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Normally when you arrive back in the UK after a holiday you are greeted by grey skies and equally grey, gloomy faces, and within minutes that euphoric holiday high has worn off. But arriving back at Gatwick airport recently after a late summer holiday to Italy, this couldn't have been further from the truth. Not only was it a glorious sunny day, but I was greeted by two exceptionally cheerful ground staff members - a welcome change, I am sad to say, from the treatment we had received most of the holiday at the hands of the Italians. With the exception of one or two waiters/waitresses etc, most were unfriendly, unhelpful and made us feel as though we were being a burden. And having been a waitress and barmaid myself in the past, I know for sure that we weren't!
At the risk of sounding thoroughly miserable and ungrateful about the whole thing, I really did leave Italy thinking how rude, unhelpful and surly most of the people we had encountered there were. This was not only a shame, but it surprised me because the service I had received on a previous trip to Italy had been fantastic and very friendly. But it just goes to show how important customer service is and what a lasting impression it can leave - good or bad - for I would think twice about returning to that particular area. And the service with a smile' approach really does cost nothing, which makes it even more important at a time when businesses everywhere are struggling to make ends meet.
Anyway, back to this issue, and we've got some advice from Paul Clapham on how to sell to local clubs and associations (page 21) as well as some from PROMOTA about the importance of training your employees - regardless of the size of your business. There's all the usual news and focus features, not forgetting of course Postcards from the Edge, which I advise anyone reading this who is in a relationship to read - it is a corker! Enjoy the issue.
Rebecca Green
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