https://www.facebook.com/1709148509386247/

Katie Sutton, Dunster (2026)

05/05/2019

PUBLIC NOTICE! It’s time to focus

Good morning everyone.

First, I’d like to say a big thank you to you for being a part of this page.

I set it up eighteen months ago to give general business support to small business owners. Whilst our community wasn’t big in number, I felt we had some really good quality engagement. And you were very much a part of that, so thank you.

In this time, I have received feedback on the content and decided that it’s time to refine the small business support I offer.

I think it’s good to offer general tips, tools and tactics on a range of different subjects. But my gut tells me to focus more and to build a community around the one key area I have a lot of experience and knowledge in. That’s customer service.

Looking after your customers properly from the moment they say ‘yes’ to your product or service is essential to building a strong business.

Keeping your customers happy so they keep coming back for more and rave about you to their friends is as fundamental to any business as accounting, marketing and project management.

And yet, very often customer service gets overlooked strategically. This means businesses aren’t measuring customer satisfaction and the strength of their relationships with customers and clients.

This also means they’re not benefitting from the huge advantages that being customer focussed can bring - stronger brand, better reputation, better productivity and better income, to name a few.

As business owners this presents an opportunity for us all. The chance to stand out from the competition by delivering outstanding customer service.

I have 15 years experience being responsible for Customer Service delivery in some way for a number of leading, national companies in the UK - all bluechip businesses in their sector.

I also have experience working with a variety of growing smaller businesses.

So I have launched a new business and a new page - Customer Service Matters

Our mission - should you choose to accept it - is to use the techniques, strategies and principles shared on that page and in the linked group to put customers first, to stand out from the competition and make our businesses stronger.

I hope you will give us a like or a follow and stay with us.

In the meantime, I will leave this page live in case the content is useful but I won’t be updating regularly as before.

Thank you for listening.

Very best wishes

Katie

29/09/2018

It’s a gorgeous morning. If you have a chance, get out in it 🙂 Take your hats and gloves though ❄️

25/09/2018

Ah - the legendary sh** sandwich. If you haven't met it before, allow me to introduce you - it's a way of telling someone something they don't want to hear (the sh**) wrapped on either side by something they do want to hear (the sandwich). It's used a lot by managers giving feedback but I also use it regularly in customer service.
Tonight at 8pm in Tomatitos Tapas Bar I will be sharing practical ways to help you win at online customer service, specifically in social media.
Getting customer service right helps your business stand out from the crowd, get more loyal customers, make more money and it reduces your stress levels. So it's well worth spending time on.
I have worked in customer service for over 20 years and if I had one superpower, customer service would be it (although I wish it was teleporting - that would be pretty cool).
Tonight I will share my top, proven tactics and practical tools to help you navigate the choppy waters of online customer service more easily and smoothly.
We'll look at case studies demonstrating the good, the bad and the downright terrible drawing out 'do's', 'don't's' and best practice.
So if you're local to Hay-on-Wye come and join me and the Hay Social Media Group at 8pm in Tomatitos as it would be fab to see you.

20/09/2018

At this time of year I do a lot of driving around - usually up and down the M40 or M4.
This is for work so I always leave myself plenty of time to get to wherever I’m going.
It surprises me to see how many other business people I pass in the services who are rushing around like a mad thing. I imagine part of that is because they’re running late.
It’s just not worth the stress. It seems blatantly obvious but just getting to meetings/presentations on time is so important yet so many people don’t manage it. If you do, it will instantly put you ahead of the rest and leave people feeling you’re reliable and trustworthy.
Don’t let your journey make you late. Leave plenty of time for stops, traffic - oh and don’t trust google maps completely. It might say your journey will take 3 and a half hours but leave longer just in case 🙂

19/09/2018

How to set goals ... and actually achieve them.
This Saturday afternoon. 3.30pm. I’m going live here on my Facebook Biz page.
For those of you who are local to where I live, you’ll know that I recently helped to organise a fund raising event.
I always talk about the importance of setting goals in business and this event - which exceeded our fund raising expectations - is an excellent example of how and why goals work.
In this live I will walk you through:
** The process we used to set appropriate fundraising goals. This exactly the same as how I set goals for business.
** The things we did to ensure we left nothing to chance but gave ourselves the best opportunity of being successful. Again, all of these apply to business.
** How we approached people to ask for their support - dos and don’ts (these are the same as when you’re asking customers to support your business).
** How we measured progress in the run-up to the event.
These practical things all apply to setting goals and achieving them in business so if you want more focus in your business come and join me!
Simply head over to my Biz page at the right time and you’ll see me chatting away!

15/09/2018

Learning more about Food Justice at the Abergavenny Food Festival. A presentation by Abergavenny Just Food.

14/09/2018

Sometimes I think we feel obligated to be something other than ourselves in our business life.
I'm not too sure about this. My sense is that being as authentic as possible (within reason) gives us a greater chance of making a success of it. What do you think?

14/09/2018

‘For everyone’s enjoyment, please only play the piano if you can.’

Loved this ‘polite notice’ at Dunster Castle (I was there over the bank holiday weekend).

Getting customers (or in this case visitors) to do things the way you want can be tricky. But in certain situations a little humour goes a long way.

Well it appealed to my sense of humour anyway!

13/09/2018

Almost accidentally topped up the glass of red with tamari...could have been a bit of a shock!

12/09/2018

What do you think about restaurant customer service in the U.K. compared to other countries around the world?

09/09/2018

Morning Everyone! How are you all?
As you may have noticed I’ve taken a bit of a break from social media these last two weeks. It wasn’t planned but other important life things have been happening and to be absolutely honest I didn’t have the headspace to really give value here.
But as I’m now getting back into the swing of things I thought I’d just say how important it is to take a break.
Very often I find that when I take a break from something I do things so much better when I go back to it.
It’s counter-intuitive in some ways because you’d think the only way to be really good at something is to keep hammering away at it.
I think that putting effort it and working hard is really important (provided your working with a specific focus and goals in mind otherwise who knows whether your efforts are worthwhile?).
But there are also times when you just need time away to let all that hard work sink in and to allow yourself time to start reaping the benefits.
Have a wonderful day!

Katie Sutton

05/05/2019

29/09/2018

25/09/2018

20/09/2018

19/09/2018

15/09/2018

14/09/2018

14/09/2018

13/09/2018

12/09/2018

09/09/2018

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