Case Study - Christie and Co.
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.
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.