Case Study

Stewart Milne

Simon Bennett | Formerly Sales & Marketing Director, Stewart Milne Homes North West England

The last thing anyone wants is an upset customer on moving day…

…but using In-house for our home demonstration training enables us to focus on the key areas that can make or break a customer’s experience of their new home. In-house have extensive knowledge in this area enabling us to tap into that knowledge and to work with them to deliver the Stewart Milne customer service.

“Delivering above and beyond expectation.”Simon Bennett

Delivering above and beyond expectation
In-house help us to deliver to the customer’s expectation and beyond. It’s good to have their experience and knowledge of what causes concerns and how to alleviate them. They are able to pass on that knowledge to our sales and site teams through the training programmes.

Enabling us to see the wider trends
The surveys enable us to benchmark ourselves and to understand where our efforts are being rewarded. We can certainly be encouraged when we see improving trends, but also be in a position to take any necessary action on downward trends.

In-house’s feedback keeps us fleet of foot
We’re able to pinpoint the customer’s concerns through the survey process, identify where there might be a wider concern, and action the point straight away. We can act on customer feedback, be it positive or negative.

A research company that really understands the customer journey
In-house has a thorough knowledge of the industry, especially the customer journey. They’re able to give us the feedback from our customers to enable us to improve performance and deliver a customer service level to which we can be proud.

I would definitely recommend In-house
It comes back to their knowledge and understanding of the customer journey. We want to make sure that our customers are fully provided with everything they need on moving day, that they know how their house works etc. In-house enables us to do that, which is why I’d recommend them.

Mike Cowie | Formerly Sales Director, Stewart Milne Homes North

There’s little value in stuffy classroom-based training where you’re lectured by someone who doesn’t understand the dynamics or the reality of the site and sales roles…

…but it is immediately obvious that Cary clearly understands all the different aspects and pressures and is able to relate very well to people at all levels, whether it be a Site Manager, Sales Manager, Sales Consultant or at Director level. Cary talked openly and honestly about all aspects of the handover, especially the importance of honesty and gave great advice on how to deal with all possible circumstances.

“We’ve benefitted hugely from demonstration training.”Mike Cowie

Everyone took something away from the course
Even those who thought they wouldn’t learn anything new found that by bringing everything they already knew together in the right frame of reference, and having a trainer who can really identify with the customers’ feelings, it made all the difference. That’s what the course was really all about.

We’ve had some wonderful comments from customers since the training
We’ve benefitted hugely from demonstration training in the past, and we see that coming back very strongly through the verbatim feedback from our customers, so we wanted to take things to the next level and make our handovers as consistent and as special as possible too. The training has helped our Sales Consultants feel more comfortable and confident in what they’re doing and you can almost see them walking an inch taller now, as they carry out the demonstrations and handovers. And we’ve had some wonderful comments from customers since the training. To hear them saying that not only is the quality of the product fantastic, but they’ve had a fantastic service too, and then going on to name individual members of staff is great.

Extremely impressed by the honesty, openness and professionalism of In-house
In-house’s training is hugely beneficial because it’s relevant, well delivered, and is clearly well researched and thought through. No matter who we deal with at In-house, whether it’s Malcolm or anyone else in the team there, we’ve always been extremely impressed with the honesty, openness, and professionalism, and that extends right the way through the training as well. It’s something that I find personally very very refreshing.