Delivering an exceptional customer experience is no longer optional in today’s service-focused world – it’s essential. At Westgrove, it is our duty to ensure every visitor feels valued, welcomed, and secure from the moment they enter one of our sites to the moment they leave.
Every team member has a key role to play in creating these positive customer experiences, from offering the first friendly welcome to maintaining a clean and tidy environment. After all, those of us experienced in delivering facilities management services to the retail sector are all too aware of what can happen when things go wrong. Even the most impressive of spaces can quickly lose their appeal if the customer experience falls short.
In the below article, we’ll outline some of the key ways that we at Westgrove ensure a positive customer experience for our retail partners, and how we maintain our service value.
The right people in the right roles
Success in facilities management starts with hiring individuals who thrive on customer interaction and delivering exceptional service. Whether Guest Hosts or Security Officers, Westgrove colleagues are selected for their empathy, positivity, and can-do attitudes. Site Managers are equally vital, balancing outstanding customer service skills with the ability to foster a motivated and positive workplace culture.
Training for excellence
Continuous learning is at the heart of Westgrove’s ethos. Our colleagues gain valuable skills through eLearning and in-person training on topics like customer service, mental health awareness, equality, neurodiversity, and conflict management. Career development is encouraged through apprenticeships and upskilling programs, ensuring long-term successful careers for dedicated team members.
Celebrating success
Recognition is integral to maintaining high standards. We conduct regular Guest Experience Audits to obtain insights into our strengths and identify areas for improvement, with results showing a consistent year-on-year growth – 92% in 2024, a 3% increase from 2023.
Initiatives like Aspire, Westgrove’s Guest Experience Charter, and quarterly Reward and Recognition Awards celebrate excellence and inspire teams and individuals to reach gold standards in service and innovation.
Ongoing commitment
Creating lasting positive impressions requires cohesive effort, robust training, and a culture of reward and recognition. At Westgrove, our commitment to empowering our team ensures customer satisfaction, trust, and loyalty. We take pride in exceeding expectations and making exceptional customer experiences a hallmark of every retail environment we manage.
If you’d like to learn more about how we can ensure a positive guest experience at your shopping centre or retail park, then get in touch with our friendly team.
