This week’s Saturday Spotlight takes me back to one of my favourite Cotswold companies, Hillside Brewery in Longhope. Our paths first crossed at the beginning of my blogging journey and I am very happy to report that as time has gone by, the brewery has gone from strength to strength and is still one of the best customer service focussed companies I’ve ever had the pleasure to work with. Please welcome to the Lady Janey sofa, Paul Williamson from Hillside Brewery.
Hi Paul, please tell me all about Hillside Brewery and its history
Hillside Brewery is a family owned and run business creating a range of traditional beers and one-off craft specials. We are passionate about beer and want to share that with others. Hosting several brewery tours, brewing experience days and events there is something for everyone (even if you don’t like beer). Being a totally green company, run on ground source, air source, solar power and having our own bore hole water is a unique attribute for our brewery.
We set up in May 2014, have been brewing like mad ever since and we would love to meet you.
Why is good customer service important?
There are more breweries per head in the UK currently than any other country in the world, lots of people creating great beers and lots of people hosting great events.
People will forget exactly what happens during their visit/evening/tour/event, they will forget all the little details that go into adding to a great experience for them while they are at your business but they will never forget, how you make them feel! For us that’s key! We aim for excellent customer service in everything that we do and always aim to go the extra mile for everyone who walks through our door and we hope that shows.
How would you rate the quality of customer service you deliver and why?
I would rate our quality of customer service as excellent. I suggest this is down to the fantastic team that we have!
It sounds cheesy but we all love what we do and are dedicated to the continuous improvement of how we run things and what we offer. I hope that this shows with our current TripAdvisor, Facebook and Google average customer rating of 5* – voted for by our fantastic customers.
How do you deal with any complaints?
With any complaints we try to focus on identifying what the issue is and the best solution to fix the problem. Further to this to make sure that any inconveniences caused are addressed at the same time.
How do you encourage customer loyalty?
We try to offer a range of different beers, events and experiences at a fair price and hosting them regularly. We try to build relationships with our customers and make sure that what we are offering is what they want. By speaking directly to people we can find out what they like and importantly what they don’t like. The main thing is that we really do care about our customers and business so want to make it good for everyone. We hope that a mixture of this should hopefully help encourage customer loyalty.
Why should people choose you as a company?
We are a family owned and run business with a small team who all love what we do. We produce a great range of beers and offer a whole host of events. Having big facilities while still being a small artisan producer and being a completely green company powered by solar, air & ground source heat pumps – it’s well worth dropping in to have a look around, meet the team and trying a beer.
Where can we find out more about Hillside Brewery and what’s coming up?
November 3rd Bonfire Night
November 30th Christmas Brewery Tap
December 15th Fawlty Towers Christmas Party
February 24th Running 5K for The Running Charity
It has been so lovely to chat to Paul today. What I’ve always found so impressive is the commitment of the Hillside Brewery team to delivering excellent customer service and the consistency in which they do so. It is a real team effort with everyone pitching in to ensure the best possible customer service experiences for those who visit and thoroughly enjoying the work they do. I haven’t been quite converted to beer just yet but they do have a very large selection of wines for me to choose from so that always makes me happy. As you’ve just read, it’s not just a brewery, it’s also a great venue for weddings and team building and there’s a whole host of regular activities and events on offer. Check out the website and Facebook page for more info!
Until next week everyone, cin cin! Or should it be ‘cheers’ this week instead? Not sure cin cin quite works with beer!