Well Saturday Spotlighters, this week’s interview returns to the world of tourism but with a fabulous equestrian twist! I’m always keen to discover beautiful new places to stay in the Forest of Dean especially if they are dog friendly. However this week, I am going one step further with today’s guest whose fabulous holiday cottages cater for a much larger four legged friend! Please welcome to the Lady Janey sofa, the lovely Rachel from May Hill Farm Holiday Cottages.
Hi Rachel, please tell me about May Hill Farm Holiday Cottages
Our business started when we took over this most beautiful farm, but it was a ramshackle and we have had to rebuild quite a lot of it before we could begin with our dream. We started with the livery side of things as we are in an equestrian area and the stables were something we could sort out quite quickly, it’s been work in progress but the bare bones of it all was already here. The Farm is in a most beautiful setting and lends itself perfectly to short breaks and holidays so this is our next step in our business. We have two lovely cottages which people can rent, Mutlow Cottage and Lavender Cottage. Details of both can be found on our website and Facebook page.
Why is good customer service important?
Good customer service is very important to us because we love repeat business, regular customers spread the word to family and friends and we believe that good recommendations and reviews are worth their weight in gold. Generally word of mouth is the best advertisement you can get.
How would you rate the quality of customer service you deliver and why?
We like to think that we give great customer service, we will always endeavour to rectify problems should there be any. We are always very keen to hear feedback from our customers and always encourage them to leave a review, private feedback is always very welcome. We are very approachable and understanding. We like to meet all of our customers and welcome them to our cottages but also not be over powering, we are always available should they need anything and my customer handbook has helpful information and numbers should they need it.
How do you deal with any complaints?
Dealing with complaints I think is always quite upsetting especially if a guest is not happy! So far- touch wood We haven’t had any, but you never know and these days people are far more expecting of things thanks to TV and media programmes! But generally I think if you’re honest about your product and you give your best efforts, customers will understand should you be able to explain, put yourself in their shoes and then try you hardest to rectify the matter, there is always a solution and this should always be sought first we think. Becoming irate or unhelpful definitely is not the way forward.
How do you encourage customer loyalty?
Customer loyalty I think is something that takes some earning! Its a difficult question this one for us because we are in our infancy with our holiday cottages, we are learning on the job so to speak! We have many years though of customer based work between us and we have agreed that loyalty probably starts with honest host/owner, if you give loyalty you generally will receive loyalty back, a fantastic product is always a good start and also probably add nice incentives to encourage original customers to return.
Why should people choose to stay with you?
We would hope that customers would choose us because we have such a beautiful product, we have put our hearts and souls into producing beautiful bespoke holiday cottages in a fantastic and beautiful location, the cottages are very different from each other but they are both cosy, comfortable,well equipped for a unforgettable stay. We also give you opportunity to bring your horse with you as a Horses on Holiday package which is unusual in itself and for some customers this would be a holiday to remember for sure. We feel we have a thoroughly bespoke product. Please do contact us for more information.
Where can people find you?
If you are looking for something a bit special for a short break or holiday in the uk, we have our very lovely website full of pictures and information about us and the local area and can offer the option to book our cottages and accommodation for your horse. You can contact us via our website should you require more information. and we are also on our Facebook pages May Hill Farm Holiday Cottages or May Hill Farm and Livery if you fancy seeing the equine side of the business. We welcome all enquiries and hope that a visit to May Hill is too fabulous to miss!!
It has been an absolute pleasure to chat with Rachel today and to have had the opportunity to look around the fabulous May Hill Farm Cottages! Horses on Holiday is a uniquely brilliant concept which gives you the opportunity to bring your horse with you on holiday so you can all enjoy lots of new countryside hacks and views together. Of course, you don’t have to have a horse to visit Lavender Cottage and Mutlow Cottage, so please do check out the website and Facebook pages. I cannot wait to book my first stay!
Until next week everyone! Cin cin!
Lady Janey x