• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

customers service at holmes place plc

Extracts from this document...


Customers Service at Holmes Place plc Report to: Mr Perridge From: Debbie Awofisayo Date: 08th May 2007 Subject: Improving Customers Service in Holmes Place Plc Introduction Laurence Alkin and Allan Fisher founded Holmes Place Plc in 1980 when they opened their first health club in an old plumber's merchant off the Fulham road in Chelsea, London. They acquired Barbican Health and Fitness from the Bialy Health and Tennis Corporation marking the company's desire to expand. By July 1992 they had a total of 8,000 members. In June 1994 Barbican Health and Fitness was renamed Holmes Place Plc. In 1993-1996 clubs were opened in Kingston, Ealing and Putney. In 1995 they were also awarded their first leisure contract from a council marking their first step into leisure and facilities management. They are also the first company to have a council leisure contract renewed. The company floated on the Stock Exchange in November 1997. Also in 1998 they opened clubs in Chelsea, Barbican, Ealing, Kingston, Oxford Street, Hammersmith, Putney, and Brook green, Wood Green, Crouch End, Uxbridge, and Portugal. Also that year they won their first hotel contract in June 2000 Laurence Alkin, the founder stepped down as joint CEO leaving Allan Fisher as sole CEO. By 2001 they already had more than 230,000 members and over 60 private health clubs across the UK and overseas with 15 clubs across the Europe. By 2002 they were operating from 68 clubs in the United Kingdom and 18 in continental Europe. In February 2003 Holmes Place plc launched a new fully interactive website. By the end of 2003 Holmes place plc were operating from or managing 76 clubs, 50 in the United Kingdom 25 in continental Europe and joint venture club Chicago, USA. This year Holmes Place was taken over by Virgin. Holmes Place plc's aim is to be able to set a standard against which all other health club operators are measured and their goals are to be the best in business. ...read more.


After the complaints you will have to discuss it with the manger and take a short a break. They also check the customers complaints if it is constant or if it is rising or falling. To do all this market research is carried out by Holmes Place plc by: 1 On the spot question from staff to members 2 Questioners through the past 3 Customers panel/ interviews 4 Observation e.g. mystery members Holmes Place handles customer complaints in the following ways: a) A verbal complaint to a staff member, post or e-mail directed at Camden council most often occurs when a member of the local community complaints to the council about things such as loud noise early or late parking. b) They tell the customers to stay calm and get the customers name and apologise to the customer and they also put them selves in the position of the customers and be polite and helpful. c) Then any complaints received by the head office of Holmes place are dealt with within two days. Email is often used to handle the complaints more quickly. The centre should be distributed to the area manager. Holmes Place also has a leaflet, which is called "HELP US TO HELP YOU!" This leaflet has a few questions which you have to answer by ticking a smiley face. This shows that you could tell Holmes Place what you think of it and this also helps Holmes Place so they know how to improve the company. P4 Identify and describe the specific legislation which protects the customers of Holmes Place Plc. Holmes Place has a consumer protection law to protect their consumer from unscrupulous traders these are civil law and criminal law. If any of these laws are broken it would be heard in court and the trader is proved guilty he or she would be sued to court or face a fine or imprisonment so Holmes Place follow the rules of: 1 Trade Description Act 1968 The purpose of this act is to avoid the false description of goods. ...read more.


And also Holmes Place would want to enlarge their rooms which is not a good idea because the have got lots of free land so they just have to make another room. The lockers that should be enlarged and more seating space can be done because Holmes Place has lots of empty space so it is easy for them to enlarge the lockers were there are sun beds they could move that over to the empty area and use it for the changing rooms. The extra classes should be free, Holmes Place can do this because the will be getting more customers and they could make like an offer that if you register you will get extra classes. M4 Realistically suggest about how the success or failure of your recommendation could be monitored The success or failure of my recommendation could be monitored by doing market research there are two types of market research which are primary and secondary research. * Primary research means asking someone for views and opinions about the gym this means Holmes Place would find out what the people around would recommend for the company. Or by making a questionnaire for a certain group of people for example to focus on the 18-24s and find out what they think about the company and what should be done or what is not supposed to be done by doing this Holmes Place will find out if they are making a profit or loss and amend it. * Secondary research this is often known as desk research it relates to looking up facts and figures in books magazines on computer database in the company files so looking at information that already exist. The extra classes, Holmes Place could see how many people have registered so far. The lockers and more sitting area Holmes could find out if it useful by checking how many people are using it they can do this by using a smiley face survey "HELP US TO HELP YOU" Titilope Awofisayo {Debbie} ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Marketing & Research section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Marketing & Research essays

  1. Business plan - The business that I am planning to open up is a ...

    I gave them questionnaires for them to answer. I have done theses questionnaires to have a feedback from people if they prefer eating in a restaurant or not. For the first question, I have asked their gender. Asking people in both sexes will help me to know their response about food business and their lifestyle.


    All cash sales are recorded using the EPOS system. * Produce the financial reports on the computers and also the accounts. A special program is used write the reports and many financial reports are made on spreadsheets like the cash flow. Also using a different program on the computers they budgets is prepared.

  1. Describe with reference to different customer service functions, the different methods used to attract ...

    How McDonalds use the above steps to customer loyalty > They introduce products such as McFlurrys and release newer flavours that give customers a wider range to choose from. Customers tend to be eager to try out the new product so they will purchase.

  2. For this assignment I have been asked to produce a new marketing strategy for ...

    My research went successfully. The table below is an Ansoff Matrix of Coca Cola. It shows the products of Coca Cola in each category of the Ansoff Matrix. By looking at this table below I can see that Diet Coke is in the Market penetration section.

  1. business planning unit 8

    There will be several machines required within the factory. All the machines will be bought they will not be leased as once the business considers to expand it will not have to re-buy the machines. If there are additional machines required they can then be bought however the same ones will not have to be bought.

  2. Business Studies Company Profile

    Another example would be Tesco, whose mission statement is about creating value, but it's also about keeping customers shopping at Tesco. "To create value for our customers, to earn their lifetime loyalty." All companies that have mission statement that is then further defined my breaking it down into aims which are much more specific.

  1. Marketing Research

    Sales report 2) Collection report 3) Sales territory information report 4) Absenteeism report 5) Daily model wise production report 6) Profit-loss statements 7) Balance sheets 8) Invoice 9) Inventory sheets 10) Prior research reports B) External sources: 1) Census data: collected once in 10 years.

  2. unit 2 recruitment in the work place

    cases it would be a temporary leave - meaning the employee will be back to work after a certain period of time. * Maternity Leave: This could be a case when an employee will be off from as they going to have a baby (pregnant), this would be quite a

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work