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Monday, August 11, 2008

Training suffers as the economy bites

The first cut is always the training budget. Just why? I teach people to add value to their business. Come a decline in business and even upselling training get the chop, yet many of the businesses I see could sell more to less customers and get a greater return. Hospitality training goes hand in hand with cost monitoring. I work as a business coach to businesses and can see the immediate business advantage to targeted training in a recession. I work on a Government sponsored programme called Profit through Productivity (PTP), which has given me great pleasure to help people at little cost within their business. They pay £99 ex VAT and can get over £3,000 in value. Training and business advice - great value.

David Wood
david.wood@GMX.co.uk

Wednesday, August 6, 2008

Complaints - they just never happen

Well you might think that complaints never happen because I can see no evidence that most hospitality businesses take a blind bit of notice.
No one gets everything 100% correct but using Six Sigma systems to record common faults so that complaints can become friends - telling you what to do first to improve quality. But few hospitality businesses actually do use complaint records to identify where they can improve. Most businesses don't even respond to written complaints.
Six Sigma is not just for the big company, it can be used as Six Sigma Light with reduced cost and effective results. Training staff to collect, respond and record all complaints could improve trading. But just simple techniques could bring in vast benefits in service, quality and reputation.