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Christie and Co. are a successful
international commercial property company, helping their clients buy
and sell hotels, pubs, restaurants and retirements homes. Roy Sheppard
was brought in a second time to chair and moderate their annual staff
conference. One of the key themes for the conference was improving
levels of customer service.
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Roy suggested he go to meet a number of Christie’s
clients 'behind their backs' and video tape their comments about the
company. This was instantly agreed. The resulting videos were
subsequently used throughout the conference to underline the key
messages. Nothing could have been more powerful than hearing actual
customers talk candidly about their good, and on occasion not so good,
experiences of working with the company.
Interviewees; Chris Day, Managing Director and David Rugg, Chairman,
Christie & Co.
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