Case Studies
RealService Best Practice Group - Study Tours
Business challenge:
To gain exposure to best practice in customer-focused property management in other countries.How we helped:
We used our international contacts and local knowledge to facilitate and lead a series of study tours to the USA, Holland and Ireland. We applied our skills and knowledge to devise stimulating itineraries that featured two or three visits daily to properties of interest. At the conclusion of each visit we chaired an open discussion session involving delegates and hosts, the purpose being to promote active learning. We organised all aspects of the tours including travel and accommodation and pre and post tour administration.Results and benefits:
Delegates left the study tours excited, motivated and armed with a host of fresh ideas to improve customer service within their own organisations. Delegates gained insight and vision and valued the opportunity to network and share ideas with like-minded colleagues from home and abroad.What our client said:
Tim Stephen, who is responsible for the day-to-day management of the portfolio at Marchday, has been a delegate on all three tours. He says: “The RealService study tour to America proved the biggest eye opener. After that tour we changed our language from ‘tenant’ to ‘customer’ and we became more customer service focused in our approach. We also introduced use of Blackberrys and adopted a less hierarchical structure to speed up our ability to respond to issues and make decisions. The knowledge and insights gained from RealService study tours over the years have had a profound impact on our business.”How to find out more:
Contact Howard Morgantel: 020 3393 9605
email: howard.morgan@real-service.co.uk
or
Louise Freethy
tel: 020 3393 9610
email: louise.freethy@real-service.co.uk