Feedback from key client provides all-round benefits
Lane End Conference Centre and one of its regular customers have worked together to create the optimum match between the venue’s facilities and the needs of its users. Lane End is a member of the Conference Centres of Excellence consortium, the UK’s largest group of specialist training and conference venues.
Its client, a London-based Association with membership from the private equity and venture capital sectors, has been using Lane End Conference Centre for more than ten years to host its bi-annual Foundation Course. A significant factor in the relationship has been the trust that the Association has developed in the helpfulness, flexibility and friendliness of staff at the Buckinghamshire venue. A spokesperson for the Association explained “They are extremely hospitable and always happy to help. They know us so well and the knowledge acquired through this long working relationship enables them to meet our requirements exactly.”
The week-long Foundation Course programme has been designed to provide both expert advice and networking opportunities for members, to enhance their knowledge and increase contacts within the industry. The layout of the venue supports this objective perfectly. Its Wycombe Hall building provides two conference suites of equal size, making it possible for two groups to run alongside each other, while the private lounge area (complete with tea and coffee making facilities, a bar and dining room) provides an exclusive area where delegates can network and discuss industry sensitive topics without being disturbed.
At an annual review meeting in November 2008, the Association presented a changing set of requirements to Heni Fourie, Sales & Marketing Manager at Lane End. Together they then identified ways in which the preferred conference suites at could be adapted and developed to address the new objectives.
As a direct result of the client’s comments, an extensive refurbishment has been implemented. Among the most significant elements, new windows have been installed to increase natural daylight, the ceiling height has been increased, and plasma screens have been installed in the conference and break-out rooms.
The client said: “Lane End has listened to our feedback and the improvements have exceeded our expectations. Through this proactive effort our mutual relationship has been strengthened still further that’s why we rebook our meetings at least a year in advance.”
“We consider the feedback from all our clients when we plan our ongoing programme of facility development, but in this case, because the client has come to know us so well, we were able to attach particularly weight to its comments,” commented Lane End’s Heni Fourie: “The changes we have made will benefit all users of our Wycombe Hall building.”
Sales & Marketing Manager
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