A suggestion for the Sales Team please. It would appear that we're going to receive positive news about Lodge Sales at the AGM, but we think the process could be improved/speeded up. In August prospective purchasers came forward for 2 consecutive weeks in the Lodge and the first Documents were sent to them. The Document was not returned by the end of September but we were assured that the Purchasers were enthusiastic. It is now November and it has still not been returned, so one could assume that they are not going to buy. However much time has been lost, other potential buyers told the Lodge is no longer available and this is extremely frustrating/annoying.
Our suggestion is that 2-3 weeks (or another defined/deadline period) after the first Documents have been sent to the Purchaser for signing and return to the Office, Ann or one of her Team phones the buyers to answer any questions they may have, reassure them and confirm that the Document needs signing and returning. As far as we are aware, nobody has contacted the buyers since they were sent the Document. We bought a Lodge last year and that first Document can seem rather daunting - that's why a follow up call is needed. Obviously if you're already a Lodge Owner you are already aware of the commitment, but some new and potential Owners/Purchasers may need reassurance and the chance to ask questions. Surely this is good Customer Service and reflects the ongoing standard that we would all wish for as Lodge Owners?
So if anyone is interested in buying a lovely 2 bedroom Lodge, good parking, partly refurbished, not damp and with great Loch views for 2 consecutive weeks in August, please get in touch! Selling because we need a 3 bedroom Lodge.
Have a good weekend everyone and if you're at Rannoch at the moment, have a wonderful holiday!
Lodge Sales
In a situation like this you would assume the sales team would have a system in place to ensure all documentation is followed from start to finish.
Not to have a follow up call is poor and there is the added possibility, the paperwork has been sent back and could be lost in post or misfiled.
Not to have a follow up call is poor and there is the added possibility, the paperwork has been sent back and could be lost in post or misfiled.
We're delighted to say that Customer Service is vastly improved and improving! We took your advice and emailed Richard Deak in the morning. He followed the Paperwork through, the appropriate Documents had been found and he phoned us back the same afternoon to discuss the situation. He accepted our comments about poor Customer Service, lack of communication, Staff Training needed around responsibilities and the importance of Lodge Sales, and is in the process of addressing this. His comments, ideas and attitude reassured and impressed both of us. He also said that 12 Lodges had been sold in the last two weeks - not bad for November! If Richard does what he said and carries through his improvements, we should see great improvement and benefits.
Glad it is sorted.
Accepting the shortcomings is a starting point.
We, as owners have listened to many similar GM comments in the past 6 years or so.
Lodge sales as already known are a prerequisite to future success and growth at the Club, especially club owned lodges.
The AGM will be an interesting day?
Accepting the shortcomings is a starting point.
We, as owners have listened to many similar GM comments in the past 6 years or so.
Lodge sales as already known are a prerequisite to future success and growth at the Club, especially club owned lodges.
The AGM will be an interesting day?