Customer First

Customer First UK Ltd – official report from the assessor on the successful re-recognition of Hounslow for Business for achieving the Customer First Standard.

Overall Performance Summary

Managers and staff of Hounslow for Business all work part-time, as this is all that the current funding allows.   However, clients are not turned away and all staff offer extra time and support, as needed.   The organisation has developed a new workshop approach to potentially interested pre-starts as a way of maximising the use of adviser time and also ensuring that only truly interested and business-ready individuals take up their resources.
 

The organisation formally started up in 2006, although managers were operating in the area before.   They have built up a successful business support service, particularly for pre-starts.   The long-term impact measures meet their funders requirements as well as demonstrating the success of their advisory services.   They work effectively with a number of partner organisations and are constantly monitoring and identifying needs of pre-starts and businesses through their frequent network meetings, annually customer survey and feedback from partner organisations.

Key strengths identified include:

• Hounslow for Business were able to demonstrate long term relationships with clients, dating to before the official start-up of the current organisation.   One example provided was of a hairdresser which started up in Sept 2005 and has now relocated to Amersham and continues to maintain the relationship with H4B.
   
• They also were able to demonstrate long-term relationships with the network, including the Council and the Chamber (I was invited to attend a Chamber network event).
   
• Initial workshop – explaining the process, requiring a business plan – effective way of weeding out about 75% of interested parties.
   
• Provide a Customer Charter and a Statement of Service – outlining what customers should expect.
   
• Long-term impact measures used are jobs created, jobs saved , business survival – these are in response to funders’ requirements. H4B (sic) has no difficulty producing the required outputs for pre-starts. However, there is more ‘competition’ in delivering services to ‘micro’ businesses (less than 10 staff), as the referring agencies tend not to pass these on.
   
• All staff currently work for the organisation on a part-time basis – and provide services in excess of the existing funding available.   They are very clear about the purpose and the aims of the organisation.
   
• New services are offered by working in partnership with other providers.   For instance – a free legal advice clinic was delivered working in partnership with local solicitors.   A networking event in June 09 was developed with the Chamber – “Thrive to Survive”.
   
• Hounslow 4 Business (sic) uses a variety of marketing approaches to gain new customers – they advertise in the local paper, write articles in Hounslow Matters (delivered to households); run seminars with local colleges.   They also distribute leaflets to local libraries.   Their catchment is geographical rather than sector specific.
   
• An excellent example of continuous improvement, to maximise the use of internal resources, is the introduction in June 2009 of an initial workshop for interested pre-starts – this allows better use of adviser time as well as helping to weed out those who are either unsuitable, lacking interest or for whom the timing is inappropriate.
   
• New services are introduced based on identified needs. The majority of the information comes from regular networking and also the annual customer survey.   Examples include the introduction of new job Centre Plus referrals in Jan 09, development of outreach services with St Mary’s University College and the ‘clinic’ with solicitors offering legal advice.
   
• Advisers are all SFEDI accredited. In addition, there is both formal and informal development such as Steve Mathews attending a PTLLS (adult teaching) course, and Hugh (Howell) ensuring he completes CPD for ACCA (i.e his Continuous Professional Development requirements for the Association of Chartered Certified Accountants).
   
• The customer survey is used to ensure levels of client satisfaction. Comments needing investigation are discussed in operational meetings and further investigation is undertaken if needed.