with our clients and feel very proud and privileged to be able to present the topic to equally passionate individuals. It is wonderful to hear that you enjoyed my presentation and hope to work with you again in the future. Steve Darnell
Name:Samuel Guymer
Date:03/07/2019
Service(s) Provided:
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There were a number of people who were apparently available to help with everything that I needed. The benefits of the Enquir3 system were explained several times in different ways so it was very easy to grasp, and they use the phone to communicate which I like. It has shown me how having a live test can increase my engagement with my good clients, and theoretically improve engagement with other clients. Beyond that, if I use the system properly it should bring my client's client's to me. As for my clients, if they use it then it will increase good exposure with their clients, and force them to engage with clients they may not be talking with much. The whole point is to get people to talk to Enquir3, give complete feedback as they can tell Enquir3 any complaints or bad bits, anonymously if needs be, and then processes can be improved based on that feedback to improve the overall customer experience, and hopefully bring in more business. What is really good is the way Enquir3 deal with me; they ring me up and I could leave it to go to voicemail but I don't. If I'm with somebody I will say "Sorry, I need to take this as it's important but I'll tell them I'll call them back", and that should be massively valuable to the guys at Enquir3 and gives them a big 'carry on with what you're doing' It's good because with lots of other people I'll just let it go to voicemail or ask them to text me and I tend not to do that with Enquir3 unless I really have to
ReplyThank-you very much for your superb testimonial Charlie, we are extremely pleased to hear you’ve found the Client Engagement Audit to be positive and beneficial. Charlie McClelland is the managing director of A Strategic Growth Facilitator or ASGF. As a business growth specialist for SMEs, Charlie is hyper aware of the significance of his client engagement, satisfaction and retention as they are themselves contributing factors for business growth and development. To receive his seal of approval is both humbling and reassuring and we will work hard to continue to strengthen our services. Steve Darnell
Name:Charlie McClelland
Job Title:Managing Director
Company:ASGF Ltd
Town:Uxbridge
Date:20/06/2019
Service(s) Provided:
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Steve Darnell's presentation about Client Engagement was really good. I don't think we think too much about how we sell to and deal with our clients. The information about best practice was very interesting. Steve was a good speaker, quite charismatic and has good experience in the field. I look forward to finding out more about the tools available and what other start-ups are doing too.
ReplyThankyou for your kind words Devie. I’m very passionate about developing businesses of all sizes and exploring how we can better engage with our clients, so it is wonderful to hear that you enjoyed my presentation and that you found it interesting. Steve Darnell
Name:Devie Mohan
Date:11/06/2019
Service(s) Provided: Client Engagement Audit, Webinars / Workshops
The Burgis and Bullock Referral Mastermind Launch event was very good. Although it was different to how I had expected it was very interesting and clear, and I came away very positive.
Name:Sue Ainsley
Date:20/09/2017
Service(s) Provided: Referral Mastermind Groups
I was not quite sure exactly what to expect when I arrived, but Burgis and Bullock clearly want to help their clients and introduce them to ‘Quality Suppliers’. I was intrigued and interested to know how they planned to overcome the inevitable barriers and inertia.
As a business we help employers manage Health and Safety. Every single business has to manage Health and Safety, so 100% of Burgis and Bullock’s clients potentially need our services. We already have thousands of clients, but we are keen to add a few thousand more and referrals is our preferred source of new business, so it was a bit of a no-brainer really.
So, what stood out is this; I had not fully appreciated the bigger picture and that’s what makes it really exciting. Creating a group of exclusively B2B Professional Service Providers, establishing ‘trust’ through a systematic process and working to make proactive, rather than reactive referrals is genius. It is rare to find an open minded, progressive Accountancy Pract
Name:Neil Shotton
Town:Stafford
Date:20/09/2017
Service(s) Provided: Referral Mastermind Groups
The best aspect of the Burgis and Bullock Referral Mastermind Launch event was the structuring. It was so much nicer to have an event that was intimate and low key, but with really good structure. The advance preparation and scheduling was well done and the speakers were good. I really enjoyed the event and I look forward to receiving more information.
Name:Jess Hain
Town:Edinburgh
Date:12/09/2017
Service(s) Provided: Referral Mastermind Groups
I think what stood out most about the Referral Mastermind Launch event was Burgis and Bullock bringing together potential trusted partners and helping to provide some experts in the room to help companies perform better. Steve Darnell of Enquir3 Ltd and David Mack of Your Growth Partner gave very good presentations and I'm looking forward to finding out more.
Name:Tony Probert
Date:08/09/2017
Service(s) Provided: Referral Mastermind Groups
The Referral Mastermind Launch event was very professionally done - very slick! Everybody was very friendly, it was well explained and pretty thorough. We'd like more local business so we're definitely interested.
Name:Amrit Kalyan
Date:08/09/2017
Service(s) Provided: Referral Mastermind Groups
The information provided in the Referral Mastermind Group launch event was clear and precise. It was good quality- not wish washy like at some events. I can clearly see the opportunity and the benefit in it and all the business practice made good sense.
Name:Tadhgh Martin
Date:08/09/2017
Service(s) Provided: Referral Mastermind Groups
The speakers were excellent at the Referral Mastermind Launch event
I wasn't expecting that format. It's always good to go and remind yourself of what you are supposed to be doing! I feel invigorated and refreshed - it was really good content. I was initially a little nervous because although we do PR, we also cover marketing and some of our competitors were there. This point was raised by another delegate and the explanation from Sean was totally sound and put me at ease immediately - with approximately 10,000 referral prospects available, there are more than enough to go round! I can really see the value in it.
Name:Hannah Gash
Date:08/09/2017
Service(s) Provided: Referral Mastermind Groups
Rather than just the so called 'get feedback', it's the full circle. It's the opportunity to develop that further and use Enquir3s skills to obtain referrals, testimonials and create case studies. The benefits are that I've got real time testimonials that will be going on my website. Bigger than that, I think because it's independent people are more honest which allows me to improve anything that they feel is bothering them. There's one particular customer who I struggled to get any feedback from, not that we're not doing a great service, she'd let us know if there's anything we need to improve, but the feedback that came back from her was unreal; It was really pleasing. We've got a couple of one off extra works as a result. I'm also sending out thank you cards with boxes of sweets that Enquir3 suggested. What I'll be doing myself as a follow up is, when I go around with those sweets, asking if they do have any referrals.
Name:Wayne Palmer
Company:Ecocleen
Town:Peterborough
Date:24/08/2017
Service(s) Provided: Client Engagement Audit, Customer Care Programme
The first thing that stood out was the instant feedback we got from the interviews that happened. It was very timely and it allowed us to consider what actions we should take off the back of that rather than waiting for the full report. For me the first one gave me an insight into a situation that I wasn't aware of but that my team was aware of and hadn't really dealt with, so one phone call and one meeting after that and we've got that client back on board which is fantastic. It's allowed us to re-engage one client who could easily have gone elsewhere and there's the potential to do more with them now. There's another enquiry where we got in touch with the client and at least excused ourselves with them, and also we got some great feedback from our other clients who think we're doing a great job.
Name:John Austin-Brooks
Company:Outset UK
Date:15/08/2017
Service(s) Provided: Client Engagement Audit, Customer Care Programme
We’re always thrilled to have our partners showcase their expertise at our events and Enquir3 are no exception. A brilliant presentation that was very eye-opening for us and for our clients.
ReplyMany thanks - it was a great opportunity to work with the Inspire Partners.
Name:Client details withheld
Company:Inspire
Date:10/08/2017
Service(s) Provided: Webinars / Workshops