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THE CUSTOMER IS ALWAYS...WHAT?

October 2007

One of the New Forest’s best-known hoteliers, Tony Barnfield, has consistently won awards for his small Sway business, The Nurse’s Cottage Restaurant with Rooms. Only recently, his work with young people won the South-East England Edge Award, bringing £5,000 to the business for offering ongoing opportunities for practical learning and work experience.

Now, Tourism SouthEast has named Tony, 58, as one of four finalists for their Outstanding Customer Service of the Year Award, to be presented at the Tourism ExSEllence Awards next Tuesday (23 October).

“It’s often claimed that the customer is always right, but I take another angle on the theme,” says Tony, who was a BBC Radio presenter for twenty years before setting up his Sway business in 1992. “I believe that the customer is always important and if you aim to anticipate their every need, you won’t go far wrong.”

Tony keeps meticulous records of his customers’ requirements and this, he says, brings people back time and time again: “We normally kit out the rooms with pillows filled with man-made fibre because of allergies, but if you know Mrs X likes a feather pillow and it’s there when she arrives, she feels really welcome. Then, in the restaurant, if you know Mr and Mrs G always have sparkling rather than still mineral water and that only Mr G has wine, and she is vegetarian, make sure the daily specials take this into account and offer him the Wine List – and everybody is happy.”

“In other words, think about your customers before, during and after their time with you,” says Tony, “That’s how to achieve exceptional standards of service. And I’m honoured to be shortlisted for the award.”

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