CUSTOMER service is important for every business and Sali Brown, Managing Director of lettings and sales agency Chelton Brown, knows that customer service starts at the top.
Her company is now reaping the rewards of its own leadership training programme, all focused on delivering the very best customer experience.
Sali called in Northampton-based training consultancy Beyond Theory just over four years ago as part of her strategy to eventually reduce her day-to-day involvement in the business. As the business grew, she recognised the need to delegate more and empower her management team.
Sali explained: “When we had four or five people, it was easy to manage them individually and keep a close eye on everything that was happening within the businesses, but that inevitably became more difficult as we grew.
“I now have a team of 30 over two offices and so it’s impossible for me to know everything little thing that’s going on. I needed to know that everyone working for me had the same values and goals as I did, and that’s where Paul and his team came in.”
Paul Beesley of Beyond Theory worked with Sali and her management team to draw up a clear vision and mission statement for Chelton Brown. From that set of values, Paul was able to build training programmes to meet the levels of customer service, courtesy, honesty and hard work upon which Sali had built the company.
“I feel confident that Paul understands what I am trying to achieve,” said Sali. “His input was important to me in getting a clear perspective, and he has helped shape our thinking about what we want to do and how everyone’s needs to be clear about what we aim to achieve.
“Now that he has been involved with Chelton Brown for a prolonged period of time, he tailors his training much more specifically based on what he knows about our company. He recognises the skills and approach that we want all of our people to have. The result is that I am happy to leave the business in safe hands as and when I need to. I’m now confident that everyone else’s standards reflect my standards. This is important to me and for my customers.
“I have recommended Beyond Theory to many people since I’ve been involved with them, simply because I know how important their input has been to my business.”
Paul Beesley added: “Our team has been helping many businesses achieve their business growth ambitions since I set up Beyond Theory in 2012. Also we’ve been an ILM Centre for a number of years now. This means that our training is quality assured by the Institute of Leadership & Management. Chelton Brown, like many other of our clients, have received ILM accreditation for the leadership training we provided.
“Sali and her team at Chelton Brown are a fabulous example for other businesses to follow. They invest in their people – not just in our leadership and customer excellence training but in their technical training too. The return on investment is clear to see. Chelton Brown are and will remain very successful in an extremely competitive market.”
For more information contact Paul Beesley on or 01604 212505, or visit www.beyondtheory.co.uk
