I had the pleasure of having some time away with my six year old son this week. We were visiting friends and family in Suffolk and required a place to stay over the weekend. So I started my normal search for branded accommodation in the area. Booking a branded operation always seemed the safest idea as you know what to expect no matter what location. However, it would seem quite a few other travellers had taken it upon themselves to also visit family on the same day as I as all branded options were fully booked.
Nightmare! I had committed to family and now have to say we will not be making it due to accommodation availability, then in the corner of my eye I spotted my 1998 AA B&B guide. So the journey started again, looking on the internet for B&B’s to stay at. The first one did not take children, under the age of fourteen, but said “no” really nicely. The next one was full and then I called, The Firs Farmhouse, in Monk Soham. The usual process expectation of the traditional internet credit card payment was parked and was replaced with a friendly voice, asking questions about a range of things, which made me, feel wanted as a guest. Then, an email arrived with some details of how to find the B&B and to drop a call with expected time of arrival, which I did. The same experience but a different voice, which finished off wishing me a safe journey and a sense that nothing was too much trouble. Now I was really excited to stay. I had that little voice saying do not raise your expectation to higher, it will probably be the same as other times where customer service shines and promises, but then punishes me for dreaming. This combined with the research report from the Hospitality Benchmark programme, which had a headliner showing, “B&B performing at the same level as 5 Star.” Really did have my expectations soaring far higher than I would like to admit.
Was I in for a treat? The heading suggests yes. Well, this is what happened the journey begins, DVD of Hook playing in the background, as my son James settles in for the journey. He is well catered for, with movie sweets and drinks by his side. I am in the front behind the steering wheel, with trusty Tom Tom pointing this way and that. Finally we arrive at The Firs Farmhouse. The light had faded and now we see a period farm house with a big door opening and a smiling couple walking towards the car. I get out and greeted with a handshake and a smile, wow they both direct engagement with James, who is now a live wire from having sat in the car for over three hours. I am in that post driving mind, focus and vision returning to normal. In my heart I feel relieved that his energy had not put them on a back foot, as I reach to get our over-night bag out, there is a hand reaching to take it from me. I decline the offer as I normally do, So far so good.
Then the surprises start to move me in a way that does not happen very often in the UK. Expectations are being delivered in product, behaviour and procedure. As the Programme Director responsible for Customer Service at the National Skills Academy for Hospitality, I am always looking at customer service delivery and behaviour (see previous blog) Therefore, I am very rarely wowed by the current standard of customer service, but here was a gem unfolding similar to the experiences at Bovey Castle, where there were, “Wellies” for guest to explore the world in. So where is the personality and touch, well the welcome was genuine and warm, all potential questions where offered answers before I had a chance to ask them. Then product placement with thought and personalisation, a Lindt Reindeer medium size was sitting on the dresser. I knew that was not a normal welcome and was aimed at my son, who spotted it like a hawk. Then, the need for a cup of tea overwhelmed me. Those of you who drive a lot know this moment. Guess what…? I was now being offered one and so was James, but hot chocolate was his usual drink for bed. Expecting to need to lower his expectations and get ready to disappointing him, the offer came back that it will take a while, but they would be more than happy to do it, as that was also their grandson’s favourite and they have some available. Then, the tea was not the basic variety, but premium brand and the cookies joined the party of excellence. As we settled in drinking our tea and hot chocolate on a comfortable sofa with all the modern expectations, flat screen and all the channels needed. I ask myself, am I really in the UK or did we take a wrong turn? The milk was fresh in a bottle that was designed for milk. Then the bathroom, towels were of a five star standard and the toiletries were not basic or simple. The other unexpected was fresh bathrobes in the cupboard. It does exist I am in that happy place. Where expectations and reality converge to create a rainbow of excellence, the promise has been delivered.
After a great night sleep, breakfast – take a look at the personal touch, what else would you want to know?
Yes, the milk in the milk jug was hot for the coffee. There was warmth and a level of service that was so real and truly personal for both of us. Hot chocolate was offered again to James as he declined the tea and coffee offers. Let’s take our hats off to the B&B that demonstrated excellence. I have celebrated excellence when experienced at Bovey Castle, so felt compelled to do it for The Firs Farmhouse. They even allow you to bring your own wine or bubbly and provide glasses and a bottle opener for your convenience, yet again demonstrating world class customer service through design and thought, with procedures and processes all making the guest the number one priority. Five star experiences at B&B prices do exist.
Thank you for making a stay exceptional! If you are looking for a break you can book The Firs Farmhouse, Bed and Breakfast accommodation in Monk Soham, Suffolk England, IP13 7HD for a current rate of £60 - £70 for a double. Their telephone number is 01728 627969. They are also on Four Square and their email address is jean.richardson2@btopenworld.com
