Paul Rowlands

“The secret to any company’s success is its ability to stimulate the customer to create the opportunity for recurring business to take place.” We have in many ways been the innovator in the event/venue business. We are the venue presentation specialists. Reiterating, we have not stopped there. Our presentation is second to none. Our equipment is first class and well maintained through the creation of business relationships that are really partnerships in the true sense of the word through to the next level of strategic alliance. “We make synergy work for us.” All of this has basis. If we selected three words that typified who or what we are then the words “Customer Service Oriented” would come to mind. We make promises to customers that are realistic. We follow through on constructive feedback, provide excellent customer service, promote standards of excellence and endeavour to exceed our customer’s expectations. How can we provide this level of delivery consistently? It’s easy. We plan for the unexpected. Our staff, internally as well as externally are given the opportunity to be creative in their own work area and to take the initiative. We are a very empowered organisation. In the search for a value money outcome, facility and event managers have the need to express their needs in a way that can be qualified. Too many times there is the need to quantify. The market in some ways is still very conservative in the sense that they still go to tender to surf the market for the best deal. That is, the best deal in dollar terms rather than the best deal that is best suited to the needs of the venue or the event. The quantitative approach rather than the qualitative is the rule, not the exception. The success of partnering with a supplier/contractor is to have the ability to say that we would appreciate your help to get our venue/event to where it needs to be. A collaborative approach will always be a measurably better outcome than the tendering process. Any assessment made of this organisation would continually give rise to the formula of “Quality of Service Delivery + Empowered Staff + Effective Systems Management = Customer Satisfaction.” All this is the driver toward qualitative outcomes. Our commitment to our customers is paramount, that is why we continually invest in our relationships. Now in a new year, we are looking to the market for new challenges.