About Us
Our Experience
Our Founder and MD, Adam Keast has almost 30 years experience in the 5 star hotel and commercial property industry. Under Adam's guidance Butler & Co are uniquely positioned to share our passion for the customer by supporting our clients to achieve service excellence in their workplace. Talk to Adam today about how Butler & Co can help identify experience strategies and deliver service excellence to your teams.
Our Approach
Our service methodologies take a consultative and collaborative approach to understanding your needs and delivering a model that is aligned to these objectives. We offer a suite of solutions that can be selected in isolation or combined depending on the desired outcomes.
Why Us
We don’t see our customers as clients, we see them as partners. Our strategic governance of each program ensures that a partnership approach is taken to mitigate risk and ensure the success of our engagement. We take a long term lens to the delivery of our programs and look to be your trusted partner long into the future. Together we will establish and refine your plan for success.
Our CX Solutions
Service Excellence Training
To achieve a great customer experience front line staff need to understand the customer journey and each individuals role in achieving service excellence.
Our training programs encompass the fundamental principles of hospitality enabling teams to deliver consistent customer service and implement new on the job service strategies. Tangible recommendations are delivered through real life examples of exceptional experiences across multiple service industries.
Customer Experience (CX) Strategy and Advisory
Our strategy and advisory program is designed to work in a collaborative environment in order to encapsulate your aspirational service levels and work on solutions to execute these strategies. These can include solutions to map out operational models for new commercial workplace solutions, assistance with customer experience RFP creation or evaluations and reviews of portfolio modelling to ensure optimisation of teams and service deliveries.
Operational Review & CX Audits
How do you quantify success when it comes to the customer? Our market leading operational review and customer experience audits are designed to walk in your customers shoes to gain a baseline understanding of a typical customer journey. This includes a combination of overt and covert evaluations of your business performance across hotels, restaurants, retail, commercial assets, concierge, cleaning, security, car park, maintenance and public areas. Each detailed report encompasses an in-depth analysis of each interaction and observation taken in a real time assessment through the eyes of your customer. These can be delivered as part of our CX Strategy and Advisory programs or as part of an ongoing review to analyse trend data and performance objectives.
Leadership Mentoring and Coaching
Leadership mentoring and coaching can be beneficial to leaders and managers that require assistance with leading teams. These sessions cover aspects of their roles such as:
· Team communication
· Rostering
· Performance management and HR processes
· Motivating team members
· Team training
The mentoring and coaching will be delivered operationally in person, enabling on the job examples and recommendations as well as remote support when challenges arise.