UK SMEs need to prepare now to maximise share of Olympic revenue
By Sharon Glancy, Director of the People 1st Training Company
The tickets have now been purchased and the London 2012 Olympic and Paralympic Games is inching ever closer. It’s anticipated that up to half a million visitors will arrive in Britain, offering an outstanding opportunity to showcase the UK. From an economic perspective, many businesses will profit and SMEs need to ensure they get just as many opportunities to benefit as larger businesses.
All eyes will be on Britain and it is not too strong to say that London 2012 will be deemed a success or failure on the strength of...
...how well we welcome and look after our international guests.
Good customer service makes business sense
It is imperative for businesses that want to make the most of the estimated £2 billion generated from visitors during the Olympics, to invest in the people who will be on the front line, hosting our visitors and acting as ambassadors for the rest of the country. Our research has shown that 68% of businesses in the UK which implemented customer service training said generating repeat business was a key benefit while 18% said they saw increased sales.
Anecdotally we know that SME’s are stealing a march on larger companies by being more likely to offer good customer service. Smaller businesses often have the advantage of getting to know their customers very well and have the local knowledge to provide a more personal touch.
However, the bigger picture in the UK is that our customer service needs attention. While we may have the cultural and historical attractions that appeal to visitors, we lack service with a smile. Our recent poll of the general public revealed that 73% agree that Britain needs to improve customer service ahead of the Olympics and just 14% think Britain’s... continued on page two >