VIEWS FROM THE BEACH with Peter White
Had a great customer experience in Takapuna? – Be in the draw to win 85 minutes of pure Bliss!
In this month’s column we offer readers the opportunity to win some marvellous prizes simply by letting us know of examples of your experiences whilst shopping in Takapuna. Hope to see you here soon.
Each month we will give Takapuna shoppers the opportunity to win a fabulous prize from Bliss Reflexology in Takapuna. Simply scan the QR code; email (email@example.com); phone (092154347) or text me (0274778485) with details of your customer experience and you could win your choice of one of the following relaxing Bliss treatments:-
Reflexology Royal – 15 minute foot spa and neck, back and arm massage, 60 minute Chinese traditional foot massage and 10 minute leg massage value $118.
Body Massage Deluxe – 5 minute foot spa, followed by an 80 minute body massage (with oil if requested) value $128.
What’s more prizes are transferrable making them a marvellous gift for someone special, should you not wish to use it yourself.
Don’t forget to include your name; email address and a brief description of the experience received and preferably the name of the person who made the difference (as we will also present him or her with 80 minutes of pure Bliss)
Bliss Reflexology – the epitome of customer experience
It is most appropriate that Bliss provides the prizes for our customer experience reviews. Bliss epitomizes customer experience – a multi-award winning spa (including Metro’s Best Massage 2012 and Best Day Spa 2010), Bliss is an indulgence that takes us a million miles away from our daily lives, and leaves us feeling calm and restored.
Bliss offers the ancient Chinese art of reflexology and deeply relaxing traditional massage. So step out of the bustle of the outside world and into Bliss.
“Even spa-shy men will love Bliss”, says Metro Magazine when naming Bliss The Best Spa Treatment.
Takapuna Beach – the customer experience capital of the world
In these changing times where the online world has transformed the face of retail and changed purchasing habits, customer service is the key to ensuring the future for a thriving and healthy business district. That’s why we are very excited to announce that Takapuna Beach is aspiring to become the Customer Experience Capital of the World.
We are extremely lucky to enjoy many marvellous geographical attributes – being situated alongside one of the best urban beaches in the world and Auckland’s only lake – one could easily imagine they were a million miles from the hustle and bustle of Auckland City, rather than just the 10 minutes over the bridge.
Up until now, we have not taken full advantage of this, but changes are starting to happen with the likes of Hurstmere Green providing a stronger link between main street and the beach. The redevelopment of Hurstmere Rd in 2015, provides a further opportunity to provide stronger pedestrian and visual linkages and in doing so provide a unique customer experience.
What better than to take a break from shopping in one of the strongest fashion clusters in Auckland to enjoy one of our outstanding cafes whilst overlooking the sparking waters of the Hauraki Gulf, in the hope of seeing the not too infrequent visits of a pod of dolphins or orcas? The relaxed beachside shopping setting is reflected equally by businessmen who ditch their ties and shoppers dressed in jandals and beach attire.
But it is not just the environment that provides the experience – people make a difference. It’s about treating people like we would like to be treated ourselves.
Online shopping continues to grow in popularity; however shopping in person provides the opportunity for great customer experiences, which can’t be duplicated by the click of a mouse; and the experience continues once the customer leaves the store. We’ve all heard of (or perhaps experienced) the online horror stories, where purchasers have not been able to make contact with sellers when clothes purchased didn’t fit, colours were different than expected or for some other reason.
Great experiences are made even better with exceptional after sales service. Better still, providing great customer service comes at little or no cost, but has the potential to turn a business around, and more importantly provides a happier environment in which people can shop.
The TBBA are working closely with David Forman (a Takapuna company that has established itself as Australasia’s leading independent provider of effective sales, leadership and personal effectiveness) to set up a programme to support our members. Each week we will be showcasing one handy customer service tip in our B2B newsletter, with a link to the David Forman website where further detail will be provided.
We will be subsidising customer service training workshops for our members and working alongside Takapuna based Colmar Brunton (New Zealand’s most trusted and respected Market Research company) who will make available to businesses tools as to how to gauge the success, and level, of service provided.
We will be implementing a number of incentives for business owners and their staff to provide the very best of service – and also for customers to recognise and promote such. Members of the public will be asked to nominate their best customer experience and favourite staff member with Bliss Reflexology providing a fabulous prize for both each month (see the 80 minute of Bliss article above).
Businesses are being encouraged to run their own in house staff member of the month competitions, with the TBBA assisting in sourcing prizes for staff winners. (Including Les Mills Takapuna - one month memberships, The Commons – food and beverage vouchers and Jerry Clayton BMW – a BMW For
The TBBA will be selecting one business each month as having consistently provided the best customer experience and will present them with a banner proclaiming as such, as well as a “one to one” coaching session with David Forman.
We are also meeting with Auckland Tourism Events and Economic Development, to discuss the possibility that Takapuna provide a template to roll out the scheme throughout Auckland. Providing great customer experiences will ensure Auckland becomes a tourist destination rather than gateway and will help it achieve its vision to become the world’s most liveable city, as well as assisting in increasing the GDP across the region.
Existing Takapuna business reap the rewards of providing exceptional customer service:
Oscar & Co
We have received a number of positive reviews about Oscar & Co this month whose clients appreciate the fact that each team member strives to make every client feel amazing; that the staff are passionate about hair and go the extra mile to demonstrate this through product knowledge, upskilling and industry connections and the crisp modern interior of the salon.
I personally observed a fantastic example of customer service whilst in Paper Plus. A customer entered the store and asked for a particular book. Unfortunately it was not in stock, however to the delight of the customer, the staff rang around the other book stores in Takapuna, sourced the book for the customer and asked that it be held for collection. To me a classic example of losing a sale, but gaining a long term advocate for Paper Plus.
Local Body Elections
A reminder that voting papers for the Local Body Elections are due back by Saturday October 12th and we encourage you all to vote. A number of
Takapuna business people have decided to stand and we wish Dave Donaldson, Aidan Bennett, Mike Sheehy, Tracy Talbot, TBBA Board member Dianne Hale and Takapuna 2020 spokesperson Allison Roe all the very best in their bid for
the Local Board, and to Daniel Henderson and Allison Roe for the Waitemata
District Health Board.
We have been fortunate to have been very well represented over the last three years at both Local Board and Council. Our Local Board, led by Chris Darby, has been one of the best performing Boards in Auckland and with the calibre of candidates putting their names forward, the election promises to be a most interesting and closely fought affair.