Someone once said that the only problem with running a business was staff and customers! I thought that whoever said that probably shouldn’t be running a business.
The comment comes from the fact that as a leader in a business you inevitably end up dealing with problems and letters of complaint (crap always floats to the top), and indeed a mark of how a business is run is how you deal with complaints.
We don’t get that many (and I hope I don’t pre-empt a rush with this blog!), but every one we get, particularly if the complainant is justified, hurts and I take them like a smack in the face. That said, all feedback is useful and I welcome it all – it’s really only through direct communication with customers that we’re able to continue to improve and hone our product, so that each new Urban Splash development is better than the last.
However, I must admit that I do enjoy positive feedback at the end of a hard day’s work. It’s a rare joy and sometimes out of the blue when someone writes a letter of congratulations, and so I was really pleased to receive the following letter:
Dear Mr Bloxham,
My wife and I would like to thank you wholeheartedly for the pleasure we derived from the recent visit to Morecambe, the first for a few years. We could not believe the transformation that Urban Splash has made to “The Midland Hotel” - a true story of “The Frog Turning into a Prince”. It was an experience to savour, as my wife and I stepped into the hotel foyer and we gasped with sheer delight at such an awesome sight.
Let’s hope that Urban Splash carries on “Doing What They Do, Do Well!!”
Kind regards,
Barry & Pam Evans
This made my day, perhaps we should all remember to write a nice letter occasionally. If you would like to send Urban Splash your feedback please email me at tombloxham@urbansplash.co.uk.
