A TRAINING company is hoping to take its customer service and sales coaching programme overseas after helping a UK pub chain pick up a major industry award.
Hexham-based Swayed Greyhound has been working with Vintage Inns to improve customer service and increase the group’s profits.
The outcome was a training course, which was rolled out company-wide to 6,000 staff. As a direct result of the impact the training had within the company, Vintage Inns were awarded the 2012 Springboard UK Award for Excellence for The Best Food & Beverage Strategy.
Vintage Inns, which owns 200 pubs across Britain, including The Falcons Nest in Gosforth, The Snowy Owl in Cramlington and the recently refurbished Badger at Ponteland, reported that their staff turnover is down by 13%, guest satisfaction is up by 5% and the average customer spend has increased by 50p per guest.
Swayed Greyhound is headed by Ian Graham, who has 18 years’ experience in private sector sales, customer service, training and coaching. He said: “I trained a team of 45 trainers countrywide who then went on to train 6,000 staff using the bespoke course, which included a tailor-made training video.
“The course – named Strive for Five – has been a resounding success and part two has already been rolled out, with plans for part three next year.
“The process took one to three months from inception to completion of delivery. Every £1 spent on training brought in around £5 in profit for Vintage Inns.”
Graham, who delivers training programmes to large multinational companies such as Carphone Warehouse, Sky and Apple in the UK, is hoping to sell his product to Dubai and China in 2013. “I haven’t gone international yet but there are culture gaps that often prevent East working with West,” he said. “I’d like to get into Dubai this year if I can and really take the business forward.”