South Lakeland Parks (SLP) Forum

wxbowner wrote:First can I say that I have been an owner at White Cross for some time, perhaps one of the last Morphett deals, I have noticed a decline in management standards since that time and I have had various after sales issues with my lodge which until recently I have battled with the sales team and General Manager to put right. I also sub let my lodge and have had many issues with the Customer Liaison Manager. On a positive not however since dealing with Tracey in sales and Darrell the Assistant GM things have started to get better for myself.
This is also the first time I have heard about any Owners Forum. ( not mentioned by any SLP management) ( spread the word )

Windermere wrote:There seems to be a total lack of understanding that their new customer, the modern lodge owner, is a discriminating, affluent consumer who is used to receiving a high level of customer service in their everyday life. He or she drives a Jaguar or a German or Swedish executive car, and buys kitchens from Siematic or Smallbone and holidays from Kuoni (or if she doesn't she could afford to these things if she wanted to).

These companies treat him or her with respect and compete for his future custom and recommendation by offering exemplary customer service. This type of customer is shocked an affronted by having the mickey taken out of her by SLP's version of "customer relationship management" - i.e. ignore the customer and they will eventually stop complaining.

If SLP can eventually get their heads around this then they have a chance of being successful over the next few years. If they continue to behave as if they are running Hi De Hi in the 1950's then they are going to find it increasingly difficult to sell quarter of a million pound lodges to discerning consumers.

Not only do we expect decent standards of customer services, we are also articulate and motivated. We will not sit back and watch ourselves being taken for a ride. We are capable, as Kevin has shown, of harnessing new technology to ensure that our case is heard beyond Natland, and we can make sure that every potential purchaser of a new lodge is well acquainted with what they are letting themselves in for before they sign.

People are buying into beauty, relaxation and leisure, but also into whatever level of service SLP deign to provide. It really is time that they upped their game.

If they leave it too long to do this the goose will stop laying those golden eggs and White Ocean Leisure will find that the only egg to be found is in fact all over their face for having paid so much for a company with so many dissatisfied customers.

There is a massive cultural shift required. It will be interesting to see if the current management team is capable of making it happen.

Watch this space!