Because Customer Service Matters.

Posted on December 7th, 2014

 

Before you arrive

At Coombe Mill we take customer service very seriously and actively encourage communication between ourselves and our guests. Before you arrive on holiday there is an email sent double checking everything is just as you require for your visit. This is from the beds to make up down to which room extras like cots or black out blinds should be placed in. The idea is that your holiday begins from the moment you arrive with no annoying niggles to sort out after a long journey.  This said there is always the option to request any forgotten items on arrival.

 

Pre-Arrival Email

While you stay

We live on site here at Coombe Mill right in the heart of the estate and have a handy intercom to our house through which we welcome calls at any time of day. There is also a note book in reception where you can leave messages for us. Nick, myself or one of the children are available in person every morning on the tractor rides and every afternoon on the train rides and I always encourage you to let me know anything that isn’t right as soon as possible in your stay as if we possible can we will sort it for you. We have changed beds, replaced glasses or kettles and blunt knives to name but a few on request. While we personally check every property before each new family arrives, I cannot pretend to spot everything and so it is important to speak up if you find something which we missed.

 

Family on Holiday in Trevarno Lodge

 

After you have left 

I understand that not everyone is happy to be seen to complain about something that has tarnished their stay, especially if on the most part they have had a very enjoyable holiday. For this reason we have a handy email we send after your stay asking for any suggestions or things you many have not mentioned whilst staying.

 Follow Up Email

The email often brings up a few interesting ideas and I have found the interactive feedback from our Coombe Mill Facebook Page invaluable in helping  assess whether one person’s suggestion is something others would like to see too. Thank you to everyone who expresses an opinion there, it really does make a difference.

 

Feedback from Facebook for Coombe Mill

Latest Changes from your feedback

Pillow talk and handy leftovers     

Recently I have had feedback emails covering the quality of our pillows and the lack of handy leftovers from previous guests available to new arrivals. These both sparked a healthy debate on our Facebook Page and resulted in a “help yourself” box which we now leave in reception for all non-perishable items and a £1000 delivery of new quality pillows for all our double, king and super king beds.

Farmer Nick shows he is more than just a farmer!

 

Customer Service Matters at Coombe Mill

 

Banishing the damp and dated

In our older Water Mill Cottage we have had feedback of the damp smell in the kitchen cupboards. This property is 16th Century granite with no damp proofing underneath or within the thick meter wide granite walls. Compared to our modern cottages and lodges it is cooler which is handy in summer but also susceptible to a certain degree of damp from the walls if it is not well heated and aired. However thanks to modern technology we have just commissioned a damp eliminating company to add a specialist extraction unit. After just 3 weeks we are noticing the difference and have now agreed to move forward with a new kitchen. As the walls are far from straight and the shape unconventional we have spent a day with our carpenter to come up with the perfect redesign which we wasted no time in ordering last week after a day of researching colours and styles. Work is all set to begin now on 6th January. I am hopeful that the modern off white smooth lined cupboards with a wood effect worktop will compliment the original slate floor adding a contemporary and fresh feel to this dated and awkward kitchen. 

 

Water Mill New Kitchen Proposal

 

Changes In our largest Cottages

Tree Roots is our largest and most recent cottage only completed this year. However it is only by staying there and feeding back that we can see what is missing. While it has a tumble drier and a handy large coat hanging section in the utility room, we have been asked about an area to hang wet clothes to air. Nick has installed a handy drying line over the sink for drying clothes post river play or costumes after a dip in the hot hub.

Millers House has a supersized range cooker in the old Inglenook fireplace and after feedback that a light and extractor fan was needed here Nick has spent several days up to his armpits in soot redirecting electric, clearing the old chimney flue and installing an extractor fan with lighting in time for our Christmas guests. 

 

 Working at Coombe Mill whilst closed Nov 14

 

These are just the changes we have made in the past couple of months, the process is ongoing and there is plenty more we plan to do so please keep the ideas coming to help us prioritise. Finally a thank you to all who have sent happy positive post holiday feedback to us via letter, email, facebook, twitter, Trip Advisor and Mumsnet and here in person. It really is appreciated so much.  

By listening to what you say, changing the things you don’t like and improving the things you do, we are creating family holidays with memories to treasure.  

 

Thank you card to Coombe Mill

 



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