In late 2010 I wrote a book: RARE Business which was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. To supplement my own thoughts and experience, I was able to interview a number of CEOs of leading, established SMEs. In the interviews, I asked them what they have done to drive their business’ success, customer focus and how they have built their employee and customer engagement.
This is the first in the series of interviews that I want to share with you as out-takes from the book.
First up is Beales Hotels (http://www.bealeshotels.co.uk), an independent, family-run hotel company that can date its origins back to 1769. Andrew Beale, the Managing Director, is the 8th generation of Beale to run the business which runs the two highest rated four star hotels in North London and Hertfordshire – West Lodge Park in Hadley Wood and Beales Hotel in Hatfield. The business has 170 staff and a turnover of just over £5million.
Andrew agreed to talk to us and share some insights about what has made his family’s business so successful in retaining customers, building a great team and driving repeat business and growth.
One of the key strengths of the business, he believes, is the long-service of many of the team, some of which have been with the company for over 20 years and the longest serving member of the team has been with the business for over 37 years!
Moreover as testament to their success, one of Andrew’s proudest moments was when Beales Hotels won the National Sustainable City Award at Mansion House in London in 2007, which he believe rewarded and recognised the whole team at Beales Hotels and their approach and commitment to sustainability in business.
In our interview, Andrew went on to share some insights on what he believes they do, at Beales, that has helped them build a truly customer-focused business and team. Here are some of his insights:
Can you learn anything from their approach?
I hope you enjoyed the insights from Andrew and his experience with Beales Hotels. If you want to read more of the interviews then grab a copy of the book for free by clicking on the button below.