The Seven Deadly Sins of Customer Service

“It is hard enough to find and secure customers. Today customers are not loyal and are always looking for excellent service as well as competitive prices. If we don’t give 110% service to customers they may leave and go to one of your competitors. It is well researched that if a customer gets good service they will tell 5 others about this yet if they get poor service they will tell 18 others about it, and may be even more, through Social Media.

Our presenter at this meeting will be David Baker of Perrite Business Solutions.

David will discuss who our customers actually are. He will tell us about the 7 Deadly Sins of Customer Service and remedies to eliminate sinning.

David started life after graduating in Chemistry in a laboratory working on explosives, followed by a move into the rubber industry. He undertook a professional institute qualification in Polymer Science & Technology by part time study, and worked in QA, R&D and Technical Service roles before moving into Sales & Marketing. Again he undertook a part time degree in Business Studies and moved into General Management, then becoming Managing Director of a group of 5 rubber and plastics manufacturing companies. He then undertook an MBA by part-time study, and was promoted to Divisional Chief Executive of a multi-national Plc in the chemicals sector, with responsibility for 8 polymer and footwear component manufacturing companies, and 2 bespoke retail operations throughout the UK. This Division became non-core to the groups activities and David sold this Division in 1996 and left to successfully complete the acquisition of a rubber moulding company in 1998, followed 3 months after by the acquisition of a rubber extrusion company. He integrated these into one company, operating from one site before making an exit in 2001, when he became a volunteer mentor with Princes Trust, helping disadvantaged young people start up in business.

He then moved into providing business advice, mentoring and coaching on several European Funded projects, working with pre- and new-start businesses, as well as high growth companies, in all sectors, drawing on his vast hands-on experience of running businesses and raising finance. David is currently a Growth Coach on the Growth Accelerator Programme, an advisor and mentor on the North West HE Entrepreneurs Programme, Lancashire LEAP, as well as the MORE and ENHANCE programmes at UCLan. He is also a mentor at Lancaster University, the Growth Mentoring Programme with CB Partners, and with PRIME, UnLtd and Sported programmes.

David is a Fellow of the Chartered Management Institute, Fellow of Institute of Consulting, Fellow Institute of Materials Minerals and Mining. He is Chairman of the Institute of Consulting – NW Region, a Board Member of NW Region - Chartered Management Institute, Secretary (ex Chairman) of Manchester Polymer Group. He is also Central Lancashire Branch Secretary – FSB, an Ambassador of Chartered Management Institute, Business Ambassador - CB Partners CIC and Chairman of The George Fox Educational Trust”. In his spare time he plays golf and is Regional Organiser – Lancashire & Cumbria of Porsche Club GB.

This meeting will also include our agm therefore it would be good to see a crowded room. We would also be delighted to welcome some new faces on to our committee.