Cheltenham really is such a fabulous place to live! Every time I think it just cannot get any better, than I discover somewhere else new! This week, I’m so excited to be able to invite you all for cocktails as I welcome to the Lady Janey sofa Nick and Jan from Cheltenham’s NEW cocktail bar Twisted6. If you haven’t already discovered it, then it has to be the latest PLACE TO BE in Cheltenham. Read on to find out why!
Hi Nick and Jan, please tell me about your company and its history
We are a brand-new business that, in April this year, took over the lease of 6 Regent Street in Cheltenham. We have set the business up to operate as late-night cocktail bar which will, over the coming months, be presenting a food offering. We have both spent years working in the corporate Insurance world, mainly in relationship management & sales management roles. Since taking the premises on, we have redecorated and rebranded to Twisted6 and are now working on our social media presence, service proposition, events and a food offering.
Why is good customer service important?
We have always enjoyed eating and drinking out (who doesn’t!) and it became very apparent to us how easy it is to get things wrong. Customer service makes up so much of the experience. Having been frustrated on so many occasions with bad or non-existent service we felt that we could really make this part of our overall proposition. We know that, it goes without saying, you have to have a quality product to offer but if the service is bad then it means nothing. It’s a cliché but customers are not an interruption to your work they are the sole purpose of it.
How would you rate the quality of customer service you deliver and why?
I think we are getting this right, not all of the time I am sure, but we are constantly driving behaviours that will see us hit the mark more often than not. We are owners that are involved in the daily running of the business and we try to ensure that our beliefs and values are transferred to the great employees we have working with us. We are trying our best to create an environment where our employees feel valued which should then transfer to the service they deliver to our customers. If you are spending £1.00 or £100 it makes no difference, we want you to feel that you are valued and that we want you to actually be with us.
How do you deal with any complaints?
We will try to really understand what the issue is and learn from it. What might be ok for one customer may not be ok for another, so you have to able to be open to feedback. I think that people understand that mistakes can happen, its how you handle it that is important. We will accept the complaint and try to resolve as quickly as possible and demonstrate that we really do care.
How do you encourage customer loyalty?
Good service, a welcoming team and of course great cocktails! We are also working on some locality schemes that will hopefully be in place by the end of this year.
Why should people choose you as a company?
We are truly independent and want to support the local economy. It’s tough out there for all small independents, so we hope that by offering great service people will want to spend time with us and recommend us to others. Our customers are what makes our business. If you are choosing us as a venue to celebrate a Birthday or engagement for example, we truly understand that you only have one opportunity for it to be a great night. Its not like you can get to the end of the night and say, well that wasn’t the best, lets do it again next week and try again. We listen to what our customers want and try to deliver. It’s early days for us and we have lots to learn but one thing is for sure, we will always make sure our number one focus is the customer.
Where can people find you?
It’s been so lovely to chat to Nick and Jan today and hear more about their fabulous NEW cocktail bar. Now I’ll just have to decide which of their lovely cocktails to have! I’ve noticed that they also offer cocktail masterclasses so think I will have to pop along and create one all of my own. There’s definitely a gap in the market for a Lady Janey brand cocktail!
As well as being a great place to drop into for a few cocktails with a Cheltenham ‘twist’, it’s also available to hire as an event space for team building events, hen parties, birthdays or indeed whenever you feel the need to celebrate! There’s no hire charge and bespoke packages are tailor made to meet your needs.
For the time being, I think I’ll just relax and peruse the menu so when I get there, I can spend more time trying all the fabulous cocktails rather than trying to decide which one to have first! Decisions, decisions!
Until next week everyone, cin cin!
Lady Janey x